Bad Bad Customer service and providing false information to customers

Foschini Chris Hani mall in Vosloorus and online service has really bad service. I purchased a product online from the Bash app (Foschini) and the item was not in good condition, The Luella bag had a broken bag lock and dark stains on it (Item is white in color). I requested a return collection and incident was unattended to.

I then visited the Foschini store in Chris Hani, enquired about the return and a consultant informed me that I can return it to their store.

On the 26th July 2023, i visited the store to return the item, they could not process the return due to loadshedding, i asked the consultant ehat time the store closes she said 6pm. I left and returned to the store at 17h52pm, the store was already closes. I knocked and only after standing for 5 min at the door they allowed me in.

They told me they cannot take the item as thry have knocked off and they won't take the item because it is a brand their store is not selling. The manager by the name Lerato was present during all this misrepresentation that was being done. I asked them if what they are telling is per Foschini group policy and they said yes.

I fail to understand why the Bash online for foschini is not attending to my return request and why Foschini Chris Hani is giving out false information, and why they close the store earlier than what was stipulate on the store trading hours.

I am really not happy with the service provided by Foschini group and it's employees.