WOOLWORTHS GATEWAY: DURBAN- POOR CUSTOMER SERVICE/UNCOUTH BEHAVIOUR

On the 7th of December 2019 I had visited the Woolworths store located within the Gateway Shopping mall complex. My wife had brought along a garment ,which she had received as a gift, with the intention of returning the item. Upon her arrival at the customer services department of the store she was assisted by a staff member named Vanessa. She was informed by Vanessa that on account of her not having the receipt they would not be able to pick up the item on their system since the price tag that she brought along did not match apparently. Furthermore, an insinuation had been made that the garment had been used and washed. My wife reiterated that it had not been used at all. Upon hearing the outcome of the discussion i took my wife to another staff member who was helpful in identifying the product and also informing us that according to their system there was none in stock. We then proceeded back to the customer services department and i spoke to the staff member in question, Vanessa. She failed to greet me and looked frustrated that we were back. I informed her that my wife had spoke to here regarding the garment. I made it quite clear that i took exception of the fact that she insinuated that the garment had been "used and washed". She responded by stating that she meant that the individual who gifted the garment might have washed it and not us.I proceeded to inform her that her statement made no sense at all. Reason being, we saw the garment with the tag on and it was new. Furthermore, common sense would dictate that if the garment had been washed the integrity (board, ink, discolouration of ink etc) of the price tag would have been tarnished and as such evidence of a "wash" would be visible. I made mention to her that the staff at the till were able to locate the item on the system. She rudely and in an uncouth manner proceeds to ask me to take her to that staff member. She then stated "we know how to do our job". I thereafter asked her if she was insinuating that i am implying that they do not know how to do their job. I asked her to retract that statement. Her demeanour was bossy and rude and she had absolutely no customer service s****s or etiquette whatsoever. She continued to raise her voice over me whilst i repeatedly asked her to retract her statement. I asked to speak to the manager. She proceeded to walk to a "staff only room" and came out informing me that she had called for the manager as there is no intercom in the store. I am a patron of the store and as such should be treated with the utmost respect. Frustration and incompetence should not be traits associated with the Woolsworths franchise. I was greeted thereafter by the manager Mr Simeon Ephraim. He proceeded to inform me of the problem in picking up the item because of the receipt issue. I explained to him my ordeal with the staff member in question. I had a pleasant interaction with the store manager in question who understood my grievance. It is sad that other staff members namely Vanessa (who identifies herself as supervisor upon me asking) from the customer services department can not behave with a high level of diplomacy. The level of service i received from this staff member angered me and left my shopping experience at the store bitter. If the entire ordeal had been handled with a high level of customer etiquette i would have been satisfied regardless of whether "garment problem" was resolved or not. My main concern is that regardless of the circumstances, I as a patron deserve to be treated with respect and have my queries dealt with in a professional and courteous manner. I sincerely hope that Mr Ephraim's etiquette and customer service presentation in some way shape or form rubs off onto the rest of the staff.