Poor Service

I'm writing to express my extreme disappointment with the service I received from Deidre at Legit CBD in Cape Town. I purchased a pair of heels from the store on the 7th of October and have been enjoying them, but I've recently noticed an irritating squeaking sound when I walk, particularly on tile floors. My colleagues have even commented on the noise, comparing it to a wheelbarrow.

On December 23rd, I visited the store to purchase another pair of heels and attempted to return the faulty shoes. I explained the issue to Deidre, but she seemed uncertain and didn't provide a clear response. I decided to return the shoes today, and Deidre asked me to wear them in-store, which I find it disturbing but I did anyway. However, the shoes didn't make the sound on their store's flooring.

I showed Deidre videos I had taken at home and work, demonstrating the issue, but she refused to acknowledge the problem. She made a call to Marisha, stating that I was in-store and the shoes didn't make a sound, implying that I was fabricating the issue. Marisha then said I shouldn't be assisted.

As a customer service professional myself, I'm appalled by Deidre and Marisha's lack of empathy, apology, and competence. I left the shoes in-store, as they're unwearable due to the squeaking.

I then sent an email to Nokwanda that I spoke to telephonic before going to the Legit store for the second time, she then rep**** this morning saying "After reviewing your case with our area manager and in line with Legit customer policy, we regret to inform you that we are unable to accept the return of the shoes. As they have been worn and it has been over 31 days since purchase, the shoes are no longer in a condition suitable for resale" to me it seems like they worried about the resale of the shoe ignoring the fact that the shoe is defective and I have been telling them that and they are failing to comply with their own policy. Its stated on their policy that defective items are returnable within the space of 6 months however they are making up their own not following the procedures regarding defective items.