Bad Service at Jet Greenacres

At the end of August, my stepfather had purchased a dress for me at Jets Greenacres. With covid, fitting room facilities are limited so I opted to try it on at home since I have 30 days to do an exchange. I went back a couple of weeks later to do the exchange, and the cashier completed it with no hassle, never asking for account details or the card. I assumed since it was essentially bought as a gift for me, I didn't need anything other than a receipt. I also purchased underwear.

The next day, I opened the packet to discover the underwear had metal tags on, yet no one stopped me at the door nor did the alerts go off. I was then called to inform me the exchange on the dress was done incorrectly and I needed to return to the store as the cashier's till did not balance. I asked what should I bring with and they said just the receipt. I went back the following weekend and turns out they cannot correct the mistake with just the slip. The cashier Brenda was very helpful but the supervisor/manager Imelda was not. I told her the dress was purchased as a gift so I don't own the account and instead of finding a solution to correct their mistake, she was abrupt and told me they can't do anything without the owners permission. I offered to call him and get a picture of the account card. She said we'll see if the system will allow it that way, told the cashier to help other customers and then she left. The lovely cashier tried to correct the mistake but said the system won't let her and then she tried to find the supervisor and she was nowhere to be found. I travelled all the way to fix their mess up and she was not helpful in getting it sorted at all and made me feel like it was my problem for not doing it correctly. No one mentioned I needed the account holder or the card to do a simple exchange, as I said the dress was bought as a gift. I then left, as it was month end and I shouldn't have to stand all day in a busy store, during covid, to fix someone else's mistake. The cashier said, since my stepfather works in Walmer Shopping Centre, he can ask that Jet if they could try and do it from there. The manager at this Jet was really helpful and nice. She explained that Greenacres could have made a phone call to head office to get the matter sorted immediately but we had to jump through 3 hoops to correct their mess up instead.

Before going to Walmer, they explained that the mistake was that the during the exchange, they did not charge the dress back to the account. I could have left it that way, since they made me run up and down to fix THEIR mistake but I chose to do the right thing to correct the matter. However, for my inconvenience, I cannot let the matter stand and not report the terrible customer service. Once I receive bad service from a store, I do not return. So Jets Greenacres won't be seeing me again.