NWJ: CLEARWATER MALL JHB - DISGRACEFUL SERVICE

Bought a locket yesterday 2 April 2023. However last night we discovered it doesn't close properly, and it looks rusted on the inside. My daughter took it back today, and the store doesn't have another one. No problem she asks for a refund because I paid cash and we have the receipt. The assistant Mphumi in the store says she cant give us a refund because she doesn't have any cash, and we will have to come back tomorrow. My daughter calls me and I speak to Mphumi telephonically, I tell her this is acceptable because we need the cash to go and by the item elsewhere. I ask for the manager Enaza Magola but she cant take my call, neither can she help my daughter in the store because she is at the back on Lunch .... this been between 3pm and 4pm in the afternoon.

I ask Mphumi don't they keep a float on hand, she says no. I asked her if she will definitely have cash tomorrow, she says only if someone comes into the store and buys with cash!!! So no guarantee, basically drive all the way back and it could be the same old story. Then she says that credit card reversals can be done immediately if I bought it with a credit card. Really! NWJ terms and conditions must then rather state that customers must buy with a credit card in order to get a refund.

Mphumi continues to say that she still wouldnt be able to refund the money any way because she needs authorisation from the Area manager Nico. I ask for Nico's number, but she doesnt have it?! The manager Enaza who is on lunch has it . By now its almost 4pm manager still on lunch and I am in the background trying to call the head office for assistance.

I manage to get through to the head office in the meantime, I get the area managers number and explain the entire situation. He's first response "so how would you like me to help you" OMW. I say but I have just told you what I need help with. He then says he will contact the branch. A few minutes later he calls back to say that the branch DOES HAVE A FLOAT and will process the refund! I ask him further to the fact that the manager and assistant that wouldnt help. He blames the assistant completely and says its her fault not the managers. Well, if he wont held the manager accountable for when things like this happen then I wonder if he is not showing favouritism, not my problem though. We finally got our cash, BUT WONT BE BACK FOR SURE. WHAT A WASTE OF AN ENTIRE HOUR WHEN THIS WAS A 5 MINUTE TRANSACTION.