****PY SERVICE

Good day,

I have been trying to use your online shopping facility since the 7th April but to no avail. I have even contacted the online shopping department for assistance but the *********** agents could not assist. The lady I spoke to, her name was Estelle(I stand corrected) and she assured me that I have funds available and there is nothing wrong with my card or account. I then explained to her that I received a statement advising of my available to spend amount and my outstanding balance. Online, as well it shows that I have funds available. However, when I get to the check out point and I need to select the payment method, which is obviously STORE CARD. Then it would show a zero balance and automatically change the payment method to CREDIT CARD and suggest Snapscan and EFT, etc.

I was then told that seeing that my card is old and they have a new card, I should get a card replacement but THERE IS NOTHING WRONG FROM MY END, I was once again reassured by the online dept. agent.

I then went to the Sportscene store in M/Plain Promenade and was assisted by Aniem, I think her name was or at least this is what her colleagues called her.

She then asked me why I am doing the card replacement and I explained it and without doing any checks, she did the card replacement, which I am probably liable for, which may I add, I was not informed of either.

Anyway, after the replacement, I left the store and tried doing the purchase again but got the exact same error and went back immediately.

This time, extremely irate. She was so annoyed by me and did not even try to hide it. She even asked me if she can assist the other customers while I wait for her manager, who I didn't even ask for.

After a long wait, a guy by the name of Sherwin appeared, said to be the store manager.

He then took my phone and attempted to do the online purchase himself and got the same issue. He too checked that I do indeed have funds available and asked the girl to check which other store close by has it.

She said none and he took down my contact details, asked my address and took a picture of the product I want and said he will try and source the shoe for me and then get back to me.

Now it has been a week since I have been at the store and STILL no one has called me and STILL I am unable to make the purchase.

I even asked if it could be that the card was suspended due to arrears, etc and they said no, the account is up to date.

The reason why I am logging this complaint is because SINCE JOINING THE TFG I HAVE NEVER EVER RECEIVED EXCELLENT SERVICE, EVER!

Please sort out your online shopping facility, train your staff to at least ACT more understanding and empathetic where applicable, including your managers. AND LOOK INTO MY ACCOUNT AND TELL ME WHAT THE ISSUE IS, IF THERE IS SOMETHING WRONG WITH MY ACCOUNT, TELL ME.