Most Pathetic Service

I stood in Truworths Pavilion absolutely disgusted by the level of service received to Myself and my Husband by the cosmetics and fragrance manager Kethiwe Duma. My husband bought a perfume on the 10th February 2021, on valentines days we returned the perfumed as it was the incorrect one. Renaldo, the manager on site at that time was extremely helpful and assisted us in ordering the correct perfume to be delivered by fashion delivery to the store. On the 18th February we received an sms saying that the order number F*** is on its way and to collect at Westville pavilion truworths from the 19/02. On the 19th February we came into the store to pick up the perfume and were advised that it was not received as yet. On the 22nd we received another sms saying that unfortunately there was a problem experienced with the truworths online order. We called into the store only to be advised by Renaldo that the courier was hijacked and our parcel was ******. We were advised that we would be refunded. When we got to the store today on the 26th,and only to our dispare to be that they cannot give us the cash refund back because we purchased the fragrance on my husband's store card. We were referred to a consultant by the name of Cathy who was of no help whatsoever. She had no empathy to the fact that we came into the store 4 times already to purchase one fragrance! She said that we needed to reorder the perfume that we had been waiting for from the 14th February already. She continued to call the cosmetics manager Kethiwe Duma to advise of the situation and we had even asked Kethiwe to check if there was stock available in store. She asked us to take a bag and told us to buy a smaller size instead so that we can receive a gift bag with it. So we told her that when we get the new fragrance we will return it and purchase it to receive the bag. Kethiwe and Cathy both became defensive and started screaming at us in the store that if it's an online purchase then you don't receive a gift. We explained to them that we came into the store 4 times already for one perfume. It was extremely embarrassing standing here speaking to 2 ladies with no remorse or empathy to the situation. The fragrance was an anniversary gift from my husband and its completely saddening that 2 women could not feel my plight and disappointment but instead chose to be arrogant and raise their voice at us. I asked the ladies what happened to customer service and one of them clicked their tongue and they walked away. I am extremely disappointed at the level of service provided by the 2 ladies. Kethiwe being a manager in the fragrance department didn't even assist us but left a consultant to handle the situation. Jenine tried to the best of her ability to reorder the fragrance and to compensate for the pathetic service that was received. We are frequent customers of the retail store and we had much trust in the brand itself and our feelings and frustration was not considered at all. The most frustrating part of it all is that both my husband and myself come from sales background and we pride ourselves at customer service and customer experience and unfortunately people like kethiwe and Cathy don't deserve to stand in their roles as managers as they lack empathy, consideration, decency and ultimately customer satisfaction. I spoke to a customer whilst leaving the store who advised me to take the matter up further because she witnessed the manner in which the dispute was dealt. I urge the company to take customer service seriously and to look into this matter further. It is truly a poor reflection on the company as both ladies had the opportunity to turn the situation around but instead we left the store embarrassed, disappointed, angry, and completely disrespected.