Havianas Complaint on extremely bad service -Somerset Mall Branch

Hi I visited your store (Somerset mall) on Saturday the 6th February 2021 around 15.30 with my 3 sons, and I got the worst service ever. As I was walking in I went to the till and was assisted by Natheerah whom I told that I’m returning 3 havaianas and she immediately changed her attitude and you could hear she was a bit abrupt when she asked me for my cell phone number and to see the Havaianas but did as she asked. She checked the Havaianas and advised that my son’s one cannot be exchanged because of the small wholes underneath and explained that because of that it cannot be exchanged and I did not have a problem , I then asked my son to choose other Havaianas from the store and I will pay for them (did not have a problem at all wit that) she then looked at my fiance’s Havaianas (checked everything she needed to check) and she advised that those one will not be exchanged and I asked why she then went to the manager and they spoke (I could see and heard her telling the manager that the Havaianas don’t break like that and that it looks like they were broken deliberately and she came back- there is a mirror in that small room so I could see everything she was doing). She then advised that she cannot see all the Havaianas under my number and asked where did I buy them, I responded and told her at that store (Somerset Mall) and also advised that the other ones might have been bought under the other number and gave her the number. She then checked and advised that she is not picking up the Havaianas under my number at all, she then called Waterfront store and they advised that they cant see anything as well. She then advised that my fiancé’s Havaianas looks like were cut. She then advised that she has been working there long and knows how the Havaianas break and she explained how they suppose to break and that most of their customer cut the Havaianas to get new ones. i then got irritated with the fact that she could not see the sandals I bought under my number and I was advised that when I bought the recent ones that I bought now in Jan 2021 that my number is saved under 1 my name and 2 my surname (I advised her of this and she advised that she is not picking up anything on her side). While she was busy arguing with me about the fact that I broke Havaianas , the manager was able to pick up the Havaianas and sked that your name is Esme right and that it is under my name. I advised that I could never cut the Havaianas to get new ones, NEVER. I don’t understand why she would tell me about what most customers do cause I was not there for most customers and was there for my ones and the audacity she had to tell me that I broke the sandals like when and how did I cut the them and also why would I do such a thing? I own 5 pairs of Havaianas one which broke in 4 weeks (and I hardly wear them cause I’m always at work) and had to return back to the store. I was very irritated to say the least cause I was very angry actually at the fact that she accused us of cutting the Havaianas, she needs to know how to talk to clients and what to say to clients. And I told her that I will speak to the head offices with regards to her attitude/behaviour and how to treat clients. She then said “ I’m actually talking to the head offices to Jodi so its fine you can talk to her “ . She creates irate clients herself cause she don’t know how to talk to peoples, she gives a lot of bad attitude to clients. She was irritated with the fact that I had 3 Havaianas that I was returning in t e first place that why she didn’t even see the Havaianas under my name. Yes I was angry because of what she said to me how she was with me. I can never walk in the store and just be rude out of the blue, I have been there a couple of times and I was never rude to them? NEVER!! And there was a time when they couldn’t do an exchange for me , but they spoke to me nicely and explained why and advised me to talk to you (Jodi) and I did exactly that. I was never rude or anything like that, because of what they said (the words they chose ) and how it was said, they made me understand the procedure. I asked no questioned and emailed you for further assistance. But she was just rude and has such a bad attitude with me and accused me of breaking the Havaianas myself. I’ve been visiting that store for more than 5 years now, I have never received such service ,NEVER EVER!! When buying the sandals we aare told that we can return them for an exchange should they break within the 6 months of purchase and no terms and conditions that are explained. Now when returning we accused of breaking the sandals but how if we then bought new ones after those ones broke (bought the new ones on V&A as it is near to work ). The manager was there but did not bother asking her to keep quiet or maybe jump in and handled the situation better, I had to ask her myself to assist as I did not want to be assisted by the rude Natheerah lady that had an extremely bad attitude because I wanted to exchange broken Havaianas. The manager then took over and assisted me. NB: We (my family) buy Havaianas even though they are expensive and we expect quality if we didn’t afford them we would have gone to other retail stores to buy the flip flops that are nice and cheaper, we buy quality and we expect quality not flops that will break in a month or 2 and we were accused of breaking the Havaianas because we wanted new ones , that was out of line of her to say that cause she don’t know me , I’m a client there and not her friend. She cant talk to clients and refer to client as people that always break the Havaianas because they want new ones. She accused us of breaking rather cutting the sandal because we wanted new ones. even with my son’s Havaianas there is nothing wrong but she just had an attitude and didn’t want to do the exchange. I am highly disgusted with the way she treated me (handled the exchange) and most of all the fact that she accused us of breaking /cutting the sandal so that we can get new ones. She is looking down on customers undermining them thinking that all customers are ********/**********. And I spoke to Jodi and I’m sorry but she advised that she got an email from Natheerah in Somerset store. And I could hear that she is taking her side (and I asked if she is taking sides without hearing me out/my side of the story?) and was trying to defend her (Natheerah) and blamed me on what she heard from the store but again Natheerah did say that I can talk to Jodi she don’t care cause she is talking her (that day before I left the store) via WhatsApp. As per what I gathered from Natheerah is that Jodi will not bother listening to what I have to say. This is not the way to treat customers!!!!

i have sent this email to the Customer Service/Head Office lady (Jodi) and she apologised on behalf of the company (auto email /copy and paste that was sent)and asked if i can send a picture (even though it was sent to them on that day i was ata the store)of the sandals i wanted to exchange and i sent the picture but no response till today and when i asked her via email on feedback she ignore nothing till today.