Chatsworth Truworths Attitude a brand risk

On 27 April 2024 I purchased a 2-piece outfit from Truworths Chatsworth as a gift for a baby. I requested a gift receipt which I attached to the item. Unfortunately I was unable to gift the set to the baby because both the baby and mum had taken ill and is not allowed visitors; medical restrictions which I respect. Today 01/05/2024 I decided to return the gift with the sales slip, gift receipt and tags still attached. EVERY MONTH END WITHOUT FAIL THE QUEUE IS SPIRALLING AROUND THE GARMENT RAILS AND NOBODY BOTHERS! As usual such was the case today. I looked around the store for an exchange item for the return but it was futile, poor selection and limited items from clothing to accessories and fragrances (you will note on my account history I purchased Elie Saab perfume at Pavilion because the selection at Chatsworth is poor). As usual the glum and unfriendly staff don’t acknowledge customers & see no urgency for efficiency. An associate by the name of Seran or something like that asks a few customers to make our way to the menswear department to ring our transactions. Upon showing him my credit with the invoices he tells me it cannot be done, more than 30 days (by just 4 days) and I must match my purchase amount to my credit. I worked in retail and such is the case for cash transactions, this was on my account. Furthermore the store has nothing worthy for me to purchase, and the limited poor selection that is there doesn’t interest me and is overpriced. I told him that I spoke to an associate at head office and given the circumstances of the credit, they fully understood that the gift had to be returned. I found the cashier to be extremely offensive, heartless and insensitive as he insisted I had to purchase for the same amount. I purchased a pair of sunglasses but if you do not have a variety of stock to choose from you cannot force customers to buy because you want to make turnover. The staff in this store behave as if they own or inherited this store but actually are a brand risk. They clearly display poor humanity and customer deliverance. I asked to speak to a supervisor or to call head office, to which he then returns stating that they will make an exception… The “supervisor” who came to authorise the credit starts repeating the same obnoxious comments about making an exception etc… the only exception they are making is that they are a risk to the Truworths brand unlike the other stores who drive turnover positively with their professionalism, intellect and expertise. What training has been executed to the staff that they feel fit to treat customers as if they’re doing us a favour? Try being efficient with serving customers in a long queue instead of waiting for a customer to demand for service delivery. I only shop at this branch out of convenience or desperation but it’s not by choice. The scenario at Pavilion is the total opposite hence the customer traffic and turnover, the vibe, respect, customer compassion, retail skills and professionalism at Pavilion is impeccable. However the staff at the Chatsworth store clearly don’t display passion and a drive for customers, they’re just merely dragging their feet to earn an income whilst ******** to the outcome. Absolutely disgusted at the distasteful incident today.