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NOKWANDA S

1 reviews | Active since Dec 2019

13 Aug 2025, 22:57

Legit Gateway mall manager Joyce is deaming and undermine very unprofessional

Joyce the manager is very rude and dreaming and doesn't know how to deal with customers professionally. I bought shoes 8 days ago the correct size but when I was about to wear outside my house didn't even take 10 steps they were too lose so I took them back for a exchange she looked at them and said it's not in the same condition as it left the store I asked why she pointed to the black sole underneath as it had dust. I told her I can wipe the dust beneath which I did I purchased R14 wipes at the till and wiped them infront of her then she took three other pairs with 3 different sizes and compared the soles and said she won't exchange them she didn't even have the decency to tell me not to buy the wipes as she had already decided she won't exchange. I wasted my time and felt undermined. According to the refund policy the only time they should have rejected is if it was Underwear or due to hygiene, those were shoes cleaned and she acted like it's a financial detriment to exchange which is really nonsencial reasoning of her and pathetic honestly for management.

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Replies (1)
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NOKWANDA S's update20 Aug 2025, 05:01
Reviewer Update
Marisha Rambridge resolved my issue fairly. I returned the shoes, but since my size was no longer available for exchange, I chose a handbag instead. The manager's hostile and condescending attitude, even towards her staff, was disappointing still. I almost stopped shopping at the Gateway location because I've been a loyal customer of Legit all branches for that matter and I have never experienced any issues if for anything even when i purchased the shoes initially the cashiers and other staff have always been welcoming and friendly. I had to buy shoes at the Workshop Mall in Durban due to the inconvenience caused by the manager as I had an event i needed to attend and I needed the shoes

Marisha handled the situation professionally, displaying empathy and active listening to understand not just to repond . If the manager had spoken to me respectfully or politely, I wouldn’t have escalated the matter. This experience highlights that it's about how you communicate, not just what you say its how you say it. I'm glad my fashion needs are still met at the convenient Gateway Legit location and will continue shopping.