Awful Customer Experience at Mr Price Golden Acre( CPT)

Good day,

I trust this email finds you well.

My name is Yulenda Khoza, and I am hereby reporting the awful experience that I personal had today at Mr Price Cape Town Golden Acre(325 ) Shop 44.

I was assisting by Sinazo and Store Manager Simo whom both contributed to my experience.

I was there to pay the outstanding balance on the Lay-by sale I had made in June.

Upon receiving the clothes, I notified Sinazo that I would like to exchange the two Jeans that were part of the lay-by due to the size, I would like to have the jeans in a smaller size. She agreed and informed me to fetch the jeans of my choice. I did so and returned for the exchange, she then handed me over to her colleague and informed her to assist me as she was busy with something else. The colleague did the exchange as instructed by Sinazo and informed me that I need to make an additional payment of R60.00 as the items are no longer on promotions.

My response was why do I need to make an additional payment for something that I have already purchased, as now I want to make an exchange. The matter was then escalated to Simo( Store Manager) whom was of no assistance insisted that I make the payment or the return me the amount I had already paid for the items. I expressed to Simo that I do not understand why I should payment an additional R60.00 for something I have already bought, I am only requesting for an exchange not a refund.

He stated that the only thing he will do now is to authorize a refund, which was done.

I was refunded the amount of the Jeans I bought and walked out the store with no jeans.

I do not appreciate the manner that Simo and Sinazo threated me because during this time, I was being dismissed and Simo was constantly taking Calls ( on his Cellphone) while dealing with the matter.

As a store manager, his behavior was rude and not professional at all, at the end of the day I went to Mr. Price as a Customer.

Regards