Terrible Online Shopping Experience

Good day, I am contacting you to raise a a complaint about your Truworths branch in Fourways mall.

In my recent online purchase, I ordered a blush which was received in poor condition. The blush had been "*****ed" while the cap was on and, as such, was damaged. I went in to the store to exchange the blush, but was told that the store didn't keep that product instock. I then chose to get a refund for the item. The lady who initially assisted me disappeared for a while. She then told me that she needed to contact the store where the item was packed. I didn't understand the reason for this, but figured it was Truworths process. Eventually she told me she couldn't reach the store and that I should just request the refund at the till and that they will manage the packing store later. This was about 10 minutes after I had decided to get a refund on the item. It's worth mentioning that this lady was very polite and professional. Until that point I had a fairly positive experience.

After waiting in the queue, I notified the teller (who was also polite enough) that I would like a refund on the item. She then notified, who I can only assume is the manager because she was the one approving other transactions. The manager (a woman with a fade) who did not even acknowledge my existence proceeded to make a phone call. I stood and waited without any word or explanation from her. After struggling to get hold of the whomever she was trying to contact she eventually handed the phone over to another lady. Not a word from either of them about what is happening. When I noticed that the second lady on the phone was having trouble reaching whoever she was trying to reach, I asked what is going on. She told me that she was trying to reach the store that packed the item to find out what happened. When I asked her what that has to do with me and why I have to wait, she responded by saying that they need to understand what happened and that it is impossible that the item was packed in that way. From what she said to me I got the impression that they believed that I damaged the item, and was trying to return something that that I damaged. After some back and forth, insistence by me and reluctance from the lady on the phone, they eventually processed my refund. I left the store 30 minutes later.

First and foremost, why do you have someone who has no concept of customer service managing a store? What example is she setting for the rest of the staff?

These women made an assumption about my integrity, based on what? If your packers do not check the products before packing the items, it is not my problem. You manage that without me having to wait for your poor communication systems. What were they hoping to achieve by speaking to the packed? Clearly that person didn't check the item before sending it to me, they wouldn't have known if it was damaged. I am not a dishonest person and I don't appreciate having my character questioned over a R300. I am insulted.

Your online processing is a disaster. Of the products I purchased that day, all of them had damaged packaging, it's a miracle only one of the actual products we damaged. If you can not properly run online shopping, do not do it.

I have completely lost faith in your online shopping. I can not continue to make purchases with the risk of the items being damaged and no recourse. If your products are damaged your staff treat customers like ****s.