Pathetic Customer Service

<p>I’m really disappointed about the service that I received from the Identity branch in Carlton. It’s not the staff on the floor but mainly the manager called Zoleka. This lady is not only rude to the customers but her staff and the securities that keep the store safe, the way she told the security not to close the doors was really uncalled for.</p> <p>My mom bought me a white dress on the 21/09/2016 which was meant to be a surprised, when she gave me the dress I fitted it and only to find out that it was too short and too tight. As I work from Monday to Friday I only managed to get time off on the 06/07/2016. When we got to the store we explained to the teller what had transpired and he said no problem I will refund or exchange the dress for you as you have the tag and the slip. I couldn’t find a bigger size so I opted to buy a jean which was of higher value and the gentleman was assisting with the transaction until Zoleka came and chased him away and as a result I did not get his name. The gentleman explained why he was back at the till as he was helping the colleague as there were a lot of customers and needed to assist his colleague. Because Zoleka who is a manager does not know what customer service is the gentleman had to be sent to the floor when he clearly indicated that there was nothing to do on the floor as all his housekeeping c****s were completed. We stood there with my mom and no one was assisting, Zoleka kept on punching the computer and didn’t say anything. We stood there for about 10 minutes with no one assisting until my mom asked if we needed to go to the next teller.</p> <p>Zoleka then said that she will not refund or exchange as the dress was dirty on the neckline and therefore no refund. I told her that the unfortunate part is that my mom did not check the dress and I didn’t check the dress and neither did the consultant however I know the process behind fitting a white dress is that you have to be extra careful and if I knew I had made it dirty wouldn’t I then wipe or wash the dress? She then told the teller to process, when the teller was busy with the transaction she then changed her mind and said she refuses to refund as the tag was not intact. My was assured that should she have a problem with the dress she can return the dress with no hassle and guess what we were wrong. I have made numerous exchanges with your branches with the tag in my hand and the transaction was processed and on the very same day my mom went to Legit to exchange an item of clothing she had bought for my sister and guess what the tag was not intact but she had it with her. I would understand if I wore make up or I had fitted the dress without taking a shower but I mean really. I’m now stuck with a short dress that I will never wear, a dress worth R399.</p> <p> </p> <p>This lady does not know what customer service is and has no respect for an elderly person mind you my mom 64 years. I think she needs customer service courses as well as leadership course. She is really pathetic and has no manner of talking. I will never set my foot or let my mom buy anything from Identity in general.</p> <p> </p> <p> </p>