DISAPPOINTMENT - No regard to customer care at all

Old School ltd I placed an online order on 1 December and only received it on 17 December. Unfortunately, I was unaware that your clothing is slim‑fit, and both the Orlando Pirates jersey and quarter‑zip sweater purchased were tight around the hips.

On 18 December, I attempted to exchange the items at the Supersport Old School store in Randburg, as it was closest to me, but was advised that the store caters for specific customers and does not allow walk‑ins from outside. I then went to Sandton City, where I was able to exchange the jersey for a size large. However, the quarter‑zip sweater was not available in medium or large. The sales assistant kindly checked stock availability and confirmed Rosebank had a medium.

I travelled to the Rosebank store, tried on the medium, but unfortunately it was still too tight, and no large size was available. I returned again on 22 December to check if new stock had arrived, but there were still no large sizes available. I then proceeded to return the Orlando Pirates Quarter Zip Sweat – Black (Size S).

The sales assistant who assisted me with the return advised that cash refunds are not permitted and that the system did not allow for a voucher or store card to be issued, as the return was automatically linked to my online profile. I was further informed that an amount of R1,049.00 had been credited to my online account. However, despite this assurance, no such credit is reflecting on my profile to date. This is unacceptable, as a customer should not be denied access to funds that were confirmed as processed, particularly where no alternative refund method (cash or voucher) is made available.

In terms of the Consumer Protection Act (CPA), consumers are entitled to fair, transparent, and timely handling of returns and refunds. I therefore request that this matter be resolved without further delay, either by reflecting the credited amount on my online profile or by processing a refund to my original payment method.