Terrible service

As a first-time customer at Home Choice, I was deeply disappointed with the service I received, which I find to be unacceptable. I purchased a product from the Liberty Mall branch where the consultant assured me that the item is suitable for dry cleaning. However, upon reading the label when i got home, it clearly states that dry cleaning is not recommended. Nevertheless, I purchased the product on June 14, 2024, and returned it to the store on July 3rd. After waiting for over half an hour to speak to the store manager, Nisha, who informed me that she would need to contact her head office and promised a response by July 4th, citing the store's 14-day exchange policy. She acknowledged that the consultant should not have advised me incorrectly regarding the dry cleaning. At this point, I requested not for a refund but an exchange for other goods, noting the goods was unused and considering my, inconvenience caused by the consultant's misinformation and my time spent on returning to the store. I admit I should have reviewed the return/exchange policy beforehand, but I also believe it's the store's responsibility to explain these terms clearly at the time of purchase, which was not done. However, as of today, I have not received any contact from Manager Nisha, who was meant to contact by 4th July, which raises concerns about Home Choice's commitment to customer service. To further explain, I contacted the customer care on 6th July and spoke with a Nthombi, explaining my situation. She advised me to contact the store manager. She obviously was not listening as I did tell her that im raising the complaint due to no assistance from the store manager. When I asked for the team leader's details to escalate the matter, she falsely claimed there was no one else available besides her. I requested to speak directly with the team leader, due to the urgency of resolving the issue promptly, but Nthombi continued to misinform me, stating there was no team leader or any other senior personnel available to assist. Nthombi was clearly not willing to assist with the complaint. In summary, Nthombi's dishonesty about the availability of senior staff reflects poorly on Home Choice's stated values of integrity, fair trade practices, and close customer relationships. I did request from Nthobi a call back from team leader or calll centre manager but I still await this. I further sent an email to the customer care as well and i must say todate since highlighted on 3rd July, my issue is still not concluded, hence i taught ill share my the poor service that is rendered by Momechoice, so that other consumers makes informed decisions before wanting to buy from Homechoice.

Mr Sivnarain ***