cash refund refused by DC ONE store Westgate

Good day, I would like to bring the following to the attention of senior management within your organization and trust that something will be done about it as a matter of urgency.

On the 16th of April 2024, I purchased a pair of white wave takkies for my wife from your Westgate Mall branch. My wife tried on the sneaker an unfortunately it didn’t fit to her liking. Therefore, on the 18th of April 2024, my wife and I both went to return the sneaker at the store and was hoping that she would take something else in exchange for this. She looked at your range on display and tried on another pair of sneakers which were also not comfortable and therefore decided not to take anything else.( PS. Due to previous knee surgeries, she is not able to wear just any shoes).

We approached the front counter to be advised that we cannot get a cash refund as this is the policy. To this point we were not happy and dissatisfied with this answer. We asked to speak to the manager (Drina) of the store, who unfortunately was not available due to being off sick. One of the staff then called a gentlemen by the name of Terry and the saleslady referred to him as uncle Terry (area manager). My wife spoke to him, and he was not accommodating regarding the cash refund. He very rudely said ‘We do not do that’. My wife mentioned, “that as a consumer we have the right to return the goods/item as we did not find it suitable”. Terry, mentioned,” show me in the consumer act, where it says that a refund is due to the consumer”. The manner and tone in which he spoke to my wife was unprofessional and he was arrogant.

This type of behavior is unacceptable and Terry as an area manager has no telephone etiquette in the manner is which he speaks to the clients. On that note, we were not the only client in the store that came in to return an item. Another lady was also there and had to go through the same ordeal. She mentioned that I am leaving the item and the receipt behind and call me when you are ready to give me my cash refund back.

One of the saleslady’s than called Drina, as we were not happy with the way in which Terry handed the matter and we wanted to speak to someone more senior to Terry. Drina unfortunately could not provide details of someone more senior to Terry and could only provide us with the email address (***), and stated that this will get to the attention to someone more senior. Drina mentioned that she will only be back in the office next week Thursday, 25 April 2024. Unfortunately, we need this to addressed A.S.A.P.

We left the sneaker and the receipt at the store and mentioned to the sales staff that we need to be contacted when our cash refund is ready to be given. The box was handed to a sales consultant by the name of Mpumi (see attached pictures). I am also taking this to social media, so that other consumers like my wife and I are aware of the bad service and unprofessional manner in which our enquiry was handled which has turned out to be a Complaint.