Appalling service

Good Day

I would like to lodge a complaint against one of your sales agents at your canal walk branch Steve Madden. Her name is Terry and her customer service is absolutely appalling. I received a pair of Steve madden ankle boots for my birthday which my husband had bought.

He bought it at Edgars but unfortunately bought me the wrong size. when I returned to the Edgars store the next day, they were out of stock, and had advised me that I could go to the Steve madden store, see if I could fit my size and then ask one of the assistants to IBT a pair to Edgars.

I had followed the instruction, I found my size and I was so excited but that unfortunately short lived when I was assisted by a Lady named Terry. she went to get me my size, but when I explained to the situation she said that they cannot do IBT's over weekends and that I should come back in the week.

I then asked her if she still had plenty left of stock and she said yes, she did not apologise for the unfortunate rule (no IBT'S over weekends) . did not offer to keep one aside for me, instead I felt like I was being a burden and thought I would rather come back in the week when it can be done. I returned to the edgars branch on Tuesday because the Edgars in the waterfront confirmed that canal walk Edgars showed on the system they had one pair in stock. Which was not the case.

I was then assisted by a lovely lady that was willing to go the extra mile who showed empathy and called around to the different edgars store to find out if they had my boot in stock. unfortunately to no avail, she also told me that IBT'S CAN be done over a weekend and that the lady had given me the wrong information.

I then go to Steve Madden where I received the bad service from and guess what, they are now out of stock of my boot. :( I am deeply disappointed and utterly disgusted in this lady's attitude that she had. She did not apologise once for the inconvenience or about the fact that they were now out of stock, she told me that the manager was going to give me a call, which still never materialised. I called the store today and she said the manager is actually in the store and I will ask him to call you. It is now close of business and no call from Terry or a manager.

What kind of customer service is this???? is this way that a customer is treated? I don't actually care about the boot anymore, the fact that I was treated like a burden Is what is so troubling.