Genesis Hydrovac can't be returned because of "missing sample soap"

This past Sunday (04/12/2022), tried to return a genesis Hydrovac extreme to the Boksburg branch, which I had bought from Game, Lakeside Mall, Benoni.

On arrival, a Verimark salesperson, Lerato, was called to assist me.

My issue with the machine was that it did not spray water out of the nozzles when I tested it after I followed the manual and an instructional video of one of the Verimark reps on youtube. I felt that this experience was frustrating enough for me to not want the product any longer. This information was relayed to Lerato.

She proceeded to ask me, with irritation, why I was returning it to this branch rather than the store I bought it from and went on to tell me, and quote, “This will count against my target”.

I told her that that was a concern she would need to forward to management and that she was being unprofessional. But she insisted on venting her frustration in front of me.

She went on to speak to a lady named Andile, who told her to check if the spray was working.

After coming back with a bucket of water, I told her that there was no point in testing it, as I no longer wanted the product.

I then asked her to check that all products were in place and for her to begin the refunding process.

Instead, she went on to make some calls, I’m not certain whom to nor the reason.

I was told the process would take about 21 days for me to get my money back as this was a different branch from the one I bought the machine from.

I was ok with this.

At this point, I had been sitting there for close to an hour, only for her to come to me and tell me that a sample of soap was missing so I could not return the product.

This vetting should have taken place on arrival. To this day. I have no recollection of this additional soap, as I only had two of them with me.

I then asked her to call management, expecting a Shaun to come, but instead, it was Andile, who assured me she is also part of management.

I told her this long story and shared my experience, only for her to ask me, “Where is the soap”?.

I told her that if indeed missing sample soap is a showstopper, my experience would have been much better if the rep accepted that I no longer wanted the machine and checked for all items from the onset. This didn’t seem to register with Andile, who insisted on getting this soap.

When I asked them to deduct the soap from the total price, I was told this could not happen as the soap is not sold separately, and so I could not get my money back because of this.

Effectively, it was seamless when I bought the product, but impossible when I tried to return it within the allowed 15-day period.