1 reviews | Active since Dec 2014
NO FEEDBACK ON CUSTOMER OVERCHARGED
To date, I have not received a response to my complaint. I find it disappointing that nothing has been done with regard to such a serious matter.
07 Apr 2021, 11:22 INCORRECTLY CHARGED FOR PROMOTION ITEMS STATED ON PROMOTION BOARD Last week on the 01st of April 2021 at about 9;30 I went into the Foschini store. It was then I noticed that they had a promotion on pajamas for 2 sets for R299-00. So I proceeded to the cashier after waiting while the 3 cashiers were chatting not interested or even acknowledging me I asked would I beable to purchase them without my card because I had my Identity Document. They advised No I need my card however I can make one downstairs I said no I will come back. I still queried how long will the promotion be until they advised they were not sure. I left the store excited because for me this was a great special that I can purchase for Mother's day gifts. On the 6th April 2021, I then re-visited the store to purchase having my store card after selecting the items I proceeded to the cashier and asked again how long will this promotion be until she again advised me she does not know. While she was processing my items she advised she cannot find the promotion code as they have so many promotions happening. It was then she realized the promotion card "was apparently placed on the incorrect items" I asked her to call the manager as I have already spent so much time in the store and the promotion card says two items for R299-00 plus the consultants on the 02nd April confirmed the very same thing. Lungi the Manager came through looked on the floor and advised the promotion card was in the incorrect place. I advised her that is not my problem and also prior to this the cashiers/consultants already advised me and confirmed. She then acknowledged and advised me she would give me the items for R299-00 as STATED ON THE PROMOTION BOARD. she still took down my details and promised to view the cameras for that they because they have to take this matter further. Today is the 07th April 2021 I noticed my account was charged R600-00 so I proceeded to call the store and query this. Lungi is not in today. So I spoke to Laiken as this matter cannot be delayed. I would never pay R600-00 for pajamas online there are numerous specials for R199-00 for a full set as well as in-store. She was not at all helpful. All she advised me was that she will contact Lungi which she did and came back and told me Lungi did the correct thing?? Really So Lungi advised me R299-00 for matching sets as the promotion states today I am charged R600-00 if you look at my online shopping I only purchase on promotion and reasonable prices. I would never pay R600-00 for pyjamas I need this matter sorted because what the customer sees she pays and also your consultants confirmed it and lastly even Lungi advised she would give me the items for R299-00 as stated. Today she's not in and now I must just settle with been ****** because the staff members have no interest in knowing what is going on in the store??? They don't even acknowledge clients and that is why they give incorrect information. It is totally unexpected. I have absolutely no desire to keep pajamas that cost R600-00. Laiken if she is in Manager she needs a lot of training for her customer service. Her tone of voice and leaving a customer unhappy is clear she should not be in that position. NB THIS MATTER TOOK PLACE AT THE FOSCHINI STORE IN WEST STREET DURBAN!
Thank you so much for sharing your experience with us; we completely understand how frustrating this must be. We sincerely apologize for the inconvenience caused.
We will definitely raise and escalate your concern in order for this matter to be addressed. We understand how critical we are in the role of supporting you and will most definitely be implementing solutions to ensure that this issue does not occur in future.
This matter will be addressed with the highest priority, your reference number will be sent to you shortly.
Warm regards
TFG Customer Support Team
Best regards,
Thank you so much for sharing your experience with us; we completely understand how frustrating this must be. We sincerely apologize for the inconvenience caused.
We will definitely raise and escalate your concern in order for this matter to be addressed. We understand how critical we are in the role of supporting you and will most definitely be implementing solutions to ensure that this issue does not occur in future.
This matter will be addressed with the highest priority, your reference number will be sent to you shortly.
Warm regards
TFG Customer Support Team
Best regards,
Reference Number - - CS-310558
Thank you for your response dated the 15th April 2021. It was warm and systematic however I cannot say the same for what I just had to deal with from the Manager at the Foschini Branch. Further to your email, I received a telephone call from the Branch Manager at the Foschini West Street Branch.
Please see below and hopefully, I can get someone professional warm, and systematic to deal with this matter. It is now understandable why the customer service is so pathetic because from the Head its starts. Vinesha the branch manager called me and boy was she belligerent and arrogant. From her tone of voice you could. I had to keep telling her and all she did was defend herself. 1. She called and didn’t even apologise to me. Instead, she told me she spoke to the two Managers (Lungi and Laiken ) without any investigations whatsoever. Failing to realise Lungi didn’t even get back to me as promised about the viewing of the cameras. 2. When I interrupted her telling her she cannot tell me that the promotion was not for those items what I see is what I pay and confirmation from the very same sales consultants. 3. When I addressed Vinesha about her arrogance which I am so deeply disappointed by she became defensive and asked me as the customer what do I want them to do?? 4. Really I advised “Vinesha” “The Manager” before calling me and coming to me you should of read my email properly and do your investigations and due diligence, not come to me having not done any investigations at all. 5. However the worst part is she is asking me for the slip the till number really which just shows that she has no interest in this matter she did not even take the time to check and have all the information. 6. And then she has the nerve to ask me to email her back so I advised I am not in the office I will call you back it’s been 5 times that I have tried to call with no response. For me, I am more disgusted that this is the level of service the TFG is giving out today. I finally asked “Vinesha” what is the outcome because had she done all the necessary investigations she should have come to me with a solution. Instead, she tells me to come back to the store and credit the items and she can help me look for promotion items really??? I have been more inconvenienced by the Foschini West Street Branch not once even twice now three times. My final question to the TFG group is why must I as a customer pay the price and bear the brunt get the bad end of the stick for staff not doing their jobs properly and not knowing exactly what is going on. Please I would like this matter closed this has been lagging from the 7th April 2021 and I really expect better service than this. I refuse to deal with Vinesha she is absolutely rude with no and I mean client service skills. In all my years as a client of the TFG group never had I had to deal with such an arrogant *********** Manager. Your assistance and co-operation will be greatly appreciated in having this matter resolved as this matter has been lagging on for quite some time. And very soon it will be mother’s day and wish to sort out my gifting. Kind regards
Reference Number - - CS-310558
Thank you for your response dated the 15th April 2021. It was warm and systematic however I cannot say the same for what I just had to deal with from the Manager at the Foschini Branch. Further to your email, I received a telephone call from the Branch Manager at the Foschini West Street Branch.
Please see below and hopefully, I can get someone professional warm, and systematic to deal with this matter. It is now understandable why the customer service is so pathetic because from the Head its starts. Vinesha the branch manager called me and boy was she belligerent and arrogant. From her tone of voice you could. I had to keep telling her and all she did was defend herself. 1. She called and didn’t even apologise to me. Instead, she told me she spoke to the two Managers (Lungi and Laiken ) without any investigations whatsoever. Failing to realise Lungi didn’t even get back to me as promised about the viewing of the cameras. 2. When I interrupted her telling her she cannot tell me that the promotion was not for those items what I see is what I pay and confirmation from the very same sales consultants. 3. When I addressed Vinesha about her arrogance which I am so deeply disappointed by she became defensive and asked me as the customer what do I want them to do?? 4. Really I advised “Vinesha” “The Manager” before calling me and coming to me you should of read my email properly and do your investigations and due diligence, not come to me having not done any investigations at all. 5. However the worst part is she is asking me for the slip the till number really which just shows that she has no interest in this matter she did not even take the time to check and have all the information. 6. And then she has the nerve to ask me to email her back so I advised I am not in the office I will call you back it’s been 5 times that I have tried to call with no response. For me, I am more disgusted that this is the level of service the TFG is giving out today. I finally asked “Vinesha” what is the outcome because had she done all the necessary investigations she should have come to me with a solution. Instead, she tells me to come back to the store and credit the items and she can help me look for promotion items really??? I have been more inconvenienced by the Foschini West Street Branch not once even twice now three times. My final question to the TFG group is why must I as a customer pay the price and bear the brunt get the bad end of the stick for staff not doing their jobs properly and not knowing exactly what is going on. Please I would like this matter closed this has been lagging from the 7th April 2021 and I really expect better service than this. I refuse to deal with Vinesha she is absolutely rude with no and I mean client service skills. In all my years as a client of the TFG group never had I had to deal with such an arrogant *********** Manager. Your assistance and co-operation will be greatly appreciated in having this matter resolved as this matter has been lagging on for quite some time. And very soon it will be mother’s day and wish to sort out my gifting. Kind regards