Unacceptable Customer Service at Studio 88 Kenilworth Center

I know this post is late, and while it may seem irrelevant now, I want to share my experience at Studio 88 in Kenilworth Centre on Sunday, November 3rd, 2024, so others are aware.

Two weeks prior, I purchased a pair of Nike slip-ons for R600. They were incredibly hard and uncomfortable, so I decided to return them. The shoes still had the tag attached and were in their original box, just as they were when I bought them.

I went to the store after 1 PM, and that’s where my frustrating ordeal with a shop assistant named Gillian began. She told me they had no cash available for a refund and that I should return during the week. I explained that I couldn’t do that as I didn’t have transport, to which she dismissively rep**** that I could send someone else. This was incredibly frustrating because it’s a long-standing issue at this store—they never seem to have money to process refunds.

Annoyed, I left but decided to walk around the mall for a while, hoping they’d make some cash in the meantime. Just before leaving the center, I stopped by the store again, and they were visibly busy, so I tried once more. This time, Gillian processed my refund. However, while handing me the slip to sign, she said, "Melissa, rather don’t buy from us because you’re always bringing stuff back." She then added, "Do you want to cancel your other layby as well?"

I was absolutely gobsmacked. What did my layby have to do with returning an unsuitable pair of shoes? I stood in shock for a moment before responding, "Do you realize I am a customer, and you’re speaking to me like this? I am well within my rights to exchange or return items, as stated in your 30-day policy on the back of the slip." I wasn’t misusing the policy—I wasn’t damaging or wearing items and then returning them. If I returned something, it was because it didn’t fit or wasn’t suitable. Plus, I often buy for others, and if they don’t like the item, I return it rather than waste my money.

At this point, Gillian had nothing to say. I asked for the manager’s contact details, and she confidently wrote down a number on a piece of paper with her name in bold, as if she had nothing to worry about. However, when I called the number, Gillian herself answered! When I asked why she had given me the store’s number instead of the manager’s direct contact, she casually told me I could reach the manager the next day. This only made me angrier. I couldn’t believe that a retail store wouldn’t have a manager available to handle incidents like this.

The next morning, Monday, November 4th, I called the store and spoke to the manager, Nicole. After explaining the entire situation again, she said she would need to speak to the staff to verify my claims. I found this offensive—what did I stand to gain from making this up? It happened at the front of the store, at the till, with loud music playing (which, by the way, is terrible for a retail environment). Whether anyone overheard or not was beside the point.

Nicole apologized and said she would speak to Gillian. I wasn’t satisfied with this response and asked for the contact details of someone higher up. I was given the regional manager, Lwazi’s, number.

When I spoke to Lwazi at 11:15 AM, he was shocked to hear that Gillian had essentially told a customer not to return. He agreed that this was unacceptable, as it’s customers who pay the salaries of the staff. He apologized sincerely and assured me he would investigate the matter.

By 11:41 AM, I received a call from Gillian apologizing. Ten minutes later, Lwazi followed up to check if the store had reached out, and I confirmed that Gillian had apologized.

Let me be clear—my intention was never to get anyone in trouble but rather to have accountability for poor service. While I accepted the apology, I will never support this branch again. The store was much more welcoming and professional when the old crew was there—never an issue, a hassle, or an unpleasant experience.

Too often, customers feel afraid to speak up, but this is exactly why customer service in our economy has deteriorated so badly. There are so many people out there desperately looking for jobs, yet positions are filled by those who take their roles for granted. My message is simple: Never feel like you have to accept or tolerate bad service. Stand up for yourself.