Birckenstock Fourways store refused to honour promo & processed incorrect refund

I experienced worst customer service at the Birkenstock Fourways store today from the store manager, Rose, and a staff member, Njabulo.

On 12 Feb I bought two pairs: • Arizona Oiled Leather – R3,000 • Gizeh EVA – R1,399

The Valentine’s promo gave 30% off the second pair, so I paid R979.30 for the Gizeh.

The size was too big, so today I returned to exchange it. They had no stock. To avoid a refund and still support the store, I chose another pair of Arizona (R3,000).

Applying the SAME promotion, the second pair should again be 30% off = about R2,100. Since I already paid R979.30, the balance due should be about R1,120.

The staff refused, saying “the system doesn’t allow it,” and wanted me to pay R2,019.70, which ignores the promotion completely.

Even other customers tried explaining the calculation.

After 40+ minutes I gave up and asked for a refund.

Then it got worse: instead of refunding R979.30, my card was charged another R979.30, and only thereafter was R1,958.60 refunded.

Now I must wait up to 10 business days for my own money.

So: ✔ I lost the promotional benefit. ✔ My funds are tied up because of store errors.

This is unacceptable. I expect head office to explain how this happened and how they intend to correct the prejudice.