Poor Service - Factorie The Glen

⭐ 1 Star — Extremely Disappointed: Shocking Experience at Factorie, The Glen (Johannesburg)

I’m deeply disappointed by the appalling customer service received from Factorie at The Glen, and by extension, the Australian brand’s operations in South Africa.

On 4 April 2025, I purchased a R1000 gift card from this store as a birthday gift for my son, alongside a similar gift card from Cotton On. My son, a loyal fan of both brands, was thrilled to shop independently on 18 April, only to be embarrassingly told at the till that the card had a zero balance—despite me having the purchase receipt clearly showing the transaction.

After wasting over two hours in-store, we were told the card number on the receipt didn’t match the one in hand. We were then brushed off with the excuse that it was a public holiday and the matter could only be handled after the long weekend.

What followed was a week-long nightmare of emails, texts, phone calls, and blatant unprofessionalism from every level—store staff, the store manager (who was particularly rude), and even the regional manager. Eventually, a replacement card was issued 7 days later, but not without being met with disdain and a complete lack of accountability from Factorie staff at The Glen.

This experience turned a thoughtful birthday gift into a frustrating and humiliating ordeal for my son. It's clear that this branch, and perhaps the brand in general, is not equipped to handle customer issues with basic competence or courtesy.

To Factorie South Africa and its Australian head office: Your systems are appalling, your staff are poorly trained, and your customer service is shamefully lacking. I will not be returning, and I will be strongly advising others to avoid your stores entirely.