Complaint: Poor and Unprofessional Service – Exact Richards Bay (Inkwazi Mall)

I am submitting this complaint regarding the poor and unprofessional service I received at Exact Richards Bay (Inkwazi Mall) on 28 December, when I attempted to exchange a gift item. The item was purchased on 24 December as a gift for me and was returned within four days, still in its original condition, with tags intact and completely unused. I simply needed to exchange the size a basic and reasonable request that aligns fully with Exact’s standard return and exchange policies. However, the treatment I received from staff members Mbali, followed by Kona, and later Mpume was extremely disappointing and unprofessional. Instead of being assisted in a helpful and customer‑focused manner, I was made to feel as though I was at fault for requesting a straightforward exchange. Their attitude and approach were far below the service standards expected from a reputable brand like Exact. As a customer, I value fair and respectful treatment. No customer should ever be made to feel uncomfortable when exercising their basic consumer rights. I request that this matter be thoroughly investigated and that corrective measures be taken to prevent similar experiences for other customers. I would also appreciate written feedback on how this issue will be addressed. Please note that I will be sharing this experience across social platforms as well. Store: Exact Richards Bay – Inkwazi Mall Store Contact: 035 901 9046 Kind regards,