Rude Area Manager, Poor Service, Don’t Want To Refund Me

Good day

I’d like to lay a complaint. I bought a beautiful Guess bag last year July for my sister and after using it only three times the long strap snapped off while she was taking pictures. This happened in September. I didn’t find time to take it back to Guess (Eastgate) till the 10th of November. Prior to the 10th of November, I called the head office to find out how to mar nouveau the situation since I didn’t have the original proof of purchase anymore and I was told to print out my bank statement to indicate the transaction. On arrival at the Guess (Eastgate) store, I was given an option to get a full refund or get the bag repaired and I chose to repair it cause my sister really liked it. I was told I’d get feedback within a week on whether the bag can be repaired or not, which didn’t happen.

I went back to the store with my sister this time during the first week of December and the bag wasn’t fixed still. We were told we’d get feedback again within a week but nothing happened. We finally went back to the store for the third time on the 17th of February. The bag was fixed, but wasn’t stored properly and had dents. My sister is frustrated and no longer wants the bag because we weren’t called after it was fixed, the bag was just stored roughly in the cupboard and we were returning to the store for the third time. We requested a full refund but we were rudely told by your store manager, Lethabo Claudius, that we won’t get a refund. We can either exchange or take a voucher, but my sister no longer wants the bag. She wants a refund. On top of that, your area manager, Lethabo Claudius, even instructed security to be called so we could get kicked out of the store. We were really appalled by his attitude and how we were treated as clients who paid.