Marize P

Terrible customer service.

As a complete beginner to sewing, I went to Elna because I heard people say they are good. But boy were they wrong. I went to buy a pair of scissors for R316,50. Which I thought was a lot but didn’t know any better. Someone then told me that I completely overpaid for it and that I can get a same quality for a lower price somewhere else. Two days after my purchases, I went back to the Elna in Tygervalley, with the intent to return the unopened scissors. The sales lady said that they do not do returns. I told her that nowhere in the shops does it say that. She was friendly and tried to help but said it’s best to talk to the store manager. And that’s where everything went wrong. I explained to her that I want to return the scissors and that I have found an old pair of my grandmothers, so I no longer needed the new pair. She said that they do not do returns. I kindly asked her where in the store does it say that? She immediately became impatient and rude, pointed to a piece of paper on the back of a computer screen with their return policy. I asked her how was I supposed to know that that piece of paper was the return policy because it was done in the smallest font possible. I also asked her why the sales policy wasn’t made clear to me before I paid? She also proceeded to damage the plastic packaging of the scissors. She continued to get ruder and said she will have to talk to someone higher to her and get back to me. She then said that she cannot help me any longer because she has an ‘appointment’ with a client and just walked away. She was utterly disrespectful and rude towards me when I was nothing but kind to her. From the beginning, she didn’t want to help me. It’s quite pathetic to think that’s a store manager of a so-called high end sewing shop. A few days has passed and I heard nothing back. I sent an email to ibuy@elna.co.za. Armien Davids just responded that they do not do returns on scissors. I also said that if the return policy is not visible, they sales people have to ask the client if they are sure about their purchase before paying because they do not do returns. In the back and forth of emailing, Armien was absolutely of no help. I just kept getting one sentence answers, which was not any solution to the problem. Armien did not even acknowledge the fact that the store manager was rude and I also reminded that South Africa’s return policy states that returns within 10 days needs to be made. Still nothing. Then Armien went on and ignores my emails. I pointed out that ignoring me won’t make the problem go away and the response I got back was nothing of help. With their return policy not being visibly posted in the store and clear, that is how they make their money because they do not allow any returns. Anyone who wants to buy from them, DO NOT. You are better off elsewhere. There customer service is absolutely terrible