Poor customer service

I had a terrible experience at Kingsmead shoe store at Springfield Park center in Durban. On Sunday, 15 March, I purchased a white Hi-Tec squash shoe for R699. I used it for the first time on Tuesday 17 March and within a few minutes i noticed my ankle began to pain. The shoe did not flex as it was supposed to resulting in poor response on the squash court and possible injury. I immediately stopped playing as it was very uncomfortable and went home.

Today, 18 March, I went in to the store where i purchased it and was assisted by Rita and Ingrid (manager). They both had a look at the shoe and Ingrid told me they could not process the return because the shoe had been worn. I explained the circumstances and Ingrid informed me that Kingsmead Shoes Retailer are not responsible for customers comfort and we as customers must try the shoe out on a carpet if we want to return it. I asked her how am I supposed to know the response on a squash court without using it on the squash court itself to which she responded by deflecting the question and stating there is nothing she can do to help me. She also told me that she had not received a single complaint about the shoe thereby implying that i am lying about my experiences.

Ultimately, I told her i am unhappy a a customer and if my ankle gets injured i will be sending my medical bills to your company to which she responded that she will be sending my shoe to the agent "and we will see what they say". She took my details and asked me to wait for 5 working days for a response.

To say I am disappointed with the level of service is an understatement. Ingrid is not a manager who listens - she just has automated responses, deflects questions that she cannot answer and cannot adapt to the situation. The reasons for not accepting my return did not make sense in this instance as these were squash shoes. My entire family has been supporting Kingsmead shoes for many years and it pains me to see a single employee ruining our good relationship.

I look forward to hearing your response to my complaint.

*** Invoice no. 145351

Kind regards Taswald