Typo Garden Route Mall - AVOID AT ALL COST

My name is Natasja, I made a purchase online on the 19th of June. I received it on the 22nd of June but only opened it on Sunday the 25th of June. When my girls started using the felt pens, they showed me that the red one leaked and spilled on some of the other pens. We cleaned everything and gave it to them again to continue using it. Only for the red one to leak again all over my daughter's hand.

I searched on your website on Monday and saw that I can exchange goods purchased online in store. Which was great news for me as there is a Typo in Garden Route Mall. The reason for me doing the purchase online is 1. because there was a promotion online and 2. because the staff in the Typo store in Garden Route Mall was not very helpful when we visited the store on Saturday the 17th of June. I asked a tall lean man for assistance (take note). He was chewing vigorously on his gum while answering my question. Which was very of putting.

I Googled the store hours on Tuesday morning, the 27th, as I was heading to the mall that evening anyway. And the information provided states that Typo is open until 6PM. (see info attached) I arrived at 17:30 only to find them closed. Disappointed.

I had a spare moment today and decided to make the trip with my daughter as she and her sister obviously want to use their felt pens. I had the box of 36 pens with me and my order number/tax invoice ready on my phone. I was not sure if the entire box would be replaced or only the one red pen. So, I took everything, just in case. I walked in, greeted the lady behind the counter and asked if she would be able to assist me. I told her that I bought the pens online, the one is leaking, we cleaned it and the entire story as above. I also said she can only replace the one or the set, I don't mind. I was honestly not upset about the pen or the situation, I went in with a light heart and just wanted it sorted out. Her response to me was "How am I supposed to know what happened when you bought it online?"

Okay, what is she saying, it doesn't even make sense. She immediately made me feel that she does not want to help me, and that she has a terrible attitude. I then told her that I had done my homework and that I could indeed return, or exchange items purchased online, in store. Please note that I am also responding to her with an attitude now because why will I carry on being nice if I am being treated as if I am causing a massive inconvenience to her. I told her that they are not very helpful, and I had a bad experience the Saturday before with the male shop assistant. And she asked me what I was talking about as there is no male assistant working there. What? Why would I lie? She asked me if I had the paper that came in the box, I said no, I have the invoice on my phone, which she did not like for some reason. And this is where it all went south. I told her to leave it, and just give me the contact number for her head office, I will call and ask if they can assist me. She leaned against the counter with a smug and told me that she doesn't have/know the number. I got extremely upset about how I was being treated and her attitude, and yes, I did shout at her to give me the number. I had to ask her roughly 5 times before she scribbled it on a piece of paper. I was also told that she will not allow me to shout at her in her store.

I called the number, went into a que. While I was holding, I shook my head in disbelief and I said "***", as I couldn't believe the current situation and how something so simple is such a mission for this lady to assist me. She then said to me "**** you too". I said, "excuse me?" And she said I swore at her, which I did not, so she will do the same. I tell you, unbelievable right? Ms. J. Naidoo, the manager at customer service answered the call. While I was speaking nicely and calmly to her, you can listen to the recording, your employee started screaming at me. Ms. Naidoo heard it, and it was captured on the recording. Ms. Naidoo said that she would call the store as I did not want to hand my phone to the shop assistant. And then they just didn't answer the phone......but instead pressed the panic button for the mall security to escort me out of the store....... Four security guards arrived to escort me out of the store, because I was shouting in the store, so I said if I must go out, the shop assistant must go out as well.

Anyway, I didn't let the security escort me out. The 2nd shop assistant then did what the 1st one should have done. But talked down to me because she was protecting her college. I was also told that I need to pay the difference in between what the product cost in store and what I paid for it online, which I refused. As it is ridiculous. And then I left, with the security behind me.

I immediately called Ms. Naidoo again. chatted to her for quite a while, clam, upset, the works. And I need to tell you that she is a gem.

But I also need to tell you that I am utterly disgusted with the entire situation. The fact that they felt they could intimidate me by calling security. And humiliate me. Unacceptable. This lady, she is short with long bob hair, and she wore a dark green shirt, should not be dealing with customers or the public. If you work in retail, you MUST know that you are going to do refunds and exchanges. And those customers should be treated the same as the ones doing a purchase. I will never ever set my foot into Typo, never. This lady is not an asset to your business.

Regards Natasja Scheepers