Does customer satisfaction still exist?

To whom it may concern,

As to what turned out to a good experience, gradually turned worse.

I made a purchase on 21 October and was happily surprised when it was delivered the following day. I have a function on 28 October and to avoid not getting the product in time, I ordered it early on purpose. What also was nice, is that I had a coupon that I could use which the Foschini Group allocates to their customers based on their reward structure; so the amount was lessened a bit.

However, when I received my product, it seems that the size was not correct. Not a problem, I thought, because if they delivery that quickly, a return and replacement could be done just as quick. And seeing that I was "rewarded" with a coupon, that that could easily be reversed as well once the return's credit was made.

This was not the case, however. Upon asking them to arrange a return, credit my reward coupon and organize a replacement, I was notified that their company policy do not allow a swap, nor a reward credit(why then create a reward structure to “reward” your customers?). So, I will forfeit the coupon and will have to order create a new purchase. And the last feedback I got when returning to THEM for feedback(25 October), was that they are still investigating.

And all this time, I kept asking myself, it wasn't ME who created this ruckus, so why go through this bad experience. When eventually starting to worry, that I might not get my product in time for Saturday, I thought to purchase anew, wait for the credit and then sort out the issue later. Well....................when visiting the Sport Scene website, the size that I originally ordered was not available anymore.

Sport Scene, TFG; investigate away, maybe you will get somewhere AFTER the 28th. Atrocious to say the least.