******* practise and disgusting customer service Edgars Blue Route Mall

I just want to bring to everyone's attention not to buy anything from or support Edgar's Blue Route Mall branch as they are full of lies and give absolutely terrible service in every way shape and form.

Here is my story:

I purchased an expensive Casio watch from the Edgards Blue Route branch late January 2018, this was to be a gift for my younger brother on his 18th Birthday. Firstly, the day of purchase the entire system was down so I could'nt get a legitimate purchase reciept for the watch but the teller who processed payment advised that a gift receipt would suffice so I accepted. Secondly, the teller that processed the watch purchase did not fill in our warranty booklet, upon querying why, we were told she doesn't know how but it won't matter as the gift reciept will protect us and there is nothing she can do as the lady who is named Jakoba, who deals with their watches was not in (she is never in by the way!). I had no choice but to take the watch as I had no time to go elsewhere and took her word that the gift receipt would be ok.

About a week or so later, after I had already gifted the watch over to my brother for his birthday, my brother told me the watch had broken and the screen was not working. Now, this watch was not cheap and for it to already have issues was beyond me. Anyway, since I had just bought the watch, I decided to go back to BlueRoute to return the watch for a refund. First off, Jakoba (The watch consultamt) was not in - no surprise here. Secondly, a manager named Nasif who turns out to be the visual manager (and the only manager who was in on that day?), told me that I could not get a refund as they do not offer refunds on watches but it will be sent to Casio to either fix or replace. I told him about the warranty booklet not being filled in by the teller who previously processed my purchase and he advised that I neednt worry as he will fill in the warranty booklet as he can see my gift receipt and will proceed accordingly. Bear in mind, this so called manager did not deem it necesary to provide me with a reference so I could track the watch - even though I did request it. nasif also promised to give me a call the very next day to give me an update on what is happening. Obviously this did not happen as he does not care about the service he provides.

About a week later, I returned to the branch to find out what was going on, no one could tell me as Nasif was not in and nor was Jakoba. After speaking to the customer service department, the staff that were present took down my details and advised that they would get jakoba to give me a call.

Now here is where the lies and bad service got even worse.

As promised, the next day I got a call from the watch department - the lady named Jakoba - and she advised that the watch had been sent to Casio for repairs or replacement and I would receive it back within 6 weeks time. I also confirmed with her that it had definitely been dispatched to Casio and she confirmed that it had. Anyway, with nothing more to be done but wait, I gave Edgars the 6 week time period that Casio needed to fix/replace the watch. However, 6 weeks came and went and I still had heard nothing regarding the watch so we decided to go into the branch to follow-up:

1st follow-up: Went to the branch, Jakoba was not in and no one could assist us. 2nd follow-up: Jakoba advised there was a delay on Edgars side due to stock take so they could not receive any stock back in so the watch went back to Casio. (I mean really?) 3rd follow-up: Went to the branch again, Jakoba was not in and no one could assist us. 4th follow-up: Went back to the branch, Jakoba was there but she still did not have the watch and couldn't give a definite time of when Casio would send it back to her. Obviously, we were not happy with this as the watch had been gone for almost 2 months already. 5th follow-up: Still no watch.

We received a call from Jakoba around the 16th April 2018 (ALMOST 3 MONTHS LATER!) that the watch will be there the next day.

6th visit to the branch following the call: We got to the branch and were told the watch had not yet arrived, Jakoba once again blamed Casio yet she was the one who told us the watch would be in. Anyway, she said it would be in by latest 19th April.

We went back on the evening of 19 April 2018 and no the watch was still not there and Jakoba blamed Casio. My husband at this point was getting very distressed because this consultant was giving us the run around, so after a heated debate, Jakoba PROMISED us that the watch would be there the very next day (Friday, 20th April 2018). However, since we had already been **** to multiple times we skipped going to the branch on this day and decided to go the next day which was a Saturday.

Anyway, we called Jakoba on Saturday, 21 April 2018 just to double check that the watch was in fact there before we wasted more petrol and it had not yet arrived, so Jakoba then advised there was yet another issue and the watch would be in by the Monday (23 April 2018).

I received a call from Jakoba, not to advise that the watch had been fixed but she asked what method did I purchase the watch as there is a problem. I told her via my Edgars account and that my husband and I would be there by 5:30pm.

We arrived, as promised and were told by Jakoba that the watch was returned from Casio and that Casio did not touch it. In about three months the watch came back still broken? Obviously, by now we were quite irate and asked for the reference of this watch from Casio so that we could question it directly as well. To our absolute dismay, we found out the watch was NEVER sent to Casio but to an unknown supplier who would not fix the watch, probably because the warranty book was never filled in. But I was also told by Nasif that he would fill it in for me to avoid any problems. He did not do it. Also the supplier would not fix the watch because we did not have a receipt. But Nasif also told me as well as the teller who originally processed my purchase, that a gift receipt would work. Nope, Nasif did nothing to assist and blatantly **** to me. So not only did one of your managers lie, your watch consultant kept up a lie for almost three months instead of just processing a refund for me which is what I originally wanted. A manager named Pamela (no complaints to this lady as she handled this situation as best she could) eventually processed a refund on my account last night but obviously more than a refund needs to be done to rectify this situation as ALOT of time and money was wasted on this endeavour as well as interest accrued on my account not to mention you ruined an 18 year olds birthday present!

Now, Edgars Blue Route, you not only blamed another brand for your mistake, you also **** and conned a customer for over 3 months and wasted my time and money and caused immense undue stress on me and my husband for what reason. I was also charged interest on my account for this purchase over an above what I originally spent and I expect compensation. Not only this, but the amount of emotional stress this caused on myself and my husband needs to be compensated for.

As you can read, there are multiple problems with this experience and I actually am considering a legal route as this was VERY unfair and ******** practise and a branch that does this to customers should not be allowed to operate.