Shocking Service and Policy!!!

On Saturday 7 January 2023 I went to Cross Trainer at the Westgate Mall to exchange a clothing item that I had bought at the same store’s Mall of Africa branch two days prior ( 5 January 2023). Unfortunate, the store could not exchange the item as it did not have the size I was looking for. However, shockingly, the store also refused to refund me. I was told that the company policy does not allow for a refund.

I protested for I was not told about this policy before making a purchase. Accordingly, I demanded to immediately speak with Sarah over the phone, the sales person whom I dealt with at the said Mall of Africa branch. I obviously hoped that she would own up to her mistake and confirm that she did not tell me about this policy at the point of sale.

Unfortunately, on the phone, I was made to speak with Alpheus who introduced himself as the senior manager. He immidetaly went on a defence and falsely claimed that the policy was explained to me by Sarah. He claimed to have witnessed this supposed explanation of this policy and therefore insinuating that I am a ****. He refused to get Sarah on the phone and got extremely condescending. He said I should have also read the policy on the receipt as I am old enough to read. He further called me childish.

I felt offended by the verbal abuse I got from this senior manager known as Alpheus. I would like Cross Trainer to do something about this to both improve the customer experience at Cross Traner Mall of Africa and to restore my dignity following this abuse I had to endure. All I needed was to get the right size or my refund.