CONDESCEDNING and *********** Team Leader (Andre) along with his staff (Tashreeqah and Shavon) at Country Road, Century City Shopping Centre

We had a terrible and disappointing experience at Country Road, in Century City (also known as Canal Walk shopping center).

My mother called earlier in the day and also earlier tonight. She spoke to the team leader, Andre and told him that she wants to exchange a brand new, unworn top for country road camera bags. The top was a gift from my mom's friend but unfortunately my mom did not like it. Andre (team leader) agreed and said my mom could send me to the store and he would do the exchange. Ofcourse, he said he would first examine the top to see if it was in great condition before doing so.

I therefore drove all the way from campus to the store for the exchange. When i arrived with my younger sister we saw that there weren't any cashiers by the Country Road ''stall''/section but i did see two staff members standing by the Country Road section and asked if i could please speak to Andre. One of the staff members, namely Tashreeqah seemed as though she was expecting us. She was very enthusiastic and interested to know if Andre had agreed to do the exchange. This was odd as we had not spoken to her before.

Andre eventually arrived whilst we were waiting with another staff member, namely Shavon. He immediately said he would not do the exchange and that he did not recognise the top we brought as a ''top''. He said it was a ''shirt'' and went on a tangent about the different types of tops that exist and how this isn't one of them.

I asked him whether he agreed to do the exchange over the phone or not and he said he told my mom that he would ''check'' what top this was and make a decision afterwards. He also told us the top was very expensive and recently added to their stores even though he wasn't sure of his timeline.

I am very disappointed in how he handled this. He agreed over the phone only to have us waste our petrol and time. He acted as though we didn't know how much the top was and came off as though we could not afford a top of that price when we have been loyal customers of Woolworths, Country Road, Witchery, Trenery etc for years.

I'd appreciate it if he and his staff stuck to their word and policy. My mother still wants to make the exchange as they (Country Road in Canal Walk) are the store that has the specific bags in the colors she likes.

You can contact me at *** or via my cell: ***. I look forward to hearing from you.

This happened approximately at 20:35.