Disappointing and Shocking service received.

I bought 4 school shirts (2× short sleeves and 2x long sleeves) for my son on the 10th Jan 2025 as he was still on holiday. When he came back, I took the 2 out of plastics and fitted him, but they did not fit well. Today I took it back to the store (Mall of The South) for a refund. The 2 which were out of its original plastics were still in excellent condition because it was never warn. To my shock, I was told by the lady at the till whose name starts with an N that they cannot assist as they were not in plastic packs. She called the supervisor for an override and she told her that I needed the refund, the "cold" supervisor with an attitude 🙄 advised that it cannot be refunded. I then asked them to keep the 2 shirts and they only refunded me for the 2. The disheartening thing is that I had a receipt but nope, Si...ni Sh...ngu (the supervisor could not even help with a positive outcome).

Client Centricity is key in all retail companies, actually every company. When you do not want to refund a client, simply give or offer a gift card so that the funds will still be used in Jet anyway. This will increase your revenue as you did not loose from the refund. A client has a receipt, the goods are in perfect condition and all you need for the client, is a solution with friendliness, not attitudes.

I left the 2 shirts there as I needed to bring this to Jet stores attention. The supervisor at Mall of the South, kindly learn the importance of good customer service as it creates word of mouth (both positive and negative) and please be mindful when dealing with clients. Respect is earned, do not act with the attitude of "I'm a Supervisor". Be solution oriented and clients centric.

I am not pleased with the money lost but I needed to give you a solution as the manner on which you both treated me was uncalled for. I do not even have a receipt anymore as it was retained.