PATHETIC CUSTOMER SERVICE

Sunday 28 January 2018 at approximately 3.30pm I visited the Spitz Gateway Branch which ended in absolute frustration and inconvenience to say the least!

I wished to purchase a particular Lacoste women's shoe (which I completely fell in love with). I was assisted by a young gentleman. While sizing the shoe, I had noticed a visible mark on the shoe. I brought it to the salesman attention , which he noticed as well. I then asked him if he could find out which other store in Durban could I go to for that specific shoe and size (3). He then asked another salesperson (Thule) to check the availability. The saleswomen (Thule) then came to me and my husband and stated that there is a size 3 available in Durban CBD and the Pinetown branch. I further asked her if she could check what time the Pinetown branch closes, as I wished to purchase it today. She returned and mentioned that the Pinetown branch (Sanlam Centre) closes at 5.00pm. My husband and I thanked both the salespeople and immediately proceeded to Pinetown.

We got to The Pinetown branch at 4.10pm, only to realize that we had rushed like that of headless chickens all the way from Gateway to Sanlam Centre to find that the store in fact closed at 4.00pm!!!

My husband and I were furious! The inconvenience and cost to get to Pinetown all because of incompetence by the staff at Spitz Gateway!

As soon as we got into the car I called the Gateway branch and asked to speak to the girl that sent gave me the wrong information! Thankfully the gentleman that answered the call was the same gentleman that had assisted me at the store, so he knew whom I was referring to. I then explained to her that she told me the store closes at 5pm when it actually closes at 4pm. I then asked for her name. She refused to give me her name, which then caused me more frustration and anger.

We then made our way to the Spitz Pavilion Branch, to be delightfully assisted by Lungile. I explained the situation to Lungile, who then called the Gateway Branch.

She then got the saleswoman on the line and handed me the phone. I asked her once again what was her name as her level of customer service is disgusting and also that she showed no remorse whatsoever for sending us such a distance! She said her name was Thule (I'm not certain of the spelling) I told Thule that I will be sending a complaint of the pathetic service that I received from her, to which she rep**** "sure, you are most welcome to do so".

I further asked Thule what was her surname. She asked me to repeat myself 3 times!! When she finally heard me, she responded by saying that there is only one Thule at the store! I insisted on getting her surname. She said it was Bhobaza (I'm not even sure if she spelt it correctly to me)

I am astounded by the level of product knowledge and customer service of Spitz Gateway!!! I am absolutely disappointed after this incident, as I was really hoping to purchase the said shoe today. The inconvenience that I had experienced all due to incorrect information given by staff is absolutely sad!

My husband purchased the shoe at the Durban CBD branch the next day HOWEVER I do not feel that it is right that we had to incur the inconvenience and costs of traveling such a distance FOR NOTHING on Sunday!!!