Get your **** together

I am writing to raise a complaint regarding Foschini, specifically about the Luella brand and my recent experience with their service.

First, I must express my disappointment with the quality of Luella bags. Although they are quite expensive, their finishing and overall quality do not reflect the price point. On the 25th of January 2025, I went to Foschini Menlyn to purchase a black Luella bag. However, I noticed that the bag I saw on the website was not the same as the one in-store. Despite my disappointment, I still purchased the bag because I loved the design.

To my dismay, the bag got damaged today, the 22nd of March 2025, while I was at Makro Wonderboom—just a month and a half after purchase. I decided to take it to Foschini Wonderboom for assistance since it was the nearest store. However, I was informed that I couldn’t be assisted because I didn’t have the proof of purchase slip.

I understand the need for a slip, but I never anticipated that the bag would get damaged this quickly. I don’t walk around carrying receipts or tags for purchases, especially not for expensive items I expect to last longer. The store manager at Wonderboom even attempted to contact Menlyn to check the transaction, but they couldn’t find it online.

Now, I am left to drive all the way back to Menlyn for assistance when there is a Foschini nearby. The inconvenience and poor treatment I received at Wonderboom were unacceptable. I feel that the responsibility lies with Foschini’s system, not me as the customer, especially since I bought the item from your store.

I am deeply disappointed with the service and the lack of flexibility or willingness to assist. As a loyal customer, I expected better. Please address this issue promptly and ensure that no other customer faces such frustration.