Terrible service from liberty midlands mall sports scene

Dear TFG/Sportscene Customer Relations Team, I am writing to formally lodge a complaint regarding the unacceptable service and unprofessional conduct I received from the store manager, Ms. Thembile Nkumalo, at your Liberty Midlands Mall (Pietermaritzburg) branch on 24 November 2025. On 16 November 2025, I purchased a pair of Jordan sneakers (size 7 – my usual size) from the Pavilion Mall Sportscene store. I only wore the shoes for the first time on 23 November 2025, at which point I discovered that, unexpectedly, the shoes were too small. This was unusual for me, as I have never experienced sizing issues with Jordan sneakers nor with size 7 in general. Seeking assistance, I visited the Liberty Midlands Mall branch on 24 November 2025 with the intention of requesting an exchange or at least a credit, which I believe was a fair and reasonable request under the circumstances. Instead of receiving professional service, I was met with attitude, dismissiveness, and a complete lack of customer care from Ms. Nkumalo. She flatly informed me that she would not assist me simply because the shoes had been worn, showing no willingness to listen to my explanation or consider the situation. I must express my deep disappointment and dissatisfaction with how I was treated. Customers in your stores try on shoes daily — the only difference in my case is that I realized the sizing issue at home rather than in-store. I approached the situation respectfully, and even though I could have requested a refund, I instead asked only for an exchange or credit. To be dismissed so abruptly and spoken to with such attitude by a store manager was completely unacceptable and far below the standard expected from a reputable company such as TFG/Sportscene. This experience has left me feeling disrespected, undervalued, and extremely dissatisfied with the level of service provided. I trust that TFG holds customer service to a higher standard and will take this matter seriously. I respectfully request that this issue be resolved as a matter of urgency, and I would prefer that it be resolved internally without the need to escalate it to the Consumer Goods and Services Ombudsman. I believe that a proper investigation, along with corrective action, is both warranted and necessary. Please acknowledge receipt of this complaint and advise me of the next steps. Thank you for your attention to this matter.