TERRIBLE SERVICE

My sister ordered a pair of shoes online. It was sent from the Tygervalley store to the store in Adderley Street. She was notified that it was ready for collection. She was still in the store when she decided to fit it on. The buckle of the 1 shoe was off. The store did not have the colour (purple) that she wanted and had delivered. She decided to exchange it for the black. Stood with the teller for at least 15 mins, when she was told they offline, she must go to the Golden Acre store. No compassion and no respect was shown. The fact that shes on her lunch break was not even taken into consideration. She called Head Office (call center) and they instructed her to do a refund and then purchase the shoes again. The refund will not be immediate and then when she wants to purchase the shoes, will they have the colour she wants. Will the delivery fee be refunded? the negligence was on you not on her. You handled the delivery, why must she face the consequences. She called numerous times yesterday, but your people lack customer service capabilities. She called the Adderley Street store this morning to set the black pair aside, and they told her they cant do it like that she must come in. She told them that head office told them she can, and their tune changed. They asked for her name and she had to spell it for them 3 times when they finally just ended the call while she was still speaking. So I am ready to go directly to the store to sort this bad behavior out and it wont be pretty. But I am willing to give you a chance to sort your people out and get back to me.