Worst Customer Service Ever

To Whom it May Concern

I trust you are well.

Attached please find my WhatsApp conversation with Cosabella Classic. My daughter bought me the garment on 9th April 2021 for my 50th birthday which was on 14 April 2021.

The garment did not fit. I saw their stand in Canal Walk and approached them to say I would like to return the garment as it did not fit. Ther original invoice says no refund. However, the owner of Cosabella first told me that I could get 3 months to choose something else. As per the conversation attached, I said there was nothing else in her shop that I was interested in.

Cosabella then told me that I could come to Canal Walk to get my refund at the end of the month (April 2021). I was at her stand yesterday, 1 May 2021, only to be met by her daugher again. We spoke on the phone and I was assured that an eft would be made. I was given a note to say this would happen. As per the attached conversation, it is clear that I have returned the garment as agreed and that I have still not received my refund. The garment (attached), was immediately placed back on the racks of clothing to be sold to another customer.

This morning, 2nd May I received the most unpleasant phone call with Cosabella screaming and shouting at me, telling me that I am not her '****** client' and she does not want me as her '****** client'. I was threatened with statements that I 'must watch who I am messing with' and that I must 'watch my back'. I had racial comments like 'I'm priviledged and that I don't know who I am dealing with", thrown at me.

I have a witness to all of this. I am absolutely appallled, shocked and traumatised in the way that I have been handled and spoken to. All I want is for Cosabella to honour their word and refund my daughter's money.

Please can someone assist me? I don't have a garment, I don't have the money. All I have is a headache after being verbally attacked and threatened in the most unpleasant way.

Kind regards, Ms Lana Te Brugge