Terrible Customer Service

What terrible customer service. I purchase a lot from the foschini group and for the first time in over 10 years, a shoe purchased from SportScene Mall of Africa was damaged. I went to the store and advised them, expecting no issues, but was I disappointed.

Firstly I did purchase the shoe on my account on the 03 October 2018, which is unfortunately over 6 months from the return date, it was 7 months to be specific.

I spoke to Kgabza from the SportScene Mall of Africa branch and she said she cannot help me because I did not have the box or the slip. I advised her that the shoe was fine, so I cannot keep the box as if I kept all shoe boxes, I would have no space in my house and with regards to the slip, I purchased it on account so I didn’t think I needed to keep the slip as the proof of purchase is on the system. She still refused to help.

I then called customer service and they sent me a statement showing I purchased the shoe. I went back to the store and then she said it’s over 6 months, so she can’t help me. I advised her that I have been traveling, so I could not come in to the store and I am a long standing customer and I have never returned anything on my account. She refused and said that all customers say that and lie. I advised her that she can see that the shoe stitches are opened and it cannot be seen unless you are cleaning the shoe, so I could have purchased it like that. Still no help, but another staff member was trying to help me and they were arguing behind the desk.

She was trying to show that she was in-charge at my expense. There was no senior manager on duty and they refused to get approval from anyone for the return. They called their admin staff, yes admin, Mzolisi, who refused to help.

Terrible customer service and attitude from the staff, I was so disappointed, especially when I have spent over R30k on my account in the last year.

I now have a shoe that is damaged.