BAD SERVICE

I am writing to formally lodge a complaint regarding my recent experience at Edgars – Kollonade Mall I visited the store to request a refund for items that were purchased online using Payflex as my payment method. However, I was informed by the store staff that they are unable to process a refund or even a refund back to Payflex due to there being “no arrangement” in place. Instead, I was told that I could only receive an Edgars gift card. I raised my concern in-store that this solution is not acceptable. If the original payment was made via Payflex, I do not understand why the refund cannot be processed back to the original method of payment or even cash refund. Accepting a gift card would still leave me responsible for paying Payflex for goods I have returned, which is both unfair and unreasonable. I would like clarity on the following: 1. Why can the refund not be processed back to Payflex, which was the original method of payment or even a cash refund done as I have the receipt? 2. Why is a gift card being offered as the only option when I am entitled to a refund? 3. How is it acceptable for a customer to continue paying Payflex for returned goods? I am extremely dissatisfied with this experience. As a customer of Edgars, I expected refunds to be processed back to the original method of payment or cash refund especially for online purchases. Please advise urgently on how this matter will be resolved, as I require a proper refund and not a gift card. I look forward to your prompt response.