Poor Service from Identity staff members

Hi,

I went to Identity Thabong Mall in Sebokeng Vaal, I received a terrible service ever.

On 24th December 2021 I bought a dress of which upon wearing it I realised that it had a small damage on the side. On the 12th January 2022 I went back to the store for an exchange and after checking all the items in the store I could not find anything to exchange for. I then requested the lady to refund my money.

The attitude of those ladies was horrible to say the least. I was told that I could have washed the dress before bringing it back and I should go wash it first before I could be assisted, and they cannot refund me because my story does not make sense. After a long argument and a further request to phone their head office I was told that they can only refund me on my debit card (as they did not have any cash in the till) as the purchase was initially done using my debit card (something new to me). It was already at noon to be told that the store had not had any sales since morning. Mind you, by this time I had already phoned the head office which instructed them to refund my cash.

Before leaving the store I was told that the money has been refunded in to my personal account and it would reflect later on that day or after 24 hours , mind you they did not even provide proof that the cash was refunded as they did not give me any cash slip print out and they kept the dress in the store. I called the store on the 13th because the money was still not reflecting, I was told to be patient and it will reflect soon.

The truth of the matter is I cannot leave this matter lying down as the value of the dress was R360.00 and will do everything in my powers to get what is due to me. The best the management can do is to guarantee that they will assist in this matter amicably and provide necessary training to their staff members as this will affect their brand negatively in a long run . Apparently I am not the customer who has is complaining about the attitude in that store.

Please intervene.