Disgruntled customer, poor service

I purchased a Nike Men’s Club Fleece Crew grey top at Totalsport (Blue Route) on the 29th July 2020, price R649.95.

I called Totalsport (Blue Route) this morning about the defective garment. I was told to bring in the garment which I gladly did. I was assisted by one of the cashiers who firstly asked me to wait for another lady to assist. I was sent from pillar to post, really unprofessional. When eventual the same cashier assisted me almost 10 minutes later, she asked me what is wrong with the garment was. I showed her the frayed piece on the shoulder of the top, she looked at it then called another person to check. She then called a two other individuals to check. The last lady said they will not do the exchange because the top was ripped, I would like to understand how store assistant has expertise in quality assurance of a garment they clearly did not manufacture. The officials working in the store are sales and store assistance not manufacturers of garments. The item is defective and I clearly think the attitude of the individuals in the store is atrocious and condescending. The derogatory comment of the store assistant telling me saying this is definitely not a factory fault but a tear. This garment was never torn, it’s a manufacturer fault. The cashier kept reiterating to her colleague, the garment was shed so insinuating that the wash destroyed the quality. I am sorry but a garment that costs that much is supposed to withstand a normal wash, my questions is why is it wrong to wash a garment after you have worn it. The fact that it had been washed should not dictate that it’s the wash that caused the garment fray. The garment is faulty, after two and a half months a garment like this should not be fraying at all. This is clearly a manufacturing fault.

The employees in the store that assisted me clearly has to go on customer service training, I will definitely not be visiting this store ever again since I am highly disappointed and the service received insults passed.

I have attached slip and garment pictures.

Part of policy: Faulty Goods

Returns or exchanges on faulty or defective goods will be accepted up to 6 months after purchase (12 months for furniture), provided that the goods have been used for their intended purpose and they have been cared for according to any instructions that accompanied the goods.