Pathetic service from Store manager- Markham Tablebay mall

On 28 November 2025, I visited the store to make an installment payment on my lay-by of R1,700, which I opened a month prior. During this visit, I requested a size exchange on one of the items. At no point did the manager assisting me inform me that a cancellation fee would apply for this exchange. I only discovered this after noticing that my balance was higher than expected. When I queried this, the manager casually stated, “We deduct a cancellation fee for exchanges.” I was shocked by this lack of transparency. It is standard practice to inform customers of any additional charges before proceeding with changes. When I expressed my dissatisfaction, the manager responded with an unprofessional attitude, which I found highly disrespectful. The situation worsened on 20 December 2025, when I returned to pay for the final installment and collect my lay-by. After handing my receipt to a consultant, I waited 15 minutes before asking another staff member to check on the delay. The manager then told me that “looking for a lay-by takes a while” and asked for five more minutes. This explanation was unacceptable, as I have previously collected lay-bys from TFG stores without such delays. Shortly afterward, I noticed staff collecting items from the shop floor that matched my order, which clearly indicated that my lay-by was not prepared. Despite paying monthly installments for three months, my order was not ready, and the manager refused to take accountability or provide a clear explanation. I ended up waiting nearly 30 minutes, left the store frustrated and anxious, and had to drive to another mall to find the same items, even though I did not get everything there. I returned to Markham Table Bay Mall to cancel the entire lay-by. Summary: it’s either they lost my laybuy or they never secured stock for me from word go.