********** Customer service at Vodacom Westwood mall

To whom it may concern.

I would like to lay a complaint regarding the ********** treatment I received from Westwood mall Vodacom staff Mr Kishav.

On Saturday the 13 August 2022 I purchased a cell phone cover from the above mentioned store. On my return home I realized I had purchased the incorrect phone cover. So I returned to the above mentioned store on Sunday, 14 August 2022 explaining to Mr Kishav that I bought the incorrect phone cover and would like to change it. He informed me that the store didn't have the phone cover I required. Hence I asked for a refund of my money instead. He rep**** that store policy is no refunds on goods purchased. I informed him that I had purchased the item the day before and I had the original receipt and the box was unopened. He insisted store policy was no refunds. I then informed him that that is ******* and according to the consumer protection act I am entitled to my refund as I have the receipt and the item is unopened. He suddenly then said he could contact Vodacom head office to see if they will refund me. He said he will send an email on Monday morning, 15 August 2022 requesting a refund but it was up to head office to approve the refund even though I had the receipt and the item was unopened. He said he will contact me on Monday morning.

However, the next day of Monday 15 August 2022 Mr Kishav didn't contact me. So instead I called him and enquired about my refund. He assured me he has sent and email to Vodacom head office requesting a refund. He then said he will call me later in the day with regards to my refund. The entire of Monday passed and entire of Tuesday passed and I received no call from Mr Kishav.

I then called on Wednesday morning 17 August 2022 requesting what was happening with my refund and why didn't he get back to me. However Mr Kishav was not in the store so I explained my problem to the store manager Mr Nathi. Mr Nathi gave me the same "no refunds policy"story. I informed Mr Nathi that at no point did the salesman inform me about the refunds policy nor was there any info in the store detailing their policy. Nor was there any info on the reverse of the sales receipt about the store's refund policy. I was quite irrate at this point and informed Mr Nathi that what they are doing is ******* and is a contravention of consumer rights. I told him I had all the required documents for a refund but they where treating me like a ********. I informed Mr Nathi to call Vodacom head office rather than wait for email replies as they were making me wait for my refund which is *******.

Mr Kishav then took the phone to explain once more his store refund policy. At this point I was very very irate!! Mr Kishav was also very rude to me on the phone. I explained to him that I am the customer and he needs to speak to me in a better manner. Mr Kishav then cut my call.

I called the store back only to be answered by Mr Nathi and informed that head office has approved my refund. I asked him why couldn't Mr Kishav call head office and facilitate the refund rather than waiting for emails. He had no answers. I also asked to speak tor Kishav once more.

I asked Mr Kishav why he was soo rude and cut my call. He rep**** because I am angry he cut my call. I rep**** that he has made me angry by treating me like a ********. He was no shouting at me on the phone and then cut my call again.

I called the store once more requesting an apology from Mr Kishav for his flippant and disrespectful behavior to a Vodacom Red premium customer. He refused to apologize and was shouting to me on the phone that he doesn't need to talk to me. He cut the call once more.

I have also tried the entire day to call the store owner Mr Junaid - however neither does he answer his phone, nor does he return missed calls.

To me clearly this flippant disregard & disrespect for Vodacom customers at Westwood mall stems from the owner himself.

My question to Vodacom SA is....is this how you treat your customers? Refuse refunds? Treat customers like ********* ? Employ staff who have no regard or respect for the consumer act?? What kind of service is this?

I have been a Red Premium customer with vodacom for many years and if this is how Vodacom treats premium customers then I would rather go to MTN or another mobile service provider.

I request an apology from Vodacom Westwood mall for their utterly disgusting behavior towards me.!!!!

Adil Ramdhani