Old Khaki cumbersome returns process for online orders

I ordered some items online from Old Khaki, but when they arrived they didn't suit me at all. When I tried to return them to Cape Union Mart, I was told Cape Union Mart would not accept them, and that I needed to return them to an Old Khaki store. It took an extra hour out of my day, plus petrol, to drive to the nearest Old Khaki store.

Now I'm sure that Old Khaki/Cape Union Mart will come back with how sorry they are that I was inconvenienced (not that they will do anything about that), but that I (the customer) need to understand that this is how their systems work, etc etc.... Well sorry for you as a business - if you offer the convenience of online shopping, you also need to offer a seamless, easy, convenient method of returns.

When ordering, I was completely unaware that I had to go to an Old Khaki to return these items. Maybe it's there somewhere in the small print, hidden in the T's & C's that nobody bothers to read....

So here's a thought....how about, when the customer is ordering online, your techies put in a check box so that the customer can read and respond to the knowledge that all returns must be processed thorough an Old Khaki, and only an Old Khaki store.

I most certainly will not be ordering online from Old Khaki in future. You have lost a customer.