Poor customer service, inconsistent return policy

<p>Dear Woolworths Maputo,</p> <p>I am a South African citizen currently living in Maputo. For almost 20 years I have shopped at Woolworths in South Africa and never have I encountered a problem with returning any clothing that ive purchased. As indicated on the back of the woolworths receipt, a customer has 60 days in which to get a refund or exchange any item other than underwear and earrings, provided you have a valid receipt. Why then is the Woolworths Maputo Mares store applying this policy differently?</p> <p>I recently bought a dress for MTN3040 and a week later I decided on returning the item for two reasons being the size and the price. When I got to the Woolworths Mares store, I requested a refund but I was forced to exchange the item with the employee saying no refunds are given, only exchanges. I then pointed out the policy on the back of the receipt. The manager, Claribel Sales was then called, who also then told me only exchanges are done. I again pointed out the policy. The manager then asked me my reasons for returning the item, to which I pointed out the price and size. She then rudely asked me if I saw the price before I bought the item. Furthermore I was then told "you people, you think you are always right, but this time you are wrong!". Firstly, I'm not sure who she was referring to by "you people" but the tone came by as rascist. Secondly, for whatever reason I choose to return an item, it is inappropriate for her to question my decision in that manner. Thirdly, I provided a receipt as well as returned the item in two weeks. So I do in fact meet the terms and conditions of the Woolworths return policy and was well within my right to qualify for a refund. Lastly, I requested the managers name from the Woolworths employees present at the time, and all of them said they did not know. How surprising is that when you are an employee and dont know the managers name.</p> <p>I am appauled by the service level at the Mares Woolworths store. Customers should not be forced to exchange items if the policy indicates an option of refund or exchange. The employees at the store need to be educated on the policy as well as trained in customer service, particularly the Manager, Claribel Sales, who still said "you can report me if you want to". Clearly this is not representative of the Woolworths values which I am accustomed to at the south african stores. If the policy is app**** differently in Maputo please update your receipts as well as indicate this by way of display in the store. </p>