Totalsports Garden Route mall

Dear Total Sports Garden Route, I hope this email finds you well. I am writing to formally lodge a complaint regarding a purchase I made at your Garden Route branch on 30 December 2025. I purchased a pair of Infant Nike Sunray black sandals as a birthday gift for my niece who celebrated her 1st birthday on 2nd January 2026. Needless to say, I had it wrapped and everything on the day of purchase. At the time of purchase, I clearly informed the sales consultant, Jovanni, as stated on my slip that I am from Cape Town, currently on holiday in the Mossel Bay area, touring through the Garden Route, and thought of purchasing the gift as a token in remembrance of my trip. Unfortunately, upon returning to Cape Town and when my niece unwrapped her gift, we discovered that the box contained two left sandals instead of one left and one right. I am extremely disappointed by this oversight, as proper checking should have been done before the item was sold—especially considering that I would not be able to return to the store easily. I am now left with an unusable pair of shoes through no fault of my own. I contacted the store as per the attached call log on 3rd January 2026 at 13:37, which the consultant advised the manager on duty is not present, but I can return the item to the nearest Totalsports to resolve this. If the other box is located on their end, an IBT will take place, which I clearly advised I will not account for as this is not a mistake on my part. At my earliest convenience, I managed to visit the N1 City branch on 10 January 2026. They made contact with the Garden Route mall, and the outcome of that attempt was that they are not aware of this incident, which set me off even more. The only reason I was back at the store was due to a lack of process or procedure followed by the consultant that assisted me with my purchase and to notify not only that I received an incomplete item but someone else’s purchase is incomplete as well, or there is a box counted as stock which is incomplete.

The feedback I got from N1 City again on 11 January 2026 via phone call is that the Garden Route manager advised she is not aware of this matter/incident. Which was not the outcome I expected as I was merely there to inform and seek resolution. It’s 12 January 2026 and I am again on calls back and forth trying to resolve this which is obviously going to result in me having to travel/transport back to the nearest Totalsports store to take back this incomplete/unusable item.

As a loyal account holder, I am utterly disappointed and furious being sent from pillar to post in order to resolve this at my own cost for calls being made and having to transport to and from malls to resolve this. It was never my intention to go this far but due to the failure in resolving my issue upon reporting the incident, the feedback received left me with no choice to the point I would be forced to close my account. Due to the lack of service, support, and resolution.