Bad service from Marena Mohlala from Take a Lot dispatch in Parkview Pretoria

I bought a tv at take a lot on the 7 May 2024, around the first week of June it started giving connectivity issues. I processed a return online and went to the outlet in Parkview in the East of Pretoria to complete the return. The treatment I received there from a lady by the name of Marena Mohlala was appalling. She mentioned she needs the original box of the item, without it she will not process the return. I explained to her I dont have it due to space constraints where I live I couldnt retain it. I also mentioned to her that I wasn't advised at the point of collection to retain the box incase I encounter problems the TV. She even wrote on an A4 paper that she is refusing to help me and continued to mention that if I have any issue I can take it up with the Consumer Protection. She made it clear that she is not willing to assist or even make a plan for me. I then requested their escalation process so that I take it higher up so assistance, she also refused to share that. After asking around I managed to get the contact details of the owner of the outlet as they operate as a franchise. The owner advised that he was in a position to assist either and referred me to the call center, where I received superb service. The call center mentioned that it wasn't necessary to bring it back in its original packaging, so long as its secured to avoid any damages, because they where going to do further assessments before they make a decision.

Since the TV was eventually replaced, I would like to highlight the distasteful and rude service I received from the dispatch center from Marena Mohlala. Hoping for a written apology from her the same way she drafted the letter of refusal to assist. Maybe in future the owner of this outlet must consider training his staff on customer service.