Unacceptable behaviour and poor customer service

Good day ,I would like to log a formal complaint regarding the service that was tendered to me by your 2IC (Mbali Ngema) at your bridge city store in dbn yesterday.

I ordered items on line that were not suitable,then I opted to return them at that store. I was sent to self print the invoice at my cost. When I asked her y because I produced an e-mailed order number.to my suprise she said it's the company process and she needs to verify the SKU.sku were attached on items. I'm still asking my self why refinery does not stipulate the fact that online customers must print their own invoice prior to doing exchanges or refunds?

I went and printed just to join the que again so that I can be assisted.when I reached the counter Mbali had a SOP meant for instore staff training purposes and gave it to me to read or take pictures so that I understand your policies.Her attitude alone disqualifies her as a brand ambassador unless the company promotes this type of behaviour.it was strange for me to receive such service n treatment from someone that is appointed to lead the store team.