Poor Customer service

I went to PNA Valley View on 28 Dec to buy my kids stationery and school books. While i was shopping for the stationery my book list was handed to one of the staff members who got that ready according to the ISBN number. 2 books were sourced from different brances, Fault in our Stars and Gr 9 Accobility ISBN 9780958513746.

On 9 Jan i went back to Valley View to collect these 2 books. I received the YELLOW Accobility book and the Fault in our stars book and paid for it.

Yesterday, 21 Jan was the 1st day my child had to use his Accobility book. He came home and informed it is the incorrect book, it must be GREEN. i received the YELLOW book.

My husband went to the store and explained to the staff that we received the incorrect book. They insisted that we received the GREEN book, which i did not. We requested camera footage of the day of my transaction but were told they can only go back 10days and we exceeded those days. The staff were extremely rude to my husband.

Today 22 Jan i phoned the store manager Franciska and explained the story to her. She phoned back and said sorry they cant refund me as its more than 10 days and cant get the camera footage.

I have removed the label on the back of the book which had the price and description on. According to the staff because this is removed i basically have nothing to fall back on.

So either the store they sourced the book from labelled it wrong or your system is wrong, we were informed that the slip shows its the GREEN book. This is not my fault that i was given the incorrect book or that your system is incorrect. Camera footage will show that i received the YELLOW book. My husband was made out to be a ****.

I did not check the books when i got home as i trusted PNA staff would do their jobs correctly. Staff also told my husband the YELLOW book was last sold in 2022. So why do you have this in 2026????

Surely camera footage should be available to proof this.

I look forward to hearing from you, with a solution to my problem. Franciska did source the book for me BUT now i have to pay again with no refund for a mistake PNA Valley View made and us made out as ****s.

Your urgent response would be appreciated.