Woolworths Somerset Mall: Discriminated, Humiliated and Dehumanised

I purchased items worth R1296 on Thursday, 11 March at 18.17pm from the Woolworths Somerset Mall Branch. Fortunately (since the lockdown has affected employment opportunities for many and including myself), I got a work call and needed to travel this week. So, I returned the items on Sunday, 14 March at 09.10am for a refund. I advised that I lost the receipt but used my debit card and REwards card - would they be able to track the sale for a refund? The cashier called a manager on duty to assist. Rozete van Rooy - Dept. Manager attended to my enquiry and advised that she could only put it in a gift card. I then advised that this would limit my spending to their stores, I did not use a gift card to purchase items and that I needed to use the money to travel. At this point, I was agitated because there's clear proof of purchase besides the till slip.

I had offered to give them a bank statement, Rewards Card and plus, the cashier remembered me from when I purchased the items.

I then requested that we escalate the matter to a Senior Manager/Store Manager. Rozete called Zane Botha - Operations Manager. Zane gave me the same reasoning, of which I gave him the same reasons. He then advised that he will not assist me - he's not allowed to. Zane and I got into an argument, he walked away from me. I then approached him and advised that, that is not how you speak to customers. He then threatened to call the Police of which I offered that he uses my phone. He called security.

Security asked what was the situation - I explained and he said, I was not threatening anything, I did not look dangerous so he want to know from Zane what he should do?

We all walked back to the customer service dept where he used my phone call the police. Whilst waiting for the police, Zane physically touched me showing the door - at this point I told him not to touch me as I was not threatening anything towards him and he had no right to touch me. I felt threatened and unsafe inside their store because at this point I was not sure what is next after touching me. I then contact the police to log my complaint of being touched. We both waited for the police to arrive. Whilst waiting, I asked if I was allowed to purchase coffee and water since he asked me to leave the store. He said I am more than welcome to purchase anything in the store. I proceeded to get coffee and water.

Police arrived and he escorted us to the back. He explained the same protocol. I explained my part. At the end of dialogue, I wanted to know what the issue was - not having a receipt, and if so - is the store able and allowed to do a reprint? Zane said he's allowed to do a reprint but not for me and not after this incident. I then asked, why didn't he just do a reprint to avoid what has escalated. He asked me whether I want to be escorted nicely out of the store or forcefully?

I was escorted by police in a cordial manner. At this point I was humiliated and dehumanised. The stigma of walking out of the store with Police as if you're a ***** will never escape me. It is an experience I need to seek counceling for.

At 15.22pm, I contacted the Woolworths Stellenbosch Square branch. I requested to speak to a different Operations Manager - to get insight on whether I was treated accordingly. I spoke to Zahir/Zaheer (Not sure of the spelling, apologies). He advised that he would put it in a gift alternatively pull up the reprint in the system especially when I have used my bank card, had the date of the sale and used my RE wards card and refund me the full amount.

I contacted Woolworth Somerset Mall today at around 09.00am. I requested to speak to the store manager. I spoke to Asif Ismail - I asked if he was already made aware of the incident of which he rep**** he was. Asif said Zane followed procedure and that if I had an issue, I should contact head office. I asked if he was condoning Zane touching and making me feel threatened in the store? He declined to comment.

I have since logged a complain with Head Office; Customer Service and spoke to Rafeal. Rafeal apologised and condemned Zane's actions of touching a client. He also highlighted that this was not protocol.

I am extremely upset by this situation. I've been a Woolies client all my life. This treatment atrocious, I felt disrespected and discriminated.