Bad customer service experience

I purchased a golf shirt from a small business I saw on Instagram, via their WhatsApp catalogue.

The initial communication started 27 November 2024, in which I confirmed if the item was available and in my required size.

On the 28 November 2024, we continued communication with the sales representative, regarding my required size and address for courier until we concluded a sale and I sent through proof of payment. No courier waybill details had been sent by end of the same day, to which I followed up.

I was sent a waybill number the following day, which to my surprise, was not the same courier company we had discussed. Upon further investigation, the selected pickup point was not in my local area but rather a 30 minute outside of my immediate radius. I also queried it and was called by one of their other partners or sale representatives, who said he would follow up or at least attempt to have the parcel diverted to a place closer to my location. That did not happen.

I received an SMS to collect my parcel on 4 December 2024. I went to collect 5 December 2024. When I opened up the parcel, I discovered that the size I received was incorrect.

I immediately called the sales representative who I had talked to few days prior, to alert him that the incorrect size was sent and that I no longer wanted any of their products. He asked if I fitted the item, to which I said no because I had already upsized when I placed the order. He then told me that they don't do refunds, only exchanges. It was a back and forth for some time as I told him that I wanted nothing to do with their business as I had received unsatisfactory service from after my payment. All I wanted was my money back. He asked to call me back after a few minutes, which he didn't. I had to call to follow up.

When I called, he said he would call me back, after a short time he did. We went over the same thing again about them not giving refunds but only exchanges. Perhaps when he could see I was not budging, he changed his language and started to speak in isiZulu. He proceeded to ask me for my surname, to which I responded that it is none of his business because it has no bearing on the issue at hand. He proceeded with what I would call, trying to call me with endearing names, to which I didn't not respond and continued to stand my ground. I eventually hung up the call because we were not reaching common ground. I also sent a message to the WhatsApp line I had placed an order on.

On 6 December 2024, the person on the WhatsApp line, responded to my messages reading, "Hello, I'd like a refund. I received the incorrect size" saying, "Morning, the size that was sent was requested by you “Large”. . . so how’s it incorrect?"

I further went on to explain my issue, to which he also said that they don't do refunds, only exchanges within 13 days. I then queried when was any of these terms made available either on their WhatsApp catalogue or Instagram page as I had gone through it. He proceeded to send me a blank receipt, which was the first time I had seen it. It was not sent after my purchase. No invoice was sent after my purchase as receipt of sale. The very same receipt was not sent as part of the package. He stood firmly on that they will only process an exchange once they have received the item.

I don't want an exchange. All I want is my full refund