Stuttafords takes me for a ride with horrible attitude

<p>I sent the belowemail to Stuttafords this morning. The lady returned my call not to resolve my complaint but re- confirm how unfair, ambiguous and dishonest their refund & exchange policy is.<br />the issue is the</p> <p>a) Refund and exchange policy clause is ambiguous: ""We will gladly exchange or refund any item in the form of a gift card or account credit provided..." i was under the impression that this refers to my account. I was told no the industry norm or understanding is it refers to the retail store' s account- I'm not in this industry so cannot be expected to know the industry norms unless it's explicitly disclosed to me in language that is simple and not misleading.<br />b) I used by cheque card to purchase, why am I not refunded the amount paid into my cheque account. Other stores are practicing this- I.e. Woolworths<br />c) The refund and exchange policy was not visible at the pay point where the purchase was made, nor did the the lady at the counter highlight or disclose the policy to me- therefore I was prejudiced from making an informed decision before transacting.<br />d)Yes, the policy is also annotated at the back of the slip/receipt but as pointed out in point c, you will only notice this after you have made the purchase/transaction<br />e) with a refund being in a gift card form I'm forced to purchase from Stuttafords as I cannot use the gift card at any other store. <br />Surely I have the right to exercise where I want to shop!</p> <p>Woolworths refund you what you used to purchase the goods surely they also want sales but they upholding corporate governance in highest regard- fairness and consumer rights/needs driven- customer centric.</p> <p>Michelle was very clear that she would not respond to my email in writing to which I advised her that the matter would be taken to an office of authority as well as social media which would attract adverse reputation for the Group to which she rep**** that she will deal with it when it happens and the matter will not be considered as each pay point has the Refund and Exchange Policy.<br />Michelle didn't even bother to investigate the matter, acknowledge the non- disclosures I mentioned and ambiguity of their policy.</p> <p>I've been taken for a ride - over and above that with horrible attitude</p> <p>As Michelle stated, my complaint to hurt Suttafords reputation- is it a challenge?? Let's see!</p> <p><br />From: Samantha Radebe ********** />Date: 11 October 2016 at 11:05:35 AM SAST<br />To: ********** />Subject: Refund of goods purchased<br />Good Day Michelle,<br />Your contact details were provided by your Menlyn Mall store.<br />My email refers to your 'Refund and Exchange Policy.<br />I purchased a shirt from your Clear Water store in a rush and when I got home realised that it doesn't fit well but because I needed a white shirt for a function, I purchased a white shirt elsewhere and decided I will return the one purchased from your store.<br />I was advised that I couldn't be reimbursed the amount paid for the shirt via my cheque card as refunds are only processed to a voucher/gift card.<br />I didn't give this much thought though I did enquire why this is the case to which I was told, it's policy. The amount was refunded into a gift card as I was forced to use the refund at your store I purchased a Estee Laude concealer with the voucher.<br />When I got home I reviewed your refund and exchange clause. I realised that the clause doesn't refer to the refund being credit to a a Stuttafords account but an account which the credit was provided- which I understand to be my bank account as that's where the amount/credit was from.<br />I approached the Menlyn store and they advised that there cannot help me and I should take up this matter with you.<br />I did some research and further note that the CPA Section 5 determines that a consumer that returns goods in the condition that they acquired them must be refunded the price - price is also defined.<br />I bought the shirt using my cheque card, my refund should be a credit back to my cheque card/account.<br />Further research suggests that this is a fair and honest practise which is common with other retail stores such as Woolworths.<br />Please reconsider reimbursing me the amount paid into my cheque account/card as now you are forcing me to purchase from your store though I don't want to which is contravening my rights as a consumer.<br />Regards<br />Samantha <br /> ********** 607<br />Sent from my iPhone</p> <p>Sent from my iPhone</p>