Poor customer service

Dear Sir or Madam I was at your Edgars Gateway Branch on Friday (20 March 2020). I wanted to exchange a damaged/ broken heeled shoe that I bought sometime last year October/ November for R299. The problem was I misplaced or lost the receipt by mistake and I tried to explain that to Mr Ivan (the manager), that was called for authorisation. He then refused to exchange the shoe for R299 and said the system has reduced the item to R230 and I refused to accept the less amount, because that’s a manufacturer’s fault and they could check on my customer history but the problem is they cannot find a particular docket for this shoe. I, then asked them how is if it’s possible to make an exchange of the same amount and already taken a R299 shirt, but still he refused and said they can only give for R270. I asked myself whether the problem was making an exchange or the race because, before I was assisted, one indian lady told me straight that they can’t help if I don’t have a receipt, just after she ssid it, she took my shoe and looked for Ivan, surely by the time he comes to the tills, he was already been fed the wrong information and I can assure you that that’s what Edgars/ Edcon staff do when it comes to exchanges. I once worked for Edgars West Street and the first thing the manager asks if you need an authorisation is “Is it my cousin or your cousin”, by that thy are referring to the race groups, so they’ll come prepared and even said if it’s a black person, we are so easy to except anything but the other races are so difficult and that’s taking advantage of us and that’s exactly how I felt on that day. So maybe you’ll help me understand, what matters the most is for your company to benefit and us as the customers? They could have given a gift voucher that was going to use at any Edcon chain and not at Truworths, Woolworths, Sportscene, etc. I was so disappointed about the pathetic service which I received from them. I actually felt unfairly treated by your staff members and decided not to argue with them. When the shoe was bought, none of your staff had a problem and when the item is damaged, it won't be exchanged at the same price, is that R70 difference important than keeping your loyal customer? If you can go through my account and check my payments, you might think twice then losing me, that’s a promise and not a threat. It seems that your staff is not competent/ fully trained nor professional. I individually believe that the management should do something about it and maybe am speaking for thousands of people who have been mistreated. It was actually my first time experiencing such treatment and the fact that the shoes still looked new as it was bought but the problem was the broken heel, and what frustrates the most, is that the shoe is not even 5/ 6 months old. Maybe the best way is to take my services somewhere else where I can be treated with dignity. It is not like I owe it to you to shop at your store and yet am very positive that if I was a white person, the shoes were going to be exchanged without any questions, and yet we are actually talking about R299 shoe mind you. Am not stupid at all, I once worked in the retail industry and so I know all the t's & c's. I don't even work around Umhlanga, but I had to go back all the way and that was another transport expense for me, due to the poor quality of your shoe. Can this matter be treated as a matter of urgency and I initially don't even want the cash back but another item of the same amount. Thanking you in advance, hoping this matter will be treated fairly. Yours Sincerely Ms Thembile Khuzwayo