Shockingly poor customer service - Miladys Rosehill Mall, Port Alfred

I am extremely concerned and upset because of the customer service from staff members in Milady's at Rosehill Mall in Port Alfred. My elderly mother (72y) bought a top for herself and then she went home. It did fit initially and she cut of the price tag. But later during the day she realised that the neck section of the top is scratching her skin as it was too tight. Sensitive skin is a condition she is still suffering from after the chemo therapy she received when she had cancer a few years ago. She took the top with the seperate tag and slip to return it for a bigger size, but she encountered a very unfriendly lady with the name Fundiswa on Sunday, 27 September between 9:30 and 10am. Fundiswa immediately confronted my mother saying that she was not supposed to cut off the tag. My mother said she knows, but tried to explain why she did. Fundiswa then ignored my mother and refused to assist her further. My mom continued to ask if she will please help her and if she may return the top, only to be ignored. She then asked for a refund to which the lady then suddenly acted on and proceeded to the till and issued the refund without saying a word to my mother. I understand if Miladys has this policiy that you shouldn't cut off the tag, but you can't be rude to customers and treat them in this manner. They should talk calmly and listen to the customer before making an informed decision. Even if the customer is in the wrong, they should still be professional. My mother is a soft kind-hearted person who never gets angry or upset, especially not in public. It was obvious that the lady was just not in the mood to help my mother or to find out how they can resolve the issue. This is not the first incident at the same shop as I was witness of another incident. I was in Spar a few months before this incident, and my mom went to Milady's to return something. When I entered the shop, I saw my mom standing at the tills but there was no one assisting her. When I approached my mom, she said they are refusing to help her because the credit card number on the slip does not match the credit card she gave them. I then asked to see the slip and then showed them that it indeed did match. I asked them why were they rude to my mother and stopped helping her, to which they responded that the numbers didn't match and they can't help someone if they have the wrong credit card which they used to pay for the items. I then showed them that it did match and they didn't look properly. The lady just gave a soft 'sorry' and did the refund. I couldn't believe what I was seeing, they just continued with their business leaving my mother to stand there refusing to help her, even if it was their own incompetency that caused the situation. A manager did phone my mother after the incident on 27 September. but apparently he only repeated 'you shouldn't cut off the tag'. I am also going to contact the Customer Consumer Protection Act because I also worked in retail and this was never ever a problem. Just as long as you have the tag with you and the slip, then what does it matter? I understand if this is their policy, but they should listen to reason and seriously improve their customer service. I find it very concerning that all people, not just the elderly, are being treated like this.