Horrible Service Truworths Randburg Square

On the 09 Oct 2019 I bought a dress cash using my bank card at Truworths Creste, it turns out it's not the right size.my friend went to Cresta on Friday the 11 Oct 2019 to do an exchange however there was no fit size , she then requested a refund however she didn't have my bank card as per Truworths refund process.

I then went to Truworths Randburg Square on the 15 Oct 2019(6 days later) and also i didn't find the dress, when I asked for refund the lady at till noticed that the dress was torned on the left hand side of the dress, she asked me about it and I told I didn't even see that it has torned. She then called her supervisor(Hlaulani Nukeri) who checked the dress and asked why the dress has bit of make up on it. I told her that we didn't wear the dress but we did fit it and its possible that we bought it with maker up but we didn't analyze it when we bought it.

The store Supervisor(Hlaulani Nukeri) told me to take the dress back to Cresta as she can't sell it and it will be her stock loss, I refused and said to me Truworths is Truworths it doesn't matter where however she can call Cresta because I'm on lunch and I will not spend more money to go to Cresta.

She then called Cresta Truworths to ask the store manager if they sold a torned dirty dress to any customer on the 09 Oct 2019 as Truworths rule is that the store was suppose to indicate on the slip, and obvious the Cresta store manager refused and said it would have been marked as rejection.

She then came back to me and said she understand the torn part but she will not take the dress because of the make up part. As the lady at till gives me plastic bag I asked to speak to the store manager i was advise she is on training and Hlaulani Nukeri is in charge of the store on her absence. I then requested to speak to the Area Manager regarding my issue.

Hlaulani Nukeri(store Supervisor) said they are not allowed to give customers the Area Manager's name or contact details. I asked her to call the Area Manager as I'm not leaving the store without my refund and she must hurry as I'm on lunch break.

As store Supervisor was making a call, I asked the lady at till what is the process if the dress was the right size and it was worn then the torn part happened within 6 days and it also had the make up part as woman we do put on make up, she said they would have done the refund and there is no need for the customer to wash the dress. Then I asked them what is the difference to my situation and they couldn't answer.

Then the store Supervisor confirmed with arrogance and attitude that she will do the refund and I asked her what was her reason in the first place to waste my time and call Cresta and sending me off without my refund for something that she could have done in the first place. She then gave me an attitude and told me I first claimed its size issue but now the dress its torned with make up.

I asked her to apologize for wasting my time as now it's clear that the was no need for her to make me wait on the store for over an hour. She refused to apologize to the point I was so frustrated then I asked to speak to the store Manager regarding her attitude.

She agreed that she will call her manager as I was waiting she spoke to the store manager for like 10minutes using Shevhenda language which I dont understand. She then gave me the fone when I was complaining about my time been wasted, the Store Manager who didn't say her name told me that the store Supervisor has already told her what happened and she has made the decision to give me the refund.

Then I got more furious and more frustrated because the store manager didn't hear me out first as customer why I wanted to speak to her and she has made her decision without even speaking to me first as customer.

I told her that she is making the situation so worse as her store Supervisor already agreed to the refund but I wanted to talk to her about Hlaulani's attitude towards customers. I told her that she can call me after an hour as I was fuming and she can take my details I left on the refund process and I hang up on her.

Asked the lady at till to give me the Area Manager's name and contact details she said she is afraid as she will get into trouble.

I gave Hlaulani Nukeri so many opportunities to apologize and she refused and continued with her attitude in front her staff and other customers to the point that tbe store security apologize on her behalf and all I wanted from the store manager is someone senior to hear me out as a customer from the bad service I received.