NP
Nosimphiwe P
Active since May 2025
2
Reviews
0
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Reviews
2 reviews3 months ago
Poor Lay-By Transparency and Unfair Refund Policy
I am very disappointed with my experience at The Vault by American Clothing in Wynberg Cape Town. On 22 December 2025, I made a purchase worth R7,400, which included two pairs of shoes. I took one pair and placed the other on lay-by, with the intention of collecting it on 15 January 2026. On 3 January, my circumstances changed when my nephew received two pairs of shoes as a gift, making the lay-by unnecessary. When I contacted the store to cancel the lay-by and request a refund, I was informed that no refunds are allowed and that the money must be spent in-store instead. While I understand that businesses have their own policies, this rule was never explained to me at the time of purchase. I was simply asked to sign the lay-by slip and was not verbally informed of this condition. The store later confirmed that this is a common challenge they experience with customers, which raises concerns. If a policy is significantly different from industry norms, staff should be properly trained to clearly explain it before payment is taken, rather than relying on wall notices. As a customer focused on selecting items, it is unrealistic to expect one to stop and read alerts. Now I am being forced to accept a voucher instead of a refund, which I find unfair and unreasonable. This experience has left me feeling blamed as the customer, despite the lack of proper communication. Transparent policies and good customer service require clear explanation, not assumptions. I am extremely unhappy with the service received and believe this situation could have been avoided with better staff training and honest communication.
0 replies
11 months ago
Failed phone calls to Mr price clothing in N1 City Mall
The Mr price clothing in N1 City Mall has a very poor service when it comes to their phone calls ,it's a struggle to find them I ended up calling the one in Goodwood mall. Those who tried to help me when they answer their business telephone it's like they answering their personal phones , "Hello and ask my name and which store am I calling" what a turn off from such a big company ain't they supposed to introduce their names and their store. The other one just took an SKU and disappeared , and Yolanda answered the phone after she just kept quiet. I wish they can understand that sometimes we make these calls during our lunch time at work simply because we want to secure the items we want to buy, we don't have enough time for such behavior.
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1 Star
2 (100%)