Worst Experience Ever

I am writing to express my disappointment and frustration with the service I received at your Riverside store on 18/12/24. I visited the store to exchange two items purchased on my mother's account, but was informed that I needed a written consent from the account holder or her store card.

I was surprised by this requirement, as I have made numerous exchanges on my mother's account in the past without issue. When I asked the cashier, Thandeka, to show me where this policy was stated, she was unable to provide me with this information. I asked her to connect me with the help desk and she informed me that they have already closed.

I requested to speak with a supervisor, who also refused to assist me without the store card. The only solution offered was to return the clothes but there were glitches during processing the transaction, which required contacting customer care and surprisingly, again, they were now available.

I was handed over the phone for explanation but unfortunately, the customer care representative, Unathi, was unhelpful and told me to send an email to request answers to my questions as she also doesn't know where this policy can be accessed.

I am very disappointed not only with the poor service but also with the lack of consideration shown to me as a heavily pregnant customer. I was forced to wait in line for nearly 30 minutes without any offer of assistance and when it's finally my turn, I'm told about unwritten policies.

I urge you to make your policies clear to customers to avoid similar experiences in the future. It's time and money that we use to go to your shops only to be turned away by not having a card or letter which I could have brought with had I known.