Pick, Pay - not just the name that is not client centric

I went into Pic n Pay THE FALLS last week, to return baby nappies (the packaging has not been tampered and is still completely sealed) that we had received for a stalk party. we had received a lot of one size. I spoke to the first lady and she went to her manager to enquire. when she came back with the news that they would not exchange I requested the manager (I believe a customer liaison) come and talk to me, which she did. she blatantly told me that she will not credit me for the nappies as they have a no return policy on the nappies, when I asked her why there is no signs up stating this, she says she does not need to have signs, that it is in the consumer protection act. I am really not sure if she would like all customers to revise the CPA prior to entering this specific store, but clearly they are not transparent in their dealings with customers and have a very negative attitude in relaying this message. it was a gift, and unfortunately we did not have the slips, this was the excuse give by the assistant store manager as to why they could not return the items, which is fair enough if they were consistent. in November it was my daughters birthday and she receive duplicate clothing from PNP, so we went and exchanged it from this exact store, with no slip. so it would seem they are simply applying rules as and when it suites them. To top it all off - this "customer liaison" woman could not hide her laughter whilst I was dealing with the store manager - so very unprofessional - i will not go back to this store again, and recommend all family and friends steer clear too. as a matter of fact, there is a Checkers closer to me who will get my support - PNP, you have lost a loyal customer of 18 years.