Not a customer friendly returns policy...

I returned a pair of shoes to the Centurion Mall branch of Tekkie Town yesterday. I had worn them perhaps 4 times, and the sole had come loose from the rest of the shoe. The assistant branch manager, Peter, took one look and started apologising that unfortunately the company policy is to create a complaint that must be handled by head office. He said that even in an obvious case like mine, the branch is not able to make a decision. This means, that once my complaint has been finalised (I assume they will give me a refund or exchange), I have to go to the store again. They do not understand the inconvenience of having to go to the store an extra 2 times to sort out a problem that should not have been. They obviously have no regard for their customers with such a policy. Perhaps next time I will go to their store for fitting, and then buy the shoe I like for cheaper from an online store - most of them have customer-centric returns policies.