Dissapointed Customer

So I bought a pair of Tossini heels at Spitz in Eloff street in 2016. now if you know me I love shoes and I buy at any shop especially if I love the shoes. I'm not that much into heels but this specific pair of heels from Spitz stole my heart and I bought it there and then.

from the first time wearing the shoe I could that it was a bit loose but did not think much of it. I'm not a heavy lady and did not think much of the matter. I would wear the shoe once or twice a month. But about 2 month ago o wore my favorite black heel from Spitz and to my worst nightmare the heel broke just like that while at work. my heart into pieces I could not believe that the shoe gave in on me just like that. luckily I had a pair of pumps in my bag ( as I always do incase of emergency)

that same day after work I took the shoe to Spitz Southgate to find out if they can repair or exchange my shoe cause I payed allot of money for the shoe.

I asked one of the assistance on the floor if I can exchange the shoe or if she can advise other wise. the lady referred me to store manager. I gave the same story to the manager and she told me that since I did not buy the shoe there she is unable to assist me and that I should take the shoe back to where I bought it from. Now that behavior coming from a manager was a major shock for me. no I might just be a customer but I know Customer Service. that was not a polite manner to answer your customer . she told me that they no longer keep that brand and she in unable to help me but the store where I bought it will definitely help me I asked her more then twice if they will be able to help me and reassured me that they will either exchange the shoe but they will do something about it.

now first of all you don't send a customer from store to store from something as simple as that you either call the other branch and aske for assistance or you call your customer care department to find out if they can assist me ( the customer with repair) I even offer to pay for the repair of the shoe that's how desperate I was cause I really loved the shoe.

I left the store very upset and disappointed. the following day I took the shoe to the Eloff branch where I initially bought it. and the manager was in a meeting so I left the shoe with the shop assistant. ( fuming at this stage ) as no one could give the help I wanted.

So I called the Spitz customer care line and explained my sorrow to the consultant. she told me that the manager at Southgate was not suppose to sent me around and that she was suppose to assist me there and then.

To make a long story short this was my worse customer experience that I have encountered in my whole life. I will never ever buy shoes from Spitz ever because it not worth and a waste of money.

regards