Totalsports is to big to care about their customers

I purchased a pair of Nike Pegasus 39 from a Totalsport store in January 2023. I am a avid runner and are very well informed when it comes to running shoes. I went for a run in these shoes on Monday the 13/03/2023. I felt something was odd with the shoes as if the had no cushioning in the forefoot. When I got home I checked and saw that I stepped into a thorn. The front air pocket of the shoes was collapsed. I returned the shoes to Totalsports that morning at 09:00 just to be told that this is not a factory defect and they cant help me. When I asked to speak to a senior manager I was told that this person was in a meeting. I was handed the number to customer service. I phones customer service to lodge a complaint and was promised a reference number which I never received. When I got back to work I mailed a complaint to customer services. I had to phone them and ask them for my original complaint reference number.

I have had 4 previous model Nike Pegasus and in the past returned a pair with a similar problem to a Toatlsports store which replaced the shoe.

I received a call from the store manager on the 14/03/2023 to inform me that they can not do anything for me. I asked to speak to her senior but once again (Tariq ) the senior manager was on the road and could not be bothered.

I have contacted Nike South Africa and they do not have a problem with replacing the shoes.

This must tell me that this is not a Nike policy but a Totalsports Policy. This is shocking customer service.

Please feel free to contact me if you are not in a meeting or not on the road or to busy for your customers.