Truworths Jabulani mall

I had the worst customer service experience at Truworths Jabulani mall.

I purchased a formal shoe for work on the 26th February 2023, the shoe tore my ankle and so I decided to return it on the 22nd March (last week) The lady who was assisting me opened the shoe box and examined the shoe before asking what the reason for the return is, there after she called her senior to authorize, the senior just told her to file a "returns query". The lady goes on to do what she was told then hands me a reciept to sign, no explanation whatsoever. She only explained to me what the entire process meant when I signed. She informed me that the shoe will be taken to head office for it to get examined first before I can get refunded, I enquired on what would happen should head office decide that the shoe doesn't hurt me, she bluntly told me that I'll have to see what I do what the shoe, which basically means I'll be left with a shoe that I won't wear just because someone else has decided on my behalf that infact something that I purchased with my money doesn't hurt me. They stated that I'd get contacted on the 27th which was on Monday, today, Friday 31 March 2023, no one has contacted me, I called the store 3 times yesterday and the phone wasn't answered, I called truworths head office and the assistant on the phone also took my details (mind you this is my second time contacting truworths head office about this and being promised that they'd call me back yet no one called back) he promised to call me back as soon as he has spoken to his supervisor on my matter as he also tried doing a conference call with myself and the store however again, the call didn't get answered.

I've sent emails to truworths customer service, I've called both the store and the customer service yet no one is getting back to me, I spent my time and money to return a shoe which I bought cash and still didn't get a refund, I now need to take my money again and go back to truworths Jabulani mall to enquire on my money!

The assistant at the store was very rude and unprofessional, I don't know if truworths teaches their staff to refer to us customers as "Chommie" . I am utterly disappointed by the service I am getting from a company as big as Truworths!