Pathetic Customer Service from Manager

On 15 April 2023 I visited Petworld XXL Cape Gate to purchase fish and fish tank accessories. When returning home, I noted that my tank is too small to accommodate all fish and plants purchased. I called Petworld to find out if I am able to return 1 of the fish and 1 of the plants I purchased. The gentleman on the phone asked me to hold the line while he asked the manager. When he returned to the line, he informed me that they do not usually do returns, however I can bring back the fish and plant for an exchange or credit note but no money refund.

When returning to the store the cashier said that she just needs to confirm with the manager before assisting me. Tanya Bins (Manager) approached me and said that she will refund the plant but not the fish as they do not exchange livestock because they do not know how the livestock has been handled once leaving the store. I understand and agree with the above reasoning for not returning livestock.

My concern and upset is based on the following 1. Before returning to the store, I called the store from home to ask about returns of the above purchase and was told I can do so in exchange for a credit note. 2. My family was with me in store to do the return as we were heading out for the day and not returning home again 3. When I explained the above to Tanya, she said that she must have heard the wrong thing and thought the gentleman told her it was a plant and pump I was returning. My wife requested that Tanya call the staff member so that we can ask him what was said. Tanya rep**** and said she couldn't remember who he was. When we questioned her role as manager and knowing her staff, she said she is very busy and can't remember who she spoke to (yet you are managing this person), and it doesn't matter as she will not refund or accept the fish. Taking no accountability for initially authorizing the return. 4. When we asked to speak to the manager we were told that she is the manager and we can forward complaints to customer care on Monday (arrogant and raising her voice). My wife told her twice that there was no need to raise her voice. 5. After explaining to Tanya that I returned the fish after being told I can telephonically, and the fact that I was not going home again to ensure the fish gets placed into a suitable environment, she responds by saying that she does not care and will not refund the fish. Sarcastically I mentioned to my wife that we will probably have to find a toilet to flush down the fish because it will now die in the car, Tanya responds and says well we can do that yes. Shocked by the attitude and arrogance of this manager, we left the store, leaving behind the fish and plant (the most suitable place to leave this livestock, which would otherwise have died in my hot vehicle). We returned to the store to get the manager (Tanya) details only to find her speaking about what had happened to another female staff member (who seemed to be very amazed by Tanyas version of events) . My wife noticed this then informed Tanya that there is no need to further discuss this during our absence. Her response was that she can inform her staff and customers about the incident. Still keeping in mind that she still does not bother to identify and involve the staff member who she informed that I can return the fish. Clearly as a manager she is now painting a different story and getting her staff, whom she manages, to back her up.

When I was a student I also worked in retail. The most appropriate way in which she could have handled the situation was to acknowledge the concern of the customer as I explained to her and take accountability for the initial fault she made in saying I could return the livestock. What I expected from her was to say ''Sir my apologies for the miscommunication you received telephonically, I was busy at the time my employee asked me about the livestock and I misunderstood. We do not accept returns on livestock once it leaves our store as we have no assurance as to how the livestock was handled. For your convenience, I will credit you for both the plant and fish and you are welcome to use this credit on your next purchase in store. In future please keep in mind that we are unable to credit returns on livestock.

Please ensure that your management gets training and assistance in handling situations where they are at fault. If this is how a customer is treated then I worry about the management of the staff. I spent R1000 in the store on this particular day (I have been a regular client at pet world and purchased most of my animals, specialised feeds and accessories from this store).

The way I feel is to return my entire purchase to the store for a full refund as I do not want to do business with retail stores under such management.