Clicks Big bay - Constructive Feedback

Good day,

I purchased an item at Clicks Bayside (Cape Town) today, tested it at home and had an issue with the product. I contacted Clicks Bayside to ask if I can have it swapped out at a Clicks closer to my home and the lady on the phone said yes, I can swap it at any Clicks.

So I went to Big Bay Clicks to swap it out.

The issue; On arrived I met with a lady (Assuming is the Supervisor) advising of the situation - She immediately rep**** that I cant swap it out there since I bought it at Bayside. I had to advise her that it is possible and i confirmed with your other branches. I would expect her to know this. I left and return a few minutes later as i decided to return the item and purchase it at another company due to the service. She again said that since we dont have stock so we wont be able to return it - I advised her that all Clicks should all be linked to 1 database so she should be able to do the refund. Then only she decided to check if this was possible and yes it was.. At the till I asked her how long it would take for the funds to reflect back onto my credit card - She couldn't answer the question then looked at the cashier who rep**** "immediately" and I must go and check my balance at the ATM. I told her that when a reversal happens i get an sms but she was adamant that it will only show at an ATM so I left.

Service Improvement:

1. Dont push your customers away without knowing your facts about your store and clicks as a whole. 2. Try and go the extra mile before redirecting your customers to other branches as this will make the customer feel important and will come back again to support your brand. 3. Understand your processes i.e Refunds especially on Credit Cards as i still did not receive my refund yet so now I have to wait until the funds reflect until I purchase the item again.

I know the ladies name as she had a name badge but I will not publicize it. She will know who she is when you take this feedback to the store.

I stay across the road from this store so please let me know once this is addressed - I would like to visit the store again and see if there was any improvement from this feedback.

Thanks