Amateurish, unprofessional and horrible service with lack of customer service

Item: Xtra Clothing And Shoes
Rating: 1
Author: Lekgetho M

On the 29th of January 2025 around 16:30 my mother and l went to xtra clothing and shoes in Boksburg to purchase work jeans and as I was shopping around through the aisle I saw a black Reebok vest priced R125,99 from R799,99 and took two medium and small because I was not sure which one was going to fit me, and one of the floor associates from the next aisle requested to see the one of the vests that I was holding then laughed to my face saying that I won’t buy the vest for that price on the marked down tag(label). She then left the path and upon appearance she returned with a white lady who is her assistant manager or manager I assumed. The lady was exceptionally discourteous and didn’t even have the decency to introduce herself prior to getting the vest and grabbing the discount tag of the vest without even explaining or acknowledging that there has been a mistake on the price shown on the label. I then asked why did she remove the label and she said because that is not the price I should pay and didn’t even bother explaining or acknowledging that there’s an issue and that the price displayed is incorrect, and that I will have to use the other label that is left on the vest which was the original price. I told her that by law of the consumer protection act, I will have to pay the price that was on the vest as that is the price displayed and that’s what I should pay as a customer. I was shocked and disappointed when they saw her squashing the label and put it in her back pocket, showing no respect and unprofessionalism through her actions . I quote according to the cpt” consumers have the right to demand paying the lower price for goods displaying two varying prices suppliers are not permitted to charge consumers the higher price for the same goods.” The white lady even had the guts to tell me that even if I wanted to buy the item at that price, no one at the tills will help me with my purchase.

I went to the office next to the entrance door hoping to get a person that understands customer service or in charge of the store so that I can explain what just happened, but things got worse when I was told that all the price tags on the vest are a mistake and as given an ultimatum by Morne of getting 30% discount or leave the store, but that also was not good enough for me and proved to me that there’s absolutely no customer service and staff members are not well trained. They clearly have no idea or lack knowledge of the consumer protection act.

It would be much appreciated if the management team would view the camera footage to see for themselves what I had went through as a customer.

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Replies (1)

Xtra Clothing And Shoes's replyOfficial

03 Feb 2025, 17:00

Thank you for your email. Your complaint is noted.

We would like to assure you that we at Xtra Clothing & Shoes take Customer Care very seriously and always abide by the CPA.

On Thursday the 29th of January, once you were escorted from the shop by security, the Managers and Sales Assistant informed the Directors of the incident, and the footage was reviewed.

As per your own pictures, you can see clearly that only one Reebok Vest had the R125.99 Sales tag on (this, as explained to you by the Sales Assistant and then the Manager, was a human error, you were informed, and the price was rectified). You were also given an explanation as to what would happen in a situation like this at the till point. The cashier would have informed you about the error and would have raised this with a till supervisor and manager, as the item in question is not on sale and the cost is, and will remain, R799.99.

Unfortunately, your understanding of the CPA is not entirely correct, we also have rights as a supplier/retailer, please see below;

Your understanding: CPA section 23(6) stipulates;

CPA section 23(6), which prohibits a supplier from charging more than the lowest price displayed, in effect overrules the common law and makes the displayed price a binding offer that converts to a binding contract once accepted by the consumer tendering payment.

But in section 23(9) the retailer has the following rights;

This rule (Sec23(6) is mitigated to the benefit of the supplier in the case where the price as displayed contains an inadvertent and obvious error (section 23(9)) if, upon discovering the error, the supplier:

· corrects the error; and

· takes reasonable steps in the circumstances to inform consumers of the error and the correct price (the requirements of these bullet points are hereafter referred to as the provisos).

We did follow the above procedures, as it was an obvious error and none of the other vests in stock had sale tags.

As a sign of good faith, we did offer the 30% discount on the item should you wish to purchase, but you declined.

Unfortunately, your verbal (and then nearly physical) abusive behaviour towards our employees will not be tolerated. This is the reason why you were asked to leave multiple times and then eventually escorted outside by security.

We do apologise that you felt our consumerism was not at a level that was acceptable, but your behaviour as a customer was definitely not.

Thank you for informing us about your version of events.

We value all our customers and thank you for your support. Please note that our offer for 30% discount on the Reebok vest still stands, and we will honour this should you wish to purchase the item.

Please speak to one of the Managers when visiting our store to arrange accordingly.

Xtra Regards

Customer Care Team

Xtra Clothing And Shoes's reply03 Feb 2025, 17:00

Official