Merwe Salt disappoints

Covid has changed the way we shop and online shopping has become more important. I was doubly disappointed therefore by uncaring and callous service by Merwe Salt, a small local fashion brand. Although their returns policy is posted on their website I returned a dress after the two week period. Interestingly the customer has to pay for the return courier, unlike Superbalist, who pay for the courier. Once the dress had been returned they refused a refund and so I asked if they could perhaps include it in their next delivery of goods to their shop in Johannesburg. (They are based in Cape Town) This, I would have thought was a fairly reasonable request but they deferred to "policy" and said that I had to arrange, and pay for, for yet another courier to collect the dress which I no longer want! Although this is their policy I was very surprised and disappointed by their lack of understanding of customer service and basic kindness. Having owned and run my own business for 35 years I know that kindness is one of the most important customer interactions and would certainly advise anyone looking at buying from Merwe Salt to think carefully about dealing with an uncaring company. A pity when I think that many South Africans are trying to support local business. I wont be ordering anything from Merwe Salt again.