Worst experience ever

I bought a bracelet from NWJ Kollenade on Monday 27 November 2017. The opening clip of the bracelet was faulty and I went to NWJ Woodlands to exchange the item on 29 November 2017. What a disaster! I have never experienced such bad service and arrogant attitude from any employees in any store. The manager of the store was not present and the two ladies working in the store refused to assist me. They phoned the manager who indicated that he/she is not prepared to speak to me and indicated that I must take the item back to the store I bought it from. Is this the image the store is giving to the public that the manager is too important to speak to a customer?

I was not happy with this as I stay quite a distance away from the Kollenade mall - we were in the vicinity on Monday that is why we stopped there for some shopping. I even went so far as to phone the Kollenade branch while I was in the Woodlands store and they indicated that according to them the Woodlands branch was supposed to assist me - they even spoke to the lady in the Woodlands store who, after that, still refused to assist me. They both laughed in my face when I said that I will report them. I then phoned NWJ customer care and spoke to a lady who indicated to me that the Woodlands store is a franchise and not a branch and that they can make their own rules but that the two employees had to provide me with their names - they still refused to do so. She indicated that she will inform the owner of the incident and I requested her to give my number to the owner. I have not even received a phone call from the owner.

I think it is important for NWJ to realise that consumers do not know whether a shop is a branch or a franchise - we see it as dealing with NWJ. Experiences like this is putting the group's name is at risk - no where on the purchasing slip where the exchange policy is explained, is a difference made between a branch and a franchise. The exchange policy is therefor misleading. I am extremely disappointed in the treatment I received and had to leave without the matter being resolved. I am now forced to drive all the way back to Kollenade to sort this issue out.