Refund and bad customer service

On the 15th of May I visited your store at Rosebank Mall. I explained to the staff that I was there to return a defective item and that my friend, the purchaser, is currently in the Eastern Cape. They searched for the same item in the correct size, but it was unavailable.

The person assisting me informed me that I could not return the item for a refund, claiming it was against store policy. I showed her the receipt and asked her to indicate where this policy was stated. She told me it had been explained verbally at the time of purchase and pointed to a stamp on the receipt as proof. I then asked if she was the cashier who had supposedly explained the policy, and she said no.

The conversation was unprofessional, and her attitude was dismissive. When I asked why she was so confident about the policy despite the receipt suggesting otherwise, she could not provide a clear answer. I requested her name in order to file a complaint, but she refused and walked away. I also asked for the store’s email address to escalate the matter, but she again refused. As a last resort, I took a photo of her to identify her.

I would like to thank the manager, who consistently apologized for the situation. However, I felt disrespected and degraded by the cashier’s behavior.

I left the defective dress on the at the store and informed them that I would report the matter. As a consumer, my rights were infringed, and I will take this further if the issue is not resolved. All I am requesting is a refund. We do not intend to shop at The Space again.

I sent an email to the area manager and she never responded. Their service is pathetic I don't advice anyone to buy from them. Imagine paying R1800 for a defective dress and told that you can't return.