Pathetic customer service!

Today i visited the Clicks in West street,Durban.

The address of the specific store:390 Dr Pixley Kaseme Road in Durban.

I am highly dissatisfied and disgusted by the service received from Cashier Arlene Lambert.

Yesterday at the Clicks Bluff branch i purchased the organics shampoo which is currently on special. In my haste to leave the store i had mistakenly purchased two conditioners instead of the 2 in 1.

This mistake was only noticed when i had gotten home which is in the Chatsworth area. So i had decided to take them into the Durban branch today as it is close to where i work.

When i got to the store there was two cashiers at the tills and as i approached i did hear Arlene mumble to the next cashier that we dont do exchanges/returns because of Covid.

Arlene had finished with her customer and then approached me. So i did explain to her that i had mistakenly purchased two conditioners instead of what i actually needed because i was in a hurry. She then proceeded to explain that because of covid no exchanges can be done so i then asked her how will i be able to use two conditioners with no shampoo it doesn't make sense. Arlene became very rude and aggressive towards me and i tried to explain that i had made a mistake when purchasing at Bluff. She then asked me why am i shouting which i was not doing so at the time. I am not an aggressive customer as i always visit the very same store on multiple days during the weeks as i have been doing for the past few years.

Arlene then proceeded to berate and belittle me by telling me that i should have exchanged it at Bluff and why did i take two conditioners and she also mentioned that because i had touched it she cannot exchange it. She opened both of the conditioners to see if they had been tampered with which is understandable however the manner in which she did it made it seem like i was trying to dupe the store.

I then asked her if shes going to be able to assist me which she then responded with WE DONT DO EXCHANGES BUT I AM GOING TO DO YOU A FAVOUR BY EXCHANGING THIS to which i said thank you.

She then told me to GO AND GET WHAT U WANT.

Her tone was in no means helpful or friendly. It was rude and condescending.i felt humiliated by her words and the manner in which she handled my query. All of which was done in front of other patrons and the other store cashier.

Following which Arlene proceeded to call an authorizing supervisor to process the exchange.

I did not raise any concern with the supervisor seeing as how there would be no repercussions. And i am not looking to be given the run around.

Once the supervisor authorized the transaction, i had asked Arlene may i please have a packet because she had just left the two bottles of the organics on the counter.

She then asked me where did i leave the packed to which i responded that she had taken it. She then pointed to where the packet was and said GO PACK IT YOURSELF YOU ARE SUCH A RUDE CUSTOMER.

To my understanding, providing a service to a customer is by no means doing a favour. I am seriously disappointed as i am a loyal customer to the Clicks group and for me to experience such ************** really makes one wonder is customer

I have never been treated in this despicable manner by any other cashier at any other store.

Highly disgusted.