Foschini group - bribe

First time around I bought a pair of Ray-Bans at Mat & May Canal Walk and stated I want insurance as it is a R 2000 pair of glasses.

They broke about 3 months later so I returned them to the store where I was informed that it will be sent away and fixed as it was on insurance ( I never checked the monthly amount as I have an account with the Foschini group ). About 5 months later, after I called the store 5 times to ask on the progress and them taking my details all 5 times ( manager was not in store once upon my 2 visits and 5 calls ). I was informed that my glasses could not be fixed and it won't be replaced as no insurance was taken out. The person who worked there, and doesn't anymore, must have not done his job correctly and according to the manager who eventually called me, I was supposed to check that he did his job and not just sign the slips as all customers usually do ( in hindsight I now think the manager never trained him as she was never at the store ). A heated discussion ensued to no avail and increasing my anger towards how the matter was handled pointing fingers to me, the customer with a long standing account.

Then I was called from a personal number from a person from head office ( I saved the cellphone number ) stating that they understand my situation and my anger and are willing to give me half price off my next purchase of glasses to which I finally agreed otherwise I would have had to buy another pair of glasses and if I could afford a R 4000 pair I would have boight it in the first place. And the original one is still on account so I am still paying off a broken pair. I asked if he could put this is writing and he said no but he will inform the store closest to me ( which is George mall branch ) to apply the discount when I arrive in store.

Finally to my surprise, arriving at the branch, it has closed down. Along with the whole of Mat & May. This means I lost my initial purchase amount, lost the safety of my insirance because an employee did not submit my forms and now the opportunity to buy a new paor and paying off the old one still. So now Foschini group ? What now ? Again the customer service had been 0 out of 5