Poor customer service and incompetence

Poor customer service and *********** staff

I went into your Midlands mall branch on Saturday and would like to highlight the poor service levels.

I had an item to return an item of which was purchased cash a month ago. I went in at 9.05am and went straight to the till point to return this item,but the cashier was still sorting her float and no one logged onto the till points as yet and they were not ready to attend to customers ,there was about 4 customers waiting in the line.

I was called 5min later. The cashier by the name of Kimona assisted ,so I gave her my slip and the item. She advised me that she does not have any cash for the refund of R599 and I must come back a bit later when she has cash.

I returned about an 1hr later and went to her , she took my slip and the item again. She asked me for a reason why am I returning the item after a month. I explained that I had no time, was busy (due to unforeseen circumstances) and I work in Durban and was not able to return it within that time. She went to speak to the manager and then informed me that they cannot refund the item ,I need to look for something of the same value. Why was I not informed of this the 1st time??

And by this time the store was busy but I was ok with that so I went to see if I could find something I like.

I eventually found something I liked for R575 and went back to Kimona , she told that she cannot assist me and I need to join the other the queue. I stood for a while in the line ,before being served the 1st cashier who told me she cannot do the refund because she is only doing debit card and account card transactions and asked me to go to the next cashier. The cashier who assisted me ,not sure of her name called her manager because she was unsure how to process a refund\credit.

My refund was R599 and the exchange was R575 ,so the cashier called her manager again , I was then told by the manager Daphnie that I need to find something for R24 or she cannot assist me and she is doing me a favour ....... by allowing the exchange.

By now I was really irate for being misinformed and wastage of my time for incompetence.

I explained to Daphnie I have been here for so many hours and you still cannot assist me because of R24.... I was really not prepared to look for anything for that value and left the store with dissatisfaction.

If staff think that they are doing customers favors then they should not be in leadership roles.

I am really disappointed with the poor service levels at your Midlands branch.

Upset & disgruntled customer.