Shocking Customer Service

I am posting this review here as I have emailed The Foschini Group about the matter and have had no response regarding the issue since the 24th of August and quite frankly I am fed up.

The review deals specifically with Total Sports mens in Cavendish.

I purchased a pair of shoes a month ago. When I put them on to use I found that they were two different sizes. Mistakes happen and I wasn’t worried so I called the branch immediately on Wednesday the 8th of August at around 5pm. I told them what had happened and kindly asked that they keep the other size 10 which I needed and said that I would be there on Monday evening, the 13th of August at around 5pm. I was told that they had the shoes in stock and they would be put aside.

On Monday the 13th of August at around 5:15pm I walked into the store and asked them to change my shoe to get the correct size 10. I was then told they didn’t have stock and it must have been sold. So it seems now there are two people, me included who have the wrong size shoes.

The lady behind the till then said I could wait for the other person to realize the store’s mistake and then we would essentially swop. This statement in itself I find to be absolutely ridiculous.

I then waited whilst calls were made and was told there was no stock in the western cape though the systems showed that other stores did have stock. I then spoke to someone who said they have a “good relationship” with the one store and they will call me by end of day Tuesday the 14th of August. I received no such call.

I then called the store on Wednesday the 15th of August at around 11am and they said they had sourced a pair of shoes which are being delivered and they will give me a call the following week to collect them when they arrive.

The following week I decided to follow up with the store with a call on Wednesday the 22nd of August at 9:08am. I spoke to the same person once again and he informed me that he was in contact with the store with the correct shoes and they were busy with a stock take when he called them and would be able to send the shoes once stock had “settled” but he said most likely they will be sent today, Wednesday the 22nd, and he will give me a ring when they arrive. I told him that’s all good and I will follow up again this week.

As of Friday the 24th of August, 3:00pm I had yet to receive a call and so I gave them another call and asked to speak to the same person , said person was was busy with a customer, so they said that he would give me a call. I didn’t receive a call until 3:30 so I decided to go into the store. I spoke to same person I have been dealing with since the start of this matter, who said the guys delivering the shoes knocked off at 1pm today so there’s nothing he can do today but he knows they’re in transit and they should be here after Monday next week.

It is now Tuesday the 28th of August and I am yet to receive any communication from Total Sports Cavendish nor the Foschini Group relating to the email I sent them.

I have now had the incorrect shoes for a month and have been dealing with Total Sports Cavendish directly, on a regular basis for 20 days regarding this matter.

The lack of customer service and gross incompetence displayed by Total Sports Cavendish is actually astounding and I have no intention of transacting with them nor any other Total Sports for that matter, when this issue is finally resolved.