FIX YOUR SYSTEMS

I am writing to formally express my deep disappointment and frustration regarding a recent experience I had. I took a coat on layby at your Brits branch and was informed that I could pay off the item at any AYANA store nationwide. I completed the final payment at your Mall@Carnival branch in May. However, when I attempted to collect the coat from the original Brits branch, I was shocked to learn that the item had been given to another customer, despite it being fully paid for. I was informed that this happened because your system did not reflect the payment made at a different branch. This is unacceptable. As a customer, I should not be penalised for a system failure that is entirely beyond my control. As a result, I had to drive an additional 30 kilometres to Wonderpark Mall to obtain a replacement coat using a voucher provided by the staff, an entirely unnecessary and frustrating inconvenience. I trusted your brand to honour its word and deliver a seamless shopping experience. Instead I was left feeling let down and inconvenienced, and as a result will never visit any of your stores or recommend AYANA to anyone. I urge you to urgently address your systems issue to prevent other customers from going through what I did