Poor service

Good day,

I would like to formally raise a complaint regarding a highly unsatisfactory experience at your Somerset West branch. Manager reponsible: Terri-leigh

I purchased items to the value of just below R30 k, which the cashier accidentally refunded back to me. I returned the following day to correct the mistake. However, my order was placed on hold because the manager claimed that I had “not paid” for the items and had only “reimbursed the refund.”

I clearly informed the store on the day of purchase that I would return the refunded amount as soon as it reflected in my bank account. Despite knowing that bank refunds can take up to three days to reflect, the store still refused to release my order. I was told that I needed to pay the invoice as well, doubling the expense, before the items could be delivered, an amount I did not have available, given that the erroneous refund had not yet cleared.

This forced me to cancel an installation appointment I had already arranged.

Once the refund finally reflected, I made payment before 9am the same morning. The manager then insisted that I make an immediate payment, requiring me to incur additional bank charges, costs I should never have been responsible for.

Overall, the situation was handled in a distasteful and unacceptable manner. I was treated as though I had done something wrong, despite the entire situation arising from a staff error.