Bad Client Service The Fix Mompati Mall Vryburg

I visited your store The Fix in Vryburg Mompati Mall,I was assisted by Nicole.whom I had indicated to her that on the 24/04/2025 that I have 2 lay bye and would be taking them out both of them.

Some of the items on the were on sale ,sweat pants which she returned the difference with R140 and a skirt for my daughter whom brother advised whilst in the store that it’s going to be too small for .I the. Indicated to Nicole that I’m taking the jacket and she shouldn’t return as I wanted my son to try it first and if it’s small I would return to the store.

Today 28th I visit the store and the rude guy working on the till said I don’t have cash and I asked since I once worked for retail close to 12 years then he says I should come back later and I asked if he do the refund on a gift card as the pants wanted was at one of your Tfg stores ,then he said let me call the supervisor.

I then greeted her and told just like informed you that I was going to return if it doesn’t fit my son I’ll return .Indeed I tried returning it and Nicole says to me the item has been refunded already and I received the money,which I didn’t.They said they don’t have cash on and I asked them how I then informed them either they give me my money ,the jacket or something from the store ,they response by calling 3 male securities for whom I explained to them everything which they also said it was complicated.

The mall manager came to try and mediate the situation,but it didn’t help as I was talking to Mr Fortuin the very cashier whom I regard his behaviour uncouth and doesn’t understand what customer care means kept on interjecting with attitude.

Nicole kept on calling her managers but nobody what to do they told her to inform me to go call head office and the manager was on loudspeaker and concluded saying we don’t you anything and that jacket is their asset and I must their store.

Mr Fortuin spoke to me and asked me to leave and call him tomorrow to see me in his office so we can resolve the matter amicably.

I’m angry ,frustrated all this is happening in front of my kids and my son is also a teenager and could see that the whole is ganging up on me and the manager who was off had already called the male security to escort me out of their shop.

In retail we respect clients,we speak with respect to clients,we apply empathy and we even go the extra mile for the client.The money claims she has given me she didn’t all in total what she gave was R440.

The manager who was off ,it’s not the first time she has given attitude on the phone or in the store ,I’ve been buying from the fix since 2017 before it came to Friday as I like their clothes so are my kids.

I will never buy again from the fix Vryburg Mompati Mall,as big company please kindly consider taking them to training on how customers are treated.

Nicole made a mistake as she had a guest who had come to see her at work ,maybe a friends or you can even check the cameras,after assisting me that day she went on to attend to him and requested to take her lunch.

I’m deeply hurt by how I was treated as if I’m a ***** ,why would I return a jacket if it’s already returned on their system which I didn’t request for them to do so? Who in their right knowingly I benefited twice and would still try to get more money out of the store .

Your area manager/the store and manager have *********** staff,who need thorough customer care training ,emotional intelligence and 5 qualities that a store manager n should have.

Whilst Nicole spoke to her manager on the phone their spoke in their language Portuguese.

The one person whom has always treated me well is Tshepo he knows how to handle clients effectively and efficiently and his honest.

My day was ruined waiting for 3 hours and nobody knew how to resolve my issue.

In fact im considering my legal option on the 3 male securities whom were called to skirt me off the shop in front of my children ,it traumatised them that when we got to the car asked me if I’m fine and why they called the security on me,I then told them the truth that I asked them to give me back the jacket or my R400 or I’ll take something of that amount,whilst your head office does its own investigation.

Why should I be compromised in the meantime whilst you are competing your investigation?On Tuesday the 29th again the Manager Amania admitted to my face that they gave me the refund without having viewed the footage,she has concluded.Herself and Nicole kept on talking in their language Portuguese whilst there ,I could not hear anything.Today it’s the 2/5/2025 I’ve sent an email to their customer service on the 29th but no one from their head office or complaints department are yet to to contact me.