Disappointed and dissatisfied

My late mom who passed away on the 10th October 2021 had a laybye with Russell’s at the Gugulethu mall branch. I called the store to query about a refund I was told I can be refunded I need to bring my ID, death certificate and my moms ID. I then decided to visit the store on Monday 25 October 2021 and confirm what I was told over the phone to my surprise I was told I cannot be refunded, I need to take something else in exchange. I don’t understand if you are the only retail store that does not apply CPA as I have all my late moms receipts. I asked them why must I take something else in exchange and I was told “maybe your sister might come next and refund the same item again” I asked them what sister as I am the only child, their response “we don’t have proof” I logged a complaint online reference JD COMPLAINTS: *** and was told I must bring in the receipt I will be refunded.

Today 30 October 2021 I was rudely assisted, I am utterly disgusted the fact that they are creating their own policy requiring an affidavit, I brought in my mom’s death certificate, her ID, my ID and all her slips. I was refused a refund and was told to go to the police station to get an affidavit and also get my bank statement. I have been travelling up and down and everyday I am in that store I am treated like a ********, I mean I cannot be forced to take something else, I buried my mom last week and I do not want to take anything else in exchange!!! I asked to speak to a manager rudely the lady responds “you can wait till the 25th of November for the manager to come back!!!! SERIOUSLY!!!!!! Another thing, when I walked in the store I was told “you are the lady that logged a complaint, you will not be refunded “

Not once have I received a call from the manager, I need this matter resolved urgently.