FORMAL COMPLAINT: Misleading Exchange Policy at Out of the Blue Clothing

I had an extremely disappointing experience at Out of the Blue, Village Square. On 2 December 2025, the sales assistant assured me that the two dresses I bought could be exchanged within 7 days. This was supported by signage in the fitting rooms.

When I returned within the allowed period, the store refused to assist me. Head Office initially confirmed that I could exchange the items, but then reversed their decision. A staff member at Head Office (Mark) later admitted that the “no returns on specials” notice is placed in a position where customers cannot see it.

I paid R1 395.00 and was even willing to take a cheaper item (R997.00), yet the Willowbridge branch refused to process the exchange.

This is misleading, *********, and exploitative. Notices are hidden, customers are not informed, and the warning only appears on the till slip after the payment is made.

I am requesting a full refund within 7 working days. I will return the items once the refund is ready.

Very disappointed to see that similar complaints appear on Hello Peter — clearly this is not an isolated incident.