Bad service and ********** refund process

I bought a couch at Lewis in Ceres. They asked an exhorbitant delivery fee even though I live less than a kilometer from the store. I paid it as I did not have a vehicle to load and collect the couch.

My friend bought the same couch and did not take the delivery fee. However, the store offered to deliver to her home at no charge as they had no space to store the couch.

When I heard about this, I requested to cancel the delivery fee. The store told me that they would have to cancel the entire transaction and then the item would not be at a discounted price. I was not happy with this and so contacted their Customer Service division. They said it would take 24 hours to resolve. After three days passed, I contacted them and asked them if there was resolution on this yet and there was not, so I asked to cancel the entire transaction and get a refund. I felt that they did not make any effort to assist me and I just wanted my money back. Customer Service told me to take my ID, receipt and credit card to the store so that the transaction can be reversed.

At the store I was told to provide proof of banking details for the refund to be processed. I refused as this was not what I was told, but they would not process the refund without it. I then did so. After a few days, I called Customer Service to check if this was done and it was not. They again mentioned about the reversal and I told them that they got a copy of my bank statement. I was beyond irate at this point and demanded my money back. I was told to go back to the store and wait on them to resolve it on my card. The store insist that this is to help me and that they were not at fault.

They referred to me as "daai vrou alweer" when I called and they speak over me when I am busy speaking, saying that I am unreasonable and that my behaviour is not warranted. However they are apathetic, slow and disinterested in resolving my complaint.

I would not recommend that purchases be done at this store as they are unprofessional and unhelpful with a poor service manner.