Yvette Management V&A Waterfront

I had the most terrible experience with Polo on the 7th of February at your V&A Waterfront store.

I received a leather handbag as a gift and contacted the store to see if I could exchange it for the brown version. The consultant (Ethan) informed me that they did not have stock and I would not be able to order from the factory as they are having supply issues. He then offered to give me a full refund due to this. I explained to him that I did not have a receipt as it was a gift and did not feel it was appropriate to request the receipt from the person who gave it to me. He assured me that it wont be a problem. I then asked him to check with management before I made my way to the store (from Somerset West) and asked him to contact me if there was a problem. Otherwise, I will be at their store after 16:00 the next day. He assured me he will personally be there to assist me.

When I arrived at the store: 1) Ethan had left work early 2) his colleagues did not know about the refund and 3) the manager was not in the store.

One of the other consultants in store then called him manager (Yvette) and gave me the phone so that she could speak with me. The attitude of the manager was absolutely appalling. She refused to refund the bag without a receipt even though I explained the situation to her. To add further context to the situation we were on our way to watch the 'Match of Africa' and had parked at the CTICC and could not take the bag with us to the event. I asked what other options there were if they could perhaps give me a voucher or keep the bag until we find a solution and she said she is not going to carry the risk of having the bag in the store. Her attitude was disrespectful and just blatantly rude. It actually seemed as if she was enjoying the power and would not assist in any way and took no form of ownership for the incorrect information provided to me.

When I told her I was going to file a complaint she offered to call me the next day to try and resolve if I was able to find a slip. She also accused me of potentially lying about the situation and putting her reputation at risk.

I will NEVER purchase a product from Polo ever again.

I have never been treated with such disrespect and with such lack of willingness to help and put the client first. I left the store in tears.