Bad Customer Care and online store Delivery.

I ordered an item online and went to return it in-store within 2 hours of delivery. Reason for returning was because the item had a dent on the cone of the speaker the packaging was in a terrible condition boxes seal was cut open and the product look like it was repackaged almost like it was a 2nd hand item. This item was supposed to be a gift so I could not gift it in that condition.

I called 3 stores before returning the item looking for the item I ordered I found it at 2 but in the wrong colour I was fine with taking a different colour and also let the store(Boksburg hifi corp) know specifically it is an online order and they have the item I want but in a different colour they advised I could return it with cer*****y. When I Arrived at the store the customer care representative advised me I could not return the item because they do not have stock but a sales assistant had just assisted and kept the item aside for me instore. The issue was that I could not return the item in store because they do not have the same colour so I spoke the manager which told me I would need to get a refund. I refused to get a refund as the product is currently on sale and the refund would take sometime to reflect and there was no guarantee I could get the other item.

Before I went to the store I emailed hifi corp and spoke to a gentleman by the name of Tebogo Mo***eng from the Secunda Hifi corp store who was assisting me with my query. I also called customer care where I spoke to a friendly gentleman named Argill who was going to assist escalate my situation for me.

I communicated the phone call with Tebogo where Tebogo Finally responded with the company's Terms and Conditions for a return.

CAN I RETURN MY ONLINE PURCHASE? • Not satisfied with your Online Purchase? @ Refunds Online purchases may be returned or exchanged at any of our nationwide Hifi Corp stores subject to submission of the original receipt, and that the merchandise is in its original packaging and condition. In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition We do not guarantee that you will be automatically refunded. The decision to refund is solely at the discretion of the store manager where you return the product, having inspected the condition of the item returned. Refunds are deposited directly into your credit card or bank account. This process may take up to 10 to 30 days. Refunds processing time frame will only be commenced from time of goods received.

above is the terms and conditions he advised me on which I then responded with then why do I have to wait for a the product to be sent a way if it says at the managers discretion and no where does it say the item needs to be exchanged for the exact same item and colour and spec it just says items are welcomed in store and exchanged and returns at the managers discretion.

I called Tebogo to get a faster response as I need the item Urgently as it is a gift, I just explained the situation to Tebogo we have been communicating the entire day and also tried to get information on what I need to do as fast as possible. When I asked specific questions and made specific requests Tebogo greeted me with a disgusting attitude. One of my requests for the exchange was that I asked Tebogo if he could please request that Boksburg keeps me the sealed item that I saw the morning when I was at the branch because I do not want an item that was opened in the same condition that I received it in.

Tebogo then responded saying that is not how hifi corp works and he can't ask them to keep me a new item in a sealed box (that the Boksburg store does have available that I saw when I was instore) I then asked so does hifi corp sell 2nd hand used items