Unacceptable behaviour from management

I am absolutely still in awe and so angry about the treatment that i received at your Bloemfontein (Bloem Plaza) branch. I really had to pray and calm myself down. You can tell when you are being racially profiled and being treated with absolute distain and disrespect.

I came in to return a DVD player that i had purchased over a month ago. The DVD has not been able to work with a memory stuck since day one... and we have bought new ones and tried several times. At the day I purchase I was informed of the 6 month guarantee on the player...and if I had any issues in that time... I would be able to return it. I WAS NOT INFORMED OF A 7 DAY return policy. There was a stamp stating the 6 month guarantee. .. there is NO WORDING on the receipt about a 7 day return policy. I still have my slip. I explained to them that I do not work in town and have been traveling alot...this is literally the only time I had to return it. I have already purchased another player for the family as this one was defective. The only options I was given were : to book it for service or to sell it at the buy store. These options are not acceptable for me.

That's the background. Now my REAL ISSUE!!! The type of service that I received. I was at the store for over an hour. When I first walked in I asked for the refund, was told of the options... Requested to speak to a manager...was told there is NO management on duty! I advised them...this is a national retail establishment. ..every shift has management. Was told again by cashiers ... no management on site. The gentleman who sold me the DVD comes and connets it to check it. I advised him... I want a refund as I was never told of the 7 days... of course he says he told me...and starts getting into an argument with me...a customer! I'm standing at the counter now...over 30 minutes have gone by... Employees are walking around with no masks... drinking cool drink on the floor... playing with their phone's and just acting like I'm disturbing their day. Absolutely no urgency!!! Finally Petro Swart finally walks over to the POS. ..after she had been standing at the door playing with her phone and clearly aware of the situation. She asks the cashier in Afrikaans what is going on... (I don't understand )... and presumably the lady tells her and she JUST WALKS AWAY!!! I ask the cashier who was that lady... she says the assistant manager. .. I have been standing here for almost an hour wanting to resolve my situation and she is busy playing with her phone. She comes back...again completely ignoring me! I had to get her attention. ..I tell her my story. She says nothing can be done. And SHE WALKS AWAY,AGAIN from me while in mid conversation! That IS the rudest thing! I know your company has customer service rules. The ethos of the company have got to be opposite of the behaviour that was exhibited today. I had to call her back again. And she comes back saying she called the manager and he won't allow the return. I said I would like to speak with him myself. She called and I spoke with him. I see now why the management is so DISMISSIVE, RUDE, ****** & UNAPOLOGETIC about it!!! After speaking with Neil who says he is the store manager... I was in utter disbelief and angry beyond belief!!! He wanted me to feel small and stupid. He was yelling at me and talking to me like some errant child who needed to be disciplined for acting out. He had the nerve to tell me... that even the 7 day policy ... he is doing me a favour by even give that out. That the store is not required to even do that...stores like Game would never allow this!!

It's not what you say ... it's HOW you do it. You can give someone bad news or even something that they don't want to hear... but you MUST not be rude and dismissive. Cash Crusaders should not be treating their customers like that. I m still fuming!!! I really want this situation to be handled asap... and for these two to be reprimanded for their despicable and unacceptable behaviour! !!

I know there are plenty of cameras and calls possibly recorded, please investigate! !!