POOR CUSTOMER SERVICE

I am writing to formally lodge a complaint regarding the service I received at your Soshanguve Thorn Tree store on 22 March 2026.

I visited the store with the intention of returning an item. I was informed that the item could not be returned because it had been purchased on promotion and I did not have the receipt. While I understand that refund policies may require proof of purchase, I clearly stated that I was not requesting a refund. Instead, I requested to exchange the item at the current system price.

Despite this, I was refused assistance by a staff member identified as Carol, who stated that she could not assist me. I found this response both unhelpful and disappointing, as no alternative solution was offered, nor was my request for an exchange reasonably considered.

It is my understanding that, in many cases, exchanges can be facilitated based on the system price even without a receipt, particularly when the customer is not requesting a monetary refund. The outright refusal to assist me, without proper explanation or escalation, reflects poor customer service and lack of flexibility.

I am dissatisfied with the manner in which my query was handled and the lack of effort made to resolve the matter. I request a clear explanation of your policy regarding exchanges without receipts, especially for promotional items, and why my request could not be accommodated.

Furthermore, I would appreciate it if this matter could be reviewed and addressed, and that appropriate steps be taken to ensure that customers are treated fairly and professionally in future.

I look forward to your response and a resolution to this matter.