Bad Service & Attitude

My sister bought our younger brother a jacket from Truworths Mimosa Mall in Bloemfontein from the DH department on the 17th September 2017, as a surprise gift. She took the right size for him as she knows what size he wears & she was also helped by an assistance at the shop after she described him and he also told her that, that was the last size they had & they didn't have any smaller size than that 1. He stays stays in Kroonstad which is far from Bloem and when it got to him, it was too big on him & the jackets sleeves were way to long that they even covered his whole hands and fingers and he couldn't fold it cause all the buttons were folded in as well which didn't look nice at all.

She removed the price tag before sending it to him as it was a gift & though that she bought the right size but kept the tag safe as well as the till receipt in Bloem just in case things differ when he fits it. He didn't wear the jacket because of it being big and she didn't have anyone sooner to send the price tag and receipt with so that he can exchange/return it.

She finally got someone traveling from Bloem to Kroonstad to take the receipt with and the jacket is still in it's original condition, has the receipt, price tag & still within the 30days return rule, except that the price tag was removed but it was attached back on it in 1 of the buttons.

So today, the 11th October 2017, I went in Truworths in Kroonstad to request a return and I explained why I was returning in to the guy who works at the DH department there & he checked it & advised me to go to the till for to return it because it was still in its exact new state. The lady there checked it out but wanted to confirm with the store manager & after few minutes, she came back & told me that they can't return it cause the 30 days have already passed. I told her to check the receipt again cause it was still well within the time. She checked and apologised for her mistake which I was okay with.

Then the lady by the name of Sonia, who said was the store manager, came to the till & told me that she won't accept the return because it was more than 30 old & the cashier regitified her that they didn't see right with the purchased date. When she realised that she also made a mistake, she then changed her reasoning to that, the price tag was not in its original state which I then explained to her like I did to her staff because it was a gift and we normally remove the price when we give to the recipient.

She immediately raised her voice in view of other customers in a queue & argued with me even though I tried to be polite with her & still showed her that it was never worn & still in the original state it was purchased on & only the tag rope was cut but attached back again. She continued to give me a very bad attitude infront of other people & telling me that she won't accept it because the price tag is not attached in its original state whether the jacket was still in its original state or not to my dismay.

I left the store as a very unhappy customer due to her bad service & attitude & how she handled the whole issue as a manager :-(