Incorrect Product Sent & Poor Customer Service Response – No Support Provided for Retail Error

Hello Mr Price again! Customer service sucks again.

I am extremely disappointed with the service I have received from Mr Price.

I recently placed an online order for a pair of boots in size 7, but when the parcel arrived I discovered that the shoes were two different sizes — one boot is a size 7 and the other is a size 6. This is clearly a packing error.

I then contacted the customer care line for assistance and spoke to a consultant named Mbali, who was unfortunately completely unhelpful. I asked her to arrange for the incorrect pair to be swapped for the correct size, since the mistake was not mine. She informed me that they cannot arrange exchanges and that I would have to go into a store myself to resolve the issue.

I asked her to check the closest store to me, which is Flora Centre, but she advised that they do not have the shoe in stock. She then suggested I travel to Clearwater or Westgate, stating that there was nothing further she could do because exchanges are not handled through the contact centre.

This response is unacceptable. The error was made by Mr Price, yet I am being expected to go out of my way to correct it.

To make matters worse, I am currently a cancer patient and simply do not have the energy to deal with other people’s mistakes or travel to multiple shopping centres that are not close to me. I expected a far more considerate and practical solution from a large retailer.

I would like Mr Price to take responsibility for this mistake and arrange a proper exchange or collection with the correct size delivered, without requiring me to travel to stores that are inconveniently located.

I look forward to a prompt resolution.