TCF Principles not app****

I am disappointed with the management at East Rand Mall in Boksburg for refusing my request to return the items I purchased on Monday, July 22, 2024, and repurchase them at the sale price.

On Monday, 22 July 2024, while browsing your website, I was thrilled to find that the boots I liked were on sale. I tried to purchase them online but found that they were out of stock (style numbers *** and ***). I then contacted Head Office to inquire about stock availability at branches in the Gauteng Province. Only Fourways Mall and Sandton City had the boots in stock. However, I forgot to confirm with the customer care agent if the online sale price also app**** in-store. Excited, I decided to leave work early (driving from Irene, Centurion) to purchase the boots. When I arrived at the store, I was informed that the sale only app**** to online purchases and not in-store prices. However, the lady assisting me mentioned that the in-store sale would begin on Wednesday, July 24, 2024 (refer to the attached screenshot). Since I knew that only branches located around 50 kilometers away from my area in Farrarmere Benoni had the boots in stock, and I had already spent time and money on travel to purchase them, I decided to buy them with the intention of returning them on Wednesday so that I don’t lose the size and also get the discounted price.

On 24 July 2024, I visited Woolworths at East Rand Mall. I requested to return a pair of shoes and repurchase them. I explained that I had purchased the shoes at full price, and I was made aware that they would go on sale, as I had been told by a cashier at Fourways Mall that the sale would start on 24 July 2024. The supervisor informed me that I could not return the shoes and repurchase them at the sale price, stating that items purchased at full price could not be exchanged for sale price. I requested for a policy stating that, but she could not provide me with one, instead she escalated this to her manager, Ms Mirriam Mokgathi. Ms Makgathi explained that according to Woolworths' return policy, an item cannot be returned at the original price and then repurchased on the same day at a sale price. She mentioned that Head Office monitors such transactions and there could be consequences. However, I disagreed with her as I have previously been able to refund an item at the original price and then purchase it the same day at a sale price. The only reason I could not do that it is because East Mall didn’t have stock. I informed her that I had purchased the boots at the original price despite knowing they would go on sale because they were only available at the Fourways and Sandton stores. Since her branch did not have stock, I requested her to return the item for credit and hold it for me until the next morning i.e. 25 July 2024 to ensure I did not miss the items. She mentioned that Head Office does not authorise them to reserve sale stock, even though I was at the branch few minutes just before closing time. I then asked her to return the items for credit and have her team put them back on the shelves immediately after the transaction so I could repurchase them, she said no, her store is about to close and as soon as the customers leaves the store her team will also be leaving. I inquired about the availability of backshopping, and she informed me that it would be done in the morning. I then asked if she could guarantee that I would receive the boots the next day, July 25, 2024, when I return them for credit. She mentioned that she could not provide that assurance. Despite it being nighttime, I was willing to drive to Eastgate and asked her to check if they had stock so they could secure the boots for me. Ms Makgathi explained that Woolworths does not reserve sale items for customers, a policy of which I was unaware. She indicated that the response she gave me would be the same at the Eastgate branch, and she did not attempt to contact them. I requested to see this policy as it was not visibly displayed at customer service. She then mentioned that she would contact her senior manager to address my concerns.

I was then assisted by Ms Matilda Fungwa, who informed me that it is “her” store practice, not to not return items that were purchased at the original price and then bought at a sale price on the same day. She explained that holding onto stock that could have been purchased by another customer and then returning it for a sale price would impact the store's profit margins. She mentioned that shoes could be refunded for store credit, but she could not guarantee that they would be available the next morning, which was 25 July 2024. I asked her if these are documented Woolworths Holdings policies and procedures, she said no. I pointed out that Woolworths has a 60-day return policy for items with the original receipt, so I felt it was unfair to be penalised for returning items for a sale price just two days later. Wouldn't the store's current return policy, which permits the return of sale items with the original receipt until October 2024, be seen as holding stock and potentially affecting profits? Ms Fungwa informed me that Woolworths does not offer IBT on sale items. I kindly request Head Office to assist me in this matter as I cannot afford to incur additional expenses by driving from Benoni to Sandton City or Fourways to return and purchase these boots at the sale price. These are the only stores within a 50-kilometer radius where I can find this stock.

I wanted to share my recent experience as a loyal Woolworths customer with you. On 22 July 2024, I made a purchase of R3,800 at your stores. However, I encountered an issue with the management at the East Rand Mall branch regarding the return and resale of a pair of boots at the sale price. Despite my loyalty, I was disappointed when the management refused to honor the sale price for the boots. I had noticed that the boots were on promotion for online shopping on 22 July 2024, and I assumed that the same promotion would apply in-store as well.

I am extremely disappointed in the way I was treated and feel that my customer rights were violated by the actions of Mss Mokgathi and Fungwa. They did not adhere to the TCF principles in their interactions with me as a customer but rather their own in-store practices. It is important to have uniform policies and procedures implemented in all branches. It is not acceptable for a manager to make exceptions based on personal preferences and ignore TCF principles. I could have shopped at Foschini, Edgards, or any other store, but I specifically chose to shop at your store.

Your assistance in this matter is appreciated.