Pathetic, arrogant Manageress and team

Greetings. I am appalled by the way in which your two managers at Picknpay clothing behave as well as another staff member. I received an outfit for baby as a gift from my brother from Johannesburg, who was visiting us in Durban, beautiful and stunning but the only problem was that the glitter and bling was falling off rapidly. This is a health hazard as my baby could swallow it and cause illnesses which include cancer from the remnants of the product. We didn't use the item on my child, but kept it to return. My brother did not give me a cash sale slip but the item had the price tag intact because so I asked my mum to get a voucher which I could use at another time as I'm busy at hospital. To her shock, old as she is, she was treated with a complete lack of sympathy or empathy. The assistant manager, Nonlcu Methethwa told her she can't get a voucher and must take something else. She explained that if it was a matter of taste, for eg colour preference, she would understand, but according to the new consumer act, if an item is defective then a refund is made. She didn't demand a refund because we are loyal shoppers at picknpay and would use the voucher at another time when I'm free, as she didn't want to buy something I may not have chosen on my own. Due to her insistance that there was nothing she could do to help my mother, my mother phoned me to come straight from work to PicknPay. When she went back to the store, the assistant manager said she could go to head office too because no one can change the company policy and no one can help my mum as she had the final say in deciding that she will NOT give a voucher. My mum was very traumatised about how the woman treated her. Like she was a piece of dirt or a dog. She just kept stating that they can't do anything to help her and vitually hounded her out of the store. She wasn't very rude, but just her attitude and the way she spoke. They mocked my mother terribly because when we realised that there was another manager who was out at that time, we came back to ask that manager for a voucher. But the manager was worse than the first one. She was not only rude, but also defensive because she was going on about boasting that her son was a lawyer and that my mum couldn't tape her without first informing her. If my mother didn't record her, then how was she going to prove to you at PicknPay that you have such employees at your stores? No one would believe her. Anyway, there was also a very unpleasant looking, rude, sulky woman there, I think called Wendy. She was so obnoxious that when we were re-entering the store, she showed the manageress who we were and whispered something to her, which made them mock us further. The manager look at us and smirked because obviously she was already fed the wrong information. None of them apologised. In fact, the manager, then asked me to get my son to send a photo of the till slip. Who keeps a till slip for such a small thing, which in his view was the perfect gift? Anyway, I wouldn't even ask him if he has it. Worse was this: She actually had the audacity to state that he shouldn't have bought this item!!! He should have been more careful etc as this is a faulty item and she doesn't think that it should be stocked by Picknpay, but she has no voice in that issue. How can she tell me that my son was wrong to buy this item. It was beautiful. He is very young and to him it was perfect!!! Not many young men know about the dangers of such bling and then go on to test whether it comes off or not. In fact your manager kept repeating that this type of clothing shouldn't be stocked by PicknPay!!! She acknowledged that it was wrong to stock these things, but she was helpless to change anything. Also the assistant manager opened my packet and tried to dust it to see how much dust fell from the packet!!! I then took a photo of the item. Then both the manager and the unpleasant bully looking woman told us that they sold hundreds of this item without a single complaint!!! That is the height of ridicule in my view because it doesn't mean that if something is wrong and others don't realise it, then it makes everything right! Also, the other woman, whose looks could chase the most loyal customer from the door, kept muttering under her breath and assuming things that I wasn't saying. My mum told her that she never used these words. The manager said she couldn't do anything to help us and we must choose something else. Of course I was called by my mum to buy something else, but it was a matter of principle that my mum was challenging. I bought much more than that value of goods, for myself and my baby, but thats not the point. It's the inconvenience and the lies. This manager acknowledge that the item was inappropriate and eventually contradicted herself by saying they only give vouchers in extreme cases, yet didn't want to give my mum a voucher. I'm very sadly disappointed because this women who are running your bluff outlet are completely out of line, disrespectful and I'm sorry to say it, unqualified in customer relations. They traumatised an old woman, a pensioner and couldn't even treat her with respect. My mother didn't sleep the whole night because of the way they belittled her. I saw the daggers in the unpleasant, unruly woman's eye when she was mocking my mum. I am a doctor but I didn't tell her that... how then can she boast that her son is a lawyer and knows everything. She was behaving like she is a lawyer. In fact when we walked in, she didn't even attend to my mum, yet she was there first. Instead a friend of hers came much later and she immediately attended to that friend, yet my mum was waiting in the queue for attention because someone was before her buying an item. In fact, eventually the manager gave in and said they do give vouchers but that only she has the authority to do so, and therefore the assistant manager couldn't do it!!! Why then didn't the assistant manager tell me that I should come back when the manager was there. She acted as if she was God and no one was above her. Only when my mum left the shop and made telephonic enquiries about the store, did she come to know that there is manager whose name was given to her. She then went back in, before I arrived and the woman Nonlcu and the unpleasant, big sized bully of a woman both mocked her as if she was stupid or something! I'm requesting that they 3 be disciplined and that each of them apologise to my mum for harrassing her, bullying her and traumatising her. I am very upset about how it was handled and how poorly trained these 3 women are. Kindly contact me urgently. I hope someone takes my serious complaint seriously and handles it as a matter or urgency as my mum is very traumatised and stressed to be treated like this at her age.