Horrible service at Clearwater Mall

This is a formal complaint against the service and atrocious encounter at your Clearwater branch, Johannesburg, South Africa.

My wife owns a Swarovski pen and it needed an ink refill. Upon calling your Clearwater Branch, they confirmed that they can get the ink sorted as they have ink cartridge in store.

Visited the branch / store yesterday, 05th April 2025. Upon arrival, the storekeeper Mel assisted her (whom I deemed Junior). There was another colleague as well as the manager (her seniors). The pen was handed over to Mel, she opened it and took out the current ink cartridge. Upon inserting a new ink cartridge, the pen wasn’t put back in its original form. This means, one could easily separate the pen without twisting it. This created an issue as the pen was no longer functional.

The store is NOT willing to take responsibility for this!