Bad Attitude and ***********

The following email was sent with no resolution to dare.

Good day

As mentioned above my complaint is about the absolute pathetic service I experienced at your Gateway store.

Let me premise this email stating I have been a loyal customer for over a decade. In my decade long relationship with TFG I can honestly say I have NEVER experienced the utter unprofessional and untrained encounter with your staff as I have on Friday the 7th.

Please see attached proof of the 2 employees I will be referring to in my complaint.

I purchased a formal stripped shirt for an interview I had online on the 13th of January 2025. It was 1 of 2 shirts I purchased at the last minute to prepare for set interview. The shirt I purchased at a different branch, I didn't wear it and decided to return it.

When I was at the Gateway store, Felicity assisted me. This is who my complaint is against. Felicity told me straight away that I cannot return the shirt without a receipt, at which point I told her I have proof of payment using my bank card. There is very poor reception at the store so when attempting to retrieve my purchase date, it took a while so she asked to see to another customer and I said no because I had found the receipt and I can't be long at the store because I had a baby with me, my nephew of 3, and I needed to fetch him from his mom who works in a different store. After showing Felicity the POP, she walks away from me without any explanation and dissapears for a few minutes running an errand for another employee whilst I'm left standing at the till awaiting her response to my refund request. If you investigate you will find that I asked the other staff members on duty where she was because she was gone a while.

When she comes back she lies to her manager on duty that she told me where she was going, but she did not, and didn't even apologize for her rude behavior but continues to assist me with a foul attitude.

I told her very clearly and showed her from the banking app where and when I made the purchase, however the banking app cleared payment the following day, so I mentioned that it could be either date but I remember the date of my interview was the 13th so the purchase was for that date.

All of this had already taken 15 minutes, just to establish my POP and date. I ask to be excused to fetch my nephew. Brought him back and she was still waiting for the system to load the transactions for the day.

Felicity continued to ignore my questions, rolls her eyes at me and sighs as though I'm wasting HER TIME. After moving to another computer to search again, I need to change my nephews diaper, so I excuse myself from both her and the manager Merinissa.

I come back after another 20 mins and they have STILL NOT found the receipt.

I'm waiting in this store a full 40 mins in total for a simple refund, with a 3 year old who was hungry and needed to be tended to.

After waiting that long, Merinissa ONLY THEN ASKS WHICH STORE I MADE THE PURCHASE AT, and then tells me they're not ALLOWED to pull receipts from other stores, when I ask her if I was on holiday in another province, am I not allowed to make any transactions even though you're from the same group of stores, she ignores me then proceeds to check for the invoice online and finds it in 2 mins.

Are the employees at your stores not trained properly? Do you hire uneducated and un-equipped staff? The fact that Felicity firstly ignored everything I said and made her own assumptions based on her presuppositions of what I was asking for, is the root cause of my complaint. Had she done her job correctly and efficiently, I wouldn't have wasted under an hour in that store with a child, waiting for a SIMPLE REFUND! I will share my experience with any and everyone if there is no action taken against your unprofessional and ******** staff members.

As irate as I was, because I had my nephew I didn't cause a scene, had he not been there I would have brought that roof down with the utter frustration of dealing with these two imbeciles!

Their utter lack of wanting to do their JOB correctly should make you question hiring them altogether. They are a poor reflection of the Foschini Group