Horrible Experience with Store Manager @ Pick ‘n Pay Ottery Hyper

I had a terrible experience with the store manager, Deressa, at Pick ‘n Pay Ottery Hyper today after 5PM (Friday October 18, 2024). I attempted to exchange four men's black golf tops due to incorrect sizes purchased in May 2024. Before proceeding, I checked the exchange terms, which did not specify any time limit, so I felt confident in moving forward.

Initially, a customer care staff member confirmed that an exchange was possible and kept my slip and the four incorrect size tops while I searched for the right sizes. However, when we approached the cashier, she encountered an issue and called the previous staff member, who reiterated that we could check for sizes. We were told the tops couldn’t be exchanged due to Smart Shopper policies and because the purchase was from a different store—a claim that made no sense. The customer care staff member volunteered to call the store manager for assistance with the issue.

When I asked for clarification from Deressa, the store manager, she displayed a dismissive attitude, insisting we couldn’t exchange the items because it was five months later. I pointed out that the slip provided no mention of a 30-day exchange policy, but she stubbornly maintained that stock is only kept for three months, which is absurd. When I tried to show her the slip, she almost refused to return it, and when asked who was at fault—the customer or the store—she wouldn’t answer, clearly implying it was the customer’s fault despite the lack of clear policy.

The store manager displayed a lack of professionalism in their interactions, demonstrating poor customer service with a rude demeanor that indicated a disregard for customer satisfaction. Their dismissive attitude made it clear that they viewed customer concerns as unimportant, showing little empathy or understanding. Furthermore, their inflexibility in refusing to consider alternative solutions made the situation even more frustrating. Overall, the manager's unapproachable demeanor made it difficult for customers to feel comfortable addressing any issues. This kind of behavior from a store manager is unacceptable. The store should consider providing a more experienced store manager, especially given the size of the establishment. An experienced manager can ensure better customer service and effectively handle customer concerns, creating a more positive shopping environment.

The staff at Pick ‘n Pay Ottery Hyper are unfriendly and unhelpful, and it’s clear that customer service is not a priority for them. I will definitely be avoiding this store in the future.