Complain about Foschini exchange policy

I am writing to express my deep dissatisfaction with your current exchange policy, which I find to be utterly ridiculous and lacking in customer consideration.

On 25 August 2026, I purchased a top from Foschini at Gateway Durban. Due to being in a hurry, I did not try it on immediately. Upon returning home, I realized that the top was a bit small. The very next day, on 26 August 2026, I visited Foschini Shelly Beach with the intention of exchanging the item for a different size.

To my surprise, the store manager, Neropa, informed me that your policy no longer allows for exchanges, but only refunds, which are processed via bank transfer and can take 3 to 5 business days. She then suggested I wait for the refund before purchasing the item again. Additionally, she pointed me to the back of the receipt, claiming it contained the policy details. However, upon review, there was nothing indicating that exchanges were no longer permitted, only information about refunds.

I want to make it clear that I did not want a refund; I simply wanted to exchange the top for a different size. If this is indeed Foschini’s official policy, I am appalled. It seems to serve neither the customers nor the convenience of shopping. When I purchase clothing, I do so with the intention of wearing it, not merely to keep it for display. The only reason I bought this top was to wear it on 26 August 2026, and your policy has caused unnecessary inconvenience and regret.

This process has made me question Foschini’s commitment to customer satisfaction. I kindly urge you to review and reconsider this policy, as it is not working for your customers and damages your reputation.