Disagreeable and Unprofessional Manager with no people skills and non adherence to Consumer Protection Protocols

Good day,

I recently visited the Truworths store at Tygervalley mall and bought a pair of boots.

The store did not have a size 9 in stock. I enquired about their return policy and was informed that any item could be returned on the following conditions: - The item must be returned - The purchase slip must be returned - Item must be returned within 30 days.

I indicated to the cashier that the size 8 boot may not fit as I normally wear a size 9. She then indicated that I could visit other branches and do a swop at that specific branch.

I then asked her if it would be possible to wear the shoe in order to ascertain whether it would fit or not. She agreed with me that one may have to "break into the shoe". I specifically asked if I could return the item if I was unable to obtain a bigger size or if the shoe did not fit.

She informed me that I would be able to return the item.

I visited the branch today and was informed that I physically visited and contacted several branches but none had a size 9 and that I was informed that I could return the item.

The demeanour of the cashier was crude and reluctant and she nonchalantly informed me that she would obtain the manager.

One Shanice Jooste approached and also in a very nonchalant manner, absolutely unprofessional and cold demeanor informed that I could not return the item due to discomfort.

I informed her that the cashier informed me on the day of purchase that I would be able to return the item if it did not fit after breaking into the item.

I asked to speak to her direct line and she indicated that the Manager was off today. I then asked to speak to their reporting line and she informed me that she would contact the Area Manager.

She returned after a few minutes and informed me that the item was not returnable and that I should take the item and leave.

I then asked her for their complaints details and she provided me with the customer service number.

I then specifically informed her that I did not want the customer services contact number but that I wanted their complaints email address and her email address. She did not want to provide me with the email address of the area manager and simply noted his name as Nicholas.

I am deeply appalled by the services that were provided. The staff demeanour cold and rude and arrogant and unprofessional. I was shocked that Ms Jooste did not know or have their complaints procedure readily available. It felt like I was at a ****a shop on a dirt road in Philippi.

I left the item at the shop.

I would like the matter to be investigated and for Ms Jooste and the cashier to be disciplined for poor customer services and failure to provide customers with support and for not knowing their complaints procedure.

Please note that I will be escalating the matter to the relevant Ombud with jurisdiction as well as bring legal action in the applicable court with jurisdiction.

I would not have purchased this item if I was told that I would not be able to return the item if it did not fit.

I am honestly deeply appalled at the demeanour and address of both Ms Jooste and the cashier.