Very Very irate customer

I am writing to formally express my deep disappointment and frustration with the customer service I received at your Studio 88 Mall of the South store.

On Monday, 17 November 2025, I purchased a pair of Nike sneakers for my son. I specifically mentioned to the sales assistant that I was unsure of the size. After discussing it at length, she assured me that I could return the shoes if they did not fit. I would like to acknowledge that her service on that day was pleasant—likely due to the sale taking place. However, my experience today 19 November 2025 when attempting to return the shoes was completely unacceptable. Upon arrival, the same lady who assisted me earlier called the manager before even engaging with me. When the manager finally approached, she did so without a smile, greeted me in a barely audible tone, and stood silently until I explained why she had been called. This alone set the tone for an appalling interaction. The real issue began when I was told the shoes had “slight dirt” and that the store “cannot clean shoes,” insisting that I clean them myself before returning. At no point during the purchase was I advised of such a requirement. When I expressed this, the manager referred to “logic,” implying that I should have simply known this. I made it clear that what she considers logic is not universal. Both the manager and the sales assistant then began speaking over each other, making the situation even more unprofessional. When I requested to speak to the manager alone, then the sales assistant kept quiet for a second and started speaking again. The sales manager repeatedly referred to me as “Mama” in a tone that was undeniably condescending. I informed her that I am not her mother, and her response escalated the tension further. The manager ultimately lost her composure, stated she would no longer assist me, and walked away. When I asked for the manager’s name, the sales assistant refused to provide it. She later justified the manager’s behaviour by mentioning that the manager “does not have a mother”—a completely inappropriate and irrelevant comment in a professional setting. After further insistence, I was eventually told the assistant’s name is Bophelo. I left the store with the shoes, completely dissatisfied and astonished by the behaviour of your staff. In all my years as a customer, I have never encountered such unprofessional, disrespectful, and frankly shocking conduct. Referring to customers as “mother” in a patronizing manner, refusing to provide names, speaking over customers, and walking away from service responsibilities are completely unacceptable. It is clear that your staff lack basic customer service skills, respect, and professionalism—qualities that should be fundamental in your business.