Extreme Poor Service Experience – Urgent Attention Required

I would like to raise a serious concern regarding the poor customer service experience I encountered at the Jabulani Game store.

While Nomagugu from the returns section was extremely helpful and showed genuine support, the same cannot be said for the rest of the staff involved in our return process. In particular, Mr. Dlamini, the store or floor manager, was unprofessional and dismissive. He questioned why we came to return the air bed instead of patching it ourselves, which was both inappropriate and unhelpful, especially as we were seeking assistance through proper customer service channels.

Additionally, the supervisor on duty claimed not to know the refund process because we paid via Pay Just Now, which is unacceptable. We spent over two hours at the store, only to be told at the end that a proof of purchase slip was needed. It was only after we insisted that the refund be logged and provided the slip that our request was finally taken seriously.

This entire experience was frustrating and reflects poorly on the store's service standards. Mr. Dlamini, in particular, should undergo training on how to treat customers professionally and set clear expectations.

I am requesting urgent feedback and assistance regarding this matter. Customers deserve to be treated with respect and supported throughout the return or refund process — not made to feel like a burden.

Thank you for your immediate attention.