Refund Process and Service Concerns – Foschini Gateway

I wish to formally express my deep disappointment with the service I received at Foschini Gateway. I visited the store to return an item purchased online and to collect another item I had ordered. Upon requesting a cash refund instead of an EFT, the cashier (Nonjabulo Celiwe) informed me that no cash was available at her till. After consulting with her supervisor, I was further advised that their system does not support refunds for online purchases. Given the technological capabilities available today, I found this explanation unacceptable. The overall service experience was extremely poor, and I believe that substandard service should never be tolerated. As customers, we choose to spend our hard-earned money at retail stores not only for the products but also for the quality of service. Regrettably, this experience has led me to conclude that I will no longer shop at this store, as its facilities do not adequately support a seamless and inclusive shopping experience.