Unacceptable Service and Refusal to Take Responsibility – President Hyper

On Black Friday, my mom purchased a TV from President Hyper, Krugersdorp. In-store, staff only switched the TV on briefly to show that it powered on. No proper inspection of the screen was done and no content was played. Once the TV was installed at home, we immediately noticed that the screen was cracked. We returned to the store as soon as possible to report the issue. Instead of receiving assistance, the manager was rude, dismissive, and completely unhelpful. We were told outright that the damage was “our fault” and that their return policy does not allow for an exchange. What is unacceptable is the complete lack of professionalism. There was no attempt to inspect the TV further, no empathy, no explanation of possible options, and no effort to help resolve the issue. The manager folded their arms and shut the conversation down, making it very clear that they were not interested in assisting us. This is not how customers should be treated, especially after making a significant purchase. Even if policies exist, basic customer service and respect are non-negotiable. President Hyper could have handled this situation far better by offering guidance or alternatives instead of immediately blaming the customer. I am extremely disappointed in the service received at this branch and expect President Hyper to address this matter seriously.