I am writing to formally complain about the poor customer service and the refusal to process a simple exchange at your Kempton Square branch 6252 today. My experience involved two separate visits and highly unprofessional behavior from your staff. Duri

I am writing to formally complain about the poor customer service and the refusal to process a simple exchange at your Kempton Square branch 6252 today. My experience involved two separate visits and highly unprofessional behavior from your staff.

During my first visit in the morning, I was assisted by Brenda. I wanted to exchange an item that I had purchased at a different branch. I provided the original receipt, and the item was in perfect, original condition. Despite this, Brenda refused to process the exchange and told me that I had to take the item back to the exact branch where I bought it. This policy is highly impractical. Since I am in Kempton Park, returning to the original branch is incredibly inconvenient and defeats the purpose of shopping at a multi-branch retailer. By this logic, if I had purchased this item in KwaZulu-Natal, I would be expected to travel all the way back just to process a return.

Hoping for a better resolution, I went back to the store later in the day. During this second visit, the service was even worse. I encountered another staff member, Philipine , who completely ignored me and failed to greet me. Furthermore, when I needed to pass by Her to get to the other side of the store, She made no effort to move and looked at me with a distinct attitude. I actually had to be the one to greet Her and explicitly ask Her to move so that I could walk past.

This standard of service both the unhelpful return policy and the blatant disrespect from the staff is completely unacceptable.

I would appreciate it if management could clarify your official exchange policy and address the behavior of these two staff members. I expect a prompt response regarding how we can resolve this matter.

I look forward to hearing from you.

Sincerely,

Lizzy Kamana ***