Customer Complaint – Request for Refund

I would like to formally report the poor service I received at Calton Markam and request immediate assistance with my refund.

I visited the store multiple times to clear a lay-buy. The first two times I was sent away because “the system was unstable I assumed it’s of Black Friday.” I returned a third and fourth time, and the service I received on my fourth visit was extremely unprofessional.

The staff member who assisted me demonstrated poor communication skills, ********* behaviour, and unprofessional conduct.

• She initially refused to assist me because I did not have a lay-buy receipt. I explained that I always shop at this store and have previously been helped without a receipt. She insisted that “things have changed.”

• Eventually she found the lay-buy, but the customer service was so unsatisfactory that I decided to return the items and request my refund.

She then refused to process the refund.

• She claimed she had no cash.

• She also said that if the purchase was made by card, the refund must go back to the same bank card. I told her I could tap the same card again, but she still refused.

• When I asked her to call the manager, she said the manager was “off resting” and that she would not call them.

She then called a colleague, who confirmed that the refund could be processed without my card or that I could be given cash. It is unacceptable that I had to spend 30 minutes arguing about my own money simply because she did not feel like helping.

Customers should not be treated as if we are at a ****a shop or shebeen. It doesn’t matter how much we spend, our money is hard-earned, and for many of us shopping is therapy. The experience should be pleasant and respectful, not stressful.

I am requesting:

1. My full refund, as I am entitled to it.

2. That this incident be investigated, as the behaviour I experienced is completely unacceptable.

Please contact me urgently to resolve this matter.