Poor quality products and customer service from Rage clothing stores

Poor quality products and customer service from Rage clothing stores

To whom it may concern, On 22 February 2019, after contemplating for a while, I bought these great looking shoes from Rage N1 City. I wore it for the first time to church on Sunday 24th February 2019. I only wore it for 2 hours and removed them when arriving home. The next day I noticed a bad mark on the shoe. After further investigation, I found the material of the shoe to be paper thin, thus the reason the material being damaged. To my utmost surprise the ladies at Rage N1 City informed me on 05th March they can do nothing about my problem due to there being no defect in the material. I highlighted the fact that it was damaged due to the material being so thin. They took photos of both shoes and sent it off to their Customer Care Centre in Johannesburg. They had neither empathy nor sympathy for my dilemma and just indicated that they can’t help me, due to it not being a factory related problem. Nonthando, one of the ladies at the Customer Care Centre in Johannesburg, was of no assistance when the staff of Rage N1 City called them. She actually instructed the ladies to: “Just leave that lady.” I then requested to speak to a manager and was transferred to Wendy Source whom also told me the same thing. I was quite confused that the ladies at the Customer Care Centre in Johannesburg never apologised nor tried to accommodate me but were quite keen to get rid of me as quickly as they could. I was also quite surprised to hear from the ladies at Rage N1 City that there were many customers returning goods they were unsatisfied with and they also received the same poor treatment from the Customer Care Centre in Johannesburg. I am a regular customer at Rage N1 City hence I was not surprised by their revelation. In my opinion Rage should have a notification sign in their store warning people that they do not have a “Returns” policy thus cannot replace nor fix defective goods that they sold. I feel helpless in this situation and hope, through Hello Peter, my issue will be resolved. I believe the South African Law in retail makes provision for items to be returned. My question is why are Rage allowed to treat their customers in such a manner and get away with it.