MATADOR, shameful treatment of customer and abuse selling POLO bags in not good standard. Refusing to change it.

Around three years ago, I purchased a red and blue POLO sling bag from THE MATADOR in Rosebank. I intended to use it for an overseas trip, so it stayed unused for a while. After a few uses, I noticed that the interior lining of one of its two compartments started to detach due to insufficient material to secure the stitches. When I returned to the store, they acknowledged that many others had encountered the same issue and promptly exchanged it for me. Afraid to use the replacement, I only took it out occasionally during the summer, avoiding it in winter as the colors didn’t suit the season. After some use again, the same happened. I then took it back again; they attempted to repair it by restitching rather than completely replacing the lining. Two weeks later, when I picked it up, I realized the problem persisted. A sales assistant lightly tugged at it, causing the same issue to reappear, and advised me to return it once more. Now, for the third time, I inquired about the bag after a month had passed, only to be told there was no update. Frustrated, I expressed my dissatisfaction, questioning how long this would continue. Two hours later, the sales lady phoned asking for my proof of purchase…. After 3 years. I explained I didn’t keep receipts for three years, challenging them to find the purchase record. They claimed receipts are retained for only three months, yet I was expected to have mine for over three years. Today, I received a call stating they wouldn’t replace the bag without proof of purchase. This situation is appalling and deeply insulting. Despite owning a number of other POLO bags that have generally proven reliable, this experience is infuriating, especially when the bags had a defect from the start. It’s unjust to discard a R3,000 bag due to a missing receipt from three years ago, while they only keep records for three months. Beware and avoid shopping at THE MATADOR if you value your money and peace of mind.