Frustrated

In July I went to Pavilion and a lady(Shir) from ShowBar was advertising a hair iron(Jean Pierre). She demonstrated the product and told me that it was on special for R1600 as its the last day of promotion on that product, I'll have to pay something for the price to remain if I wanted it. I advised her that I'll pay R500 and will only have the balance in December and she assured me that I will not pay anything more when I return for the product. She took my contact details and said even if I lost the receipt. They will still pick it up on their system and be able to assist me.

On Tuesday. My boyfriend wanted to surprise me so he went to ShowBar to pay the balance and pick up the hair iron. When he got there. A lady by the name of Primita told him that the product was discontinued and he will have to pay R400 more for a different product. He questioned this all he got back was negativity saying she was not the sells person that sold the product and there can not assist him. She told him it's either he phoned customer care or the lady that sold the product to us. At that point he was frustrated because he just wanted to pay the balance of R1100 and surprise me with the hair iron. So a gentlemen stepped in to assist and calm my boyfriend (Kavir) down. He explained that if my boyfriend agreed to pay the R400 more. He will add a free comb worth R300. Since my boyfriend knows nothing about hair irons. He agreed to pay on condition that if I'm not happy, he would go back to return the product.

When I took a look the hair. I knew it was not the one I wanted(I'm specific in what I want and that wasn't it) so I asked him if he questioned the difference of R400 and what was he paying R400 more for. He said he was a little confused and was told that the product was discontinued and if he wasn't happy in paying the R400 difference he should phone customer care. I asked if he was told was benefits comes with having this product and he said he was told its better. So I Said I'll goin the next day since it's the first day of my leave. I am having a prayer this weekend and I'm very busy with other things but I was so frustrated I had to make time to go in and see if I could get some answers as to why we had to pay the extra and so forth.

When I got to the store. Primita was the only sales person there. I was calm and asked her if she could please explain to me why did we have to pay the extra and I was told the same thing. The Jean Pierre is discontinued. I asked her why wasn't I informed and was told that she was not the sales person that originally assisted me and can not answer for her and they don't inform customer until they come to the store. She told us if we have a problem to phone customer care as she can not assist us or to get a hold of Shir. I told her that I'm in the store why can't I get the help or answers I need from her. She said she's just a sales person and working on commission. I asked for a manager and was told that he was in Ballito and Shir was in Gateway. I can either phone her or go there at my own cost. I said I already paid R400 I didn't burget for. And I can not travel from Pavillion to Gateway just to get the answers I needed. I asked questions like if the sales person leaves or gets fired. Does the customer of that sales person suffer or get help. She told me no one get fired and if someone leaves yes the customer suffer I was shocked. I asked her to explain the benefits of having the product and all she could say was this one as a red light technology and I said her to explain what does that mean or does and she said I don't know. She then asked me why don't I use it to know if I like it and I told her I'm scared that if I use it and they see that the product was used they will refuse to refund me so she said there's the straightener there go try it instead of her demonstrating to me on how I can use the product. I told her I'm not happy with the product can I please have a refund and she said company policy states that I can not get a refund I asked her if she was in my position and was not happy with a product that cost R2000. Won't she be frustrated not giving the answers we need. She ended up walking away from me and I told her that it's rude to walk away from her customer. I told her that I will like to complain and she said go ahead there's nothing she can do and even gave me her business card with her name.

I was left feeling very frustrated and angry at the service I received from the store and Primita. And with a product I'm basically unhappy about.

Is there anything I can do to get some help. In anyway possible will be much appreciated. I work in a customer service environment and I was shocked at how this situation was dealt with. I am stressed as I don't know weather I should just settle for this and use it although I'm not happy. I don't normally complain. I can put up with bad service but this is beyond my understanding.

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