Shocking Service - Spar Bertrams

So on the 30th November 2019 I sent the below complaint to Spar Bertrams. Shocking is the response received from them. ------------------------------------------------------------------------------------------ Good Evening,

So today at around 19h58 I sent a friend of mine to go buy us some wine (5litre) while I was busy cutting my hair at a salon opposite the same Spar. My friend mistakenly took a 750ml wine instead and we then took it back in less than 5min of purchase.

We found a security by the exit door of the main store and explained the incident. He then told us to fetch the correct wine and then join the queue of which we did. After approximately 30min of waiting it was our turn to pay and do the exchanges. We then. explained the ordeal to the cashier and she immediately pointed a note that said"No Refunds on alcohol" and then rerouted us to a lady by the name of Melanie.

I then took the 2 wines to Melanie and explained the incident, but hey this lady had a mouthful to say. Melanie doesn't have any humanity, customer service, or any sort of manner to talk to clients. She is so rude and does not have any respect for individuals/customers and even the staff.

This lady told me bluntly that she will not exchange the wine dispite the time frame of the purchase and return. She later accused me of having an attitude because of a simple return.

So, what I would like to find out is that who on earth approved such a rule of "NO return"? Was this so-called rule approved by CPA? Does this also apply to you guys and your suppliers for that matter?

Good people, I refuse to be disrespect by anyone more especially for a minor incident that could have been resolved in less than a minute. I also refuse to be shouted at as if I am a kid with no direction. Your Melanie lady does not know a person and thinks she owns the place. As a Manager in a retail sector you should know the important factors of customer service......

Thanks ------------------------------------------------------------------------------------------- Their Response ertrams 1 Dec 2, 2019, 4:01 PM (3 days ago) to me

Good day Apologies for the late response BERTRAMS superspar would like to apologies for the experience you encountered in our liquor store . First and foremost we don't return any liquor after it has left the premises for quality purposes. It is very unfortunate that you experienced such service and would like to apologies to you as SPAR we thrive to SERVE all our customers nicely and enjoy their shopping without them being unhappy. we do apologies again for you being shouted at by the manager regards SENIOR MANAGER