Management at YDE Greenacres and slow customer service from H.O

I am writing to express my frustration and disappointment with the handling of my recent complaint about the return policy at YDE Greenacres and YDE customer service.

I got a bag as a gift on the 19th of March 2025 and returned it for a refund because the bag was never used I got it as a gift so apparently the manager(Khanyiso Dyasi) said he could not refund the bag because it was not in a good condition whilst the tag is still there and the POP was still there and the bag still in a good condition because it was never used. I called their head office customer service told them and I was told to write an email of which I did and they got back to me saying they’ve escalated the matter with their management and they will get back to me after 24/48hours and it has been 4days now since I’ve been waiting for their response no communication has been done none whatsoever

However as of today 14days of their return policy has passed and throughout this period I have reached out multiple times and unfortunately my experience with customer service has been far from satisfactory I’ve been doing repeated follow ups and I have not received any updates on this matter of my query and there has been complete lack of urgency addressing this issue.

I find it unacceptable that I’m still left in the dark with no communication or solution in sight from YDE and their customer service complaints department. This situation is highly frustrating and I would have expected much better customer service and efficiency from such a reputable store.

What is meant to be the backbone of South Africa’s retail chain with the Truworths group has found itself in the dog due to bad customer service given by managers at their stores that do very nothing to assist and ensure that customer’s needs are met.