Bad customer service

On Friday the 23/10/2020 I used my old mutual voucher to purchase a meal online. as I was choosing a branch to collect from I chose Vangate by mistake, I only noticed when I got the confirmation message. I called the call centre around about 14: 05 and spoke to Noma and I explained my situation she asked for my number and promised to get back to me. Noma called back and she assured me that the order was cancelled in Vangate a will be done in Watergate. I asked for confirmation message for that as well.

I later received 2 calls from Watergate asking the collection time and I told them that I am going to send someone as I was still at work. at 16:00 I sent my daughter, she never got the food as she was told that I have not paid and the process is that I should get a refund from the call centre and wait 24 hrs to use the voucher again.At 18:00 I had to go there myself...I met Loren Salies who introduced herself as a manager, she told I have not paid an when I explained my situation and what I did to correct my mistake and what was not explained to me...she kept on telling me about the process and that she cannot assist me.

I explained to her that I called the call centre at 14:05 and I was never told about the refund and 24 hour period, she was clear that she is not going to assist me and I should leave the store I did not place the order by her shop and she is not the one that made a mistake. She was shouting at me in front of the customers. She even told me that she is not steers I must stop saying "they" meaning (steers). She told me she was done talking to me and went to the back...she left me standing there with no solution. I had to ask co-workers to call her back.

I tried to make her see that this was an unfair situation because the process is only explained to me only when I am collecting and its a bit too late now because I have been promised that all will be in order by Noma. She called the call centre and spoke to Nomsa Nkanyezi who asked to speak to me...she did the same thing trying to make me feel stupid by telling me that I did the mistake and it is not their fault. Nomsa dropped the call with me and called Loren on a different number left me hanging did not even warn me that she is hanging up (that was very rude coming from the manager of the call centre). Nomsa told Loren that she does not want to speak to me...so I received a call from Nozie from Vangate, she offered me a refund and told me that they received a call from Nomsa Nkanyezi who instructed them to call and offer me refund.

I was not there for refund I had promised my children Steers burger and that is exactly what I was there for. To my surprise Loren the "manager told me that I should know that steers is not one...they are just a franchise but not steers. I was very disappointing when I left there I lost my dignity as my story was out in the open as begging for free food or taking chances. She kept on shouting "you have not paid"

Nomsa Nkanyezi and Loren did not treat me like a customer at all...it was worse when Nomsa told Loren that she is going to send her recordings of the calls I did earlier that day, they treated me like lair. I tried to show them the evidence I have to show that I tried to correct my mistake but the failure was on the Steers side...that did not count. I wasted R150 that day trying to run up and down to collect food I paid for.

With my sad story that makes me angry every minute I would like to THANK NOZI from Vangate who welcomed me with warm open arms when I eventually went to them for help as I was given no choice and no chance by Nomsa and Loren.