BAD SERVICE

On Saturday, last week, 5th June 2021, me and my fiancé went to your store in Baywest Mall, Port Elizabeth, to Purchase a CD Player for my fiancé's Grandfather. We finally managed to Purchase one after a confusion about the prices that were not labelled correctly by your store. When we returned home, my Fiancé's grandfather was not happy with the CD Player, as he actually wanted a 32 Inch T.V. We immediately phoned the store and asked if we could return the CD Player for a refund, as we wanted to first shop around for the T.V he wanted. The lady who assisted us in the first place told us to come in on Sunday, 05th June 2021 late afternoon, as they do not always have R1000.00 cash on hand, which I completely understand and agreed to. Unfortunately on Sunday we couldn't make it, as time ran out. During the course of the week, my fiance decided to return the CD Player, around 17:00, as we remembered it was said that we must come late in the afternoon, as your Cashiers do not start with a float that high. When she got there they told her they do not have cash on hand and must come back another day. All the way from William Moffet just to be told this. Not an apology, not an alternative, just "come back another day", what kind of service is this? Yesterday, 10 June 2021, I decided to phone the shop at 15:00 to make sure I am not wasting my time and petrol again, like the first time my fiance went there. I spoke to Shandre (not sure about the spelling of her name) and she assured me she does have the Cash on hand, but will be knocking off @ 17:00. I told her I leave work only at 16:30, but will be there just before or after 17:00, depending on Traffic. She asked if I had the Slip on me, so she can generate the return while waiting for me to get there, but told her I will have a look in the car, as I am not too sure. I went to have a look immediately and phoned back about 5 minutes after the original first call. I was then told that Shadre went on Lunch and would be back in 15min. (How can she go on lunch, knowing a Customer is going to phone her back? I guess she just didn't care) After 15 minutes I called back about 5-6 times, but the telephone line was engaged. I then asked my fiance to call again, as I left work and was on my way to your store. When she called the first time it was said that Shandre is still on lunch (now it's been about 30minutes after the first time they told me she would be back from lunch after 15minutes). She then spoke to another lady there which said that they do have cash and we are welcome to come and return the CD Player. I arrived at your store 16:58, just to be told that no-one has money in their till. Now I do not understand. How can someone have told my fiance @ 16:55 that they have this amount of Cash on hand and 3minutes later no one has cash. When I spoke to Shandre she told me that the Cashiers already "Dropped" their money as they needed to go home, so now I see how this level of service works. The cashier's "home-time" comes before a customer wanting to return something. She told me @ 17:00 they dropped their money. I asked her how can they have already dropped their money if it's only 16:58 now(at the time) and not even 17:00 yet? She could not answer my question at all and said she will swipe my card I originally paid with. I was not happy about this at all, but had no other choice as I never go to Baywest Mall, as it's out of my way. I then gave her my card and she did what she had to do, without apologizing once. The manager, I assume, with the name of Stella was so unfriendly. Firstly, she did not greet me at all, secondly, she couldn't have cared less about what the problem was, she just did the Credit and told me to sign and walked away. (Not even a "please sign, just sign here") I am so extremely disappointed with your level of service more than anything else. The worst of all, now I have to wait about 7 days, if not longer, for that money to return back into my account and my fiance's grandfather has to sit without a birthday present (which would have been a TV if I got the cash back from your store). I was planning on Purchasing the T.V from your store if it wasn't for your level of service. My question to you now is what are you going to do about this, or will it also just be ignored as we were ignored at your store? The best of all is that so much time and petrol was wasted on this where it could have been resolved so much faster if your cashiers only decided to take the Customers needs before their own! I expect a answer and solution to this complaint, as this is unacceptable