Simple exchange failure - taking too long!

I ordered some shirts from Superbalist’s (“SB”) mobile application, which was delivered on 11 July 2022 (order no: ***). Unfortunately, the shirts were too big, and I wanted to exchange it for a smaller size. I requested a return on the mobile app somewhere around the 13th or 14th of July 2022. Based on the functionality of the app, it was apparent that I was exchanging the entire order of 4 shirts, not just one. In fact, the app does not make provisions for one to select the number of items one is exchanging.

It must have been the around the 15th when the delivery guy came to collect the return and to provide the exchange. It was then when I noted that only one shirt was being exchanged. I refused to accept the exchange and requested the very unhelpful delivery guy to address the issue with the supplier. He was unwilling, wherefore my wife contacted the SB contact centre.

We were instructed to return the entire order and that it would be captured by the relevant department upon return. We did as instructed, and we made numerous follow-ups with SB’s call centre (including several unanswered emails). Finally, we were informed that all items were indeed received but that the department responsible for processing the credit to the account (so that I could order the correct shirts) are very slow, as if it is an acceptable excuse.

An exchange should not be this complicated, and neither should processing a credit to one’s account take this long. Had it not been for the functionality failure of SB's app, we would not have been subjected to this manual process which is evidently onerous and tardy. I requested the matter to be escalated, which was clearly ignored by the call centre assistant Danica. I request that the responsible manager please intervene so that this matter may be resolved immediately. I just want to buy four freaking new white shirts…please man, get your house in order!