Horrible customer treatment

On the 11/10/2022 I went to MrPrice Menlyn and this happened “ I went to do an exchange today at your MrPrice clothing Menlyn branch, my exchange was within the 30day period of which it is ending in a few days 16/10/2022, the items were bought using my husband’s store account. No where in your payment receipt is it written that if items are bought on account it can’t be exchanged by someone who is not an account holder.

When I got to the till I was told that I cannot exchange the items, even if I don’t want a refund, I then requested to see where it is written as I was not aware of this rule, the lady told me she is not allowed to show me but she will do it anyway, she took a good 30min looking for the written policy, while she was looking for the policy she was helping other people without telling me what’s happening, I was very shocked by all this but I said nothing since I wanted help, 30min later she told me I am wasting her time and she has a job to do, I then asked if customer service is not part of her job, she then told me about all the trouble she will be in and how her time is being wasted, in that 30min she failed to provide me with the written policy, she then took my phone and zoomed in and out to check the receipt, as though she did not trust me.

When she finally agreed to do the exchange she was still being very rude to me and telling me how I should get the person to come do the exchange, the account holder knows the rules.

She did not apologize for wasting my time rather complained that I wasted her time, in my entire life I have never seen such a horrible customer service I spent over 45min to just do an exchange. I think something need to be done about this. The employees name is Kamugelo. “ I complained on the same day on Mr Price “feedback “ platform I was promised I will get a call from the area manager in 48hours, which I never did. This goes to show that customer service is not part of this companies core values, from the employees to even the area manager.