Pathetic service

Extremely disappointed with my experience at Total Sports. Canal walk cape town !

I visited the store to exchange a gift that I had received. Since it was a gift, I did not have the original receipt. Before spending time looking for replacement items, I approached the cashier and explained the situation. I was assured that the exchange would be possible.

I then went and selected the items I wanted in exchange. When I returned to the till, a different cashier informed me that the exchange could not be processed. A manager was called over, and they confirmed that it was possible. I was told that because cash refunds were not allowed, I simply needed to use the full value of the exchange on other items in the store.

I then spent more time selecting additional items to match the value. However, when I returned to the front desk, another manager told me that the exchange was not possible after all and that I needed to provide the original receipt.

The most frustrating part was the complete lack of consistency and professionalism. Different staff members and managers gave me completely different answers throughout the process. I was sent back and forth across the store multiple times, wasting my time because no one seemed to know the actual policy.

To make matters worse, I was forced to contact the person who bought me the gift and ask them for details such as the purchase amount and information from the receipt. I even knew the exact date the item was purchased, yet staff claimed they could not assist me in locating the transaction.

Overall, the customer service was disappointing, unprofessional, and unaccommodating. The entire experience was unnecessarily stressful and could have been avoided if staff had communicated clearly and consistently from the beginning. I expected much better service from a major retailer like Total Sports.