Disgusting service!!!

My experience with your company has been horrible from the actual store at pavilion mall to the customer care service centre, that can not help me until the area manager has helped me but the area manager has not gotten back to me.

Last week, I bought skull candy earphones from the pavilion incredible connections branch. I then realised the right ear was not working so I took them back the next day and the technician said he does not see fault with the ear phones. He said only if you twist the point at which the earphones go in the phone is there a problem, which confuses because then is there not a problem with the earphones in that case.

I said I just wanted earphones that work. And he said they do not do full refunds if nothing is wrong with the earphones. But there was something wrong with them. I then got 15% deducted from my initial transaction of R170.

I have received the R152, how ever I want my full refund back as I feel the way in which the manager and technician handled my situation. They say that they take 15% off because of a handling fee which is now my problem yet the right ear of the earphones wasn't working.

I called customer care service and they tried to put me through to the branch manager before they could help me. The branch was not in. The second I then sent an email to the customer care service and there was no response.

The email is attached below: I made a lot of spelling mistakes because I was upset and frustrated.

Email: I've called your customer care service and longed a complaint about you pavilion branch.

I would like for your company to respond to this complaint and refund me my R170 in full.

I bought earphones from your store in pavilion on the 29th of September 2018. The right ear piece did not workwhen I opened it. Your technician at your store Saud he sees no fault however there is a fault or else I would not have given it back. They said that the rerun would deduct 15% off of my purchase money so the cab sell the ear phones.

The technician said that if you move the point at which you put the earphones in the phone that's when u find fault, which means there's a fault with earphone right. But he still insisted that money would be deduced, also he agreed that this is not my fault yet still deduced money off of my refund which I do not understand because it is my problem now as I am missing money because of faulty earphones supp**** by your store.

I called your customer care service in the morning and they took me through to the store manager and I do not wish to communicate with the store manager as she did not help me or have my (the customers) best interest at hear.

I do wish to take this situation further as I work hard for my money and was treated unfairly and so I will take this further if I do not receive my money in full as the earphones did not work as they were meant to.

I do not appreciate how I was treated and that they did not seek to help the customer or see my point of view.

I need a response as soon as possible, I am highly upset and annoyed by this. I am a student and do not have money to play with. 15% of my money is a lot to me despite what anyone might think.

I would like the rest of my money back please. And I would like to know when my money will reflect as I still have not received it.

Please get back to me as soon as you can as your lines are closed for the rest of today.

Please contact me on...

*once I managed to get hold of the branch manager through customer care on the third day. She said they will take in the ear phones to get tested proper and get back to me later. This was two days ago. I have not been contacted since.

I don't care that it's just 170 rand, it's my money and I work hard for it. I would like a response from them as I already told them I would go through with extra measures if I do not get assistance. I'm tired of calling customer care cause they don't care and they keep wasting my airtime as they have not assisted me to this day.

Upset customer.