A matter of principle?

A matter of principle?

Dos N Ends

I bought a phone cover for my cellphone on 3 November 2021 from Dos N Ends situated in Lemon Tree Shopping Centre. As I am hearing impaired, I do not use my phone regularly for telephonic communications. So I only realised a few days later when a friend called me that something is wrong with my phone's sound volume. Although the sound setting is at the highest volume, my friend struggled hearing me. The same happened when a family member called me. I then realised it must have something to do with the new cover. I removed the cover and then the sound was fine again.

Yesterday morning I went to the mentioned shop to return the cover and ask for a refund. The staff member said she cannot refund without her manager's authorisation. He was not in the shop and she said I must come back later.

I went back again later and the manager was still not available. I asked her to phone him and ask his authorisation for the refund. She then first had to go and by airtime. So I waited. She called a security guard to also come and assist in this matter. Even if the manager would give consent to a refund, she did not know how to do a refund on the card machine and do not have cash available to refund me.

She phoned the manager. She wanted me to talk to him, but due to being hearing impaired, I told them telephonic communication is difficult for me. She explained the situation to him and he then said I must then take something else. He cannot refund me.

When I said that I do not want to take something else, I would rather prefer a refund. Then things became ugly. I also indicated that according to the Customer Protection Law if a seller sells a buyer a product which is not suitable for the buyer's needs and the seller cannot replace it, the seller must refund the buyer.

Then he started shouting and screaming while on speaker phone. The shocked staff member stood holding the phone while her manager was ranting for quite a while. I could not hear what he was saying, but the shocked expression on the staff member's face told the story.

The manager absolutely refused to refund. He also said that as I bought the phone cover on 3 November it is too late for a refund now. I keep explaining my situation to the staff member and she again tried to talk to him. He started screaming again. He blamed me for buying the wrong cover. I asked for a cover for my specific phone and he did not have one but assured me the cover he eventually sold me, will also be fine.

Eventually he reluctantly said he will come back to the shop to discuss the situation. I asked approximately how long it will take him. He told the staff member he is nearby. I waited another half an hour, after already spending an hour and half on this matter. I asked her to phone him again and ask if he is still going to be long. He said he will be there in 10 minute's time. So I did wait another 10 minutes. He did not show up. I eventually took the phone cover and my slip and left the shop without being refunded.

This was the worst customer experience I had. I do feel sorry for the staff member as she did try her best to resolve the matter, but unfortunately her very rude manager failed completely in every customer relation rule.