Exchange of clothing item

<p>This is the email sent to Mr Glen Passmore-Miller - National Customer Service Co-ordinator, on Wednesday, 7 June:</p> <p> </p> <p><strong>Background</strong> :</p> <p>In December, for Christmas, we purchased my mother-in-law a jersey from your store in The Glen.</p> <p> </p> <p>She clearly did not try the jersey on until the weather became a little “nippy”, (I think it was around the end of April) at which stage, she discovered that the jersey was too big for her. We obviously no longer had the till slip (she didn’t ask us either), and went to PnP Clothing Store in the Glen, where the item was purchased; explained the problem, and was told that she is welcome to exchange the jersey for something else.</p> <p> </p> <p>At the time, she couldn’t find anything in the store which she liked, and asked if she could please return the jersey, and if they could give her a voucher, and she would come back to the store and keep looking until she had found something that she liked, at which stage she would use the voucher.</p> <p> </p> <p>She was told that it is NOT COMPANY POLICY TO GIVE VOUCHERS – SHE HAD TO EXCHANGE IT FOR SOMETHING ELSE!!!! She left the store with the jersey, which did not fit her and which would serve no purpose to her at all.</p> <p> </p> <p>After she had explained to me what had happened – I offered to take the jersey into the store – at which time, I was told exactly the same thing!!!!</p> <p>I did not accept Percy’s response as easily as my mother-in-law; and after some arguing, he contacted his area manager, Susan, who conceded in replacing the jersey with a voucher to the value of the amount of the jersey.</p> <p> </p> <p><strong>Issue:</strong></p> <p>I have taken the time to read your return’s policy in respect of clothing (attached for ease of reference):</p> <p> </p> <p><strong><em>Clothing</em></strong><br /><em> </em><br /><em> A customer’s till slip is their guarantee.</em><br /> <br /><em> Pick n Pay will gladly refund or exchange clothing items, within a reasonable period of time, should you not be satisfied with the quality thereof.</em></p> <p> </p> <p>- granted, we did not have a till slip; however, the tag was still on the jersey and it was very clear that the jersey had NOT been worn;</p> <p>- we were not unhappy with the quality of the jersey; the item just DIDN’T FIT!!</p> <p>- Your policy does NOT make mention of the fact that vouchers will not be given under the circumstances listed above; and</p> <p>- If mom-in-law had kept the jersey and taken it back in September (for example), when she had found something that she liked; would you have then considered the return to be a REASONABLE PERIOD OF TIME????</p> <p> </p> <p>As I explained to Percy, I was not returning an expired perishable item, and asking for a refund / replacement; nor was I asking for a refund; so the business was remaining with Pick n Pay; we were merely asking for the jersey to be returned to the store and a voucher to be given to us in return, so that something could be bought with the voucher, once an item of clothing had been found which my 80 year old mother-in-law liked!</p> <p> </p> <p>I would appreciate you investigating / replying to my mail and clarifying should I in any way have misunderstood your returns policy which you have published on the internet.</p> <p> </p> <p>His reply, on the same day:</p> <p> </p> <p>Good morning Nancy</p> <p>I will forward your complaint to Mary Johnson who deals with this store and she will be in contact with you</p> <p>Thank you</p> <p>Glen</p> <p> </p> <p><strong>Today is Friday, 9 June and I have still not had a reply, nor has Mary Johnson acknowledged my complaint / query.</strong></p> <p><strong>Let's face it - this is not a CSI Investigation! </strong></p> <p><strong>- I have explained what happened at the store over the weekend, it wouldn't have taken Mary long to give </strong><strong>Percy a call to verify the story;</strong></p> <p><strong>- My request was clarification on Pick n Pay's return policy. One would have thought that persons in senior positions would know the Pick n Pay policies; and would certainly not have to take three days to reply to my query; </strong></p> <p><strong>- Is PnP's customer service slipping? </strong></p> <p> </p> <p> </p>