Highly disappointed regarding the service at Thule Southdowns

On Monday last week my husband and I visited the Thule store in Southdowns Shopping Centre for the second time in a short period. This time however, regarding a hydration bag.

The store did not have the one my husband wanted to buy and the staff ordered it.

My husband had to attend a meeting on Friday so he was not able to collect the bag and therefore I collected the bag.

Prior to going to the store; I called my husband to confirm which bag he ordered and he said it was the Vitality 8 liter bag in black.

I called the store to confirm if they did in fact receive the bag and I was that did get the bag, but that, they did call him on Thursday, but he did not answer or call back.

Excuse me??? So Thule Southsdowns only calls clients once, and if the client doesn’t answer, they don’t leave a message? Don’t try again, or send a sms or whatsapp? So according to Thule Southdowns the client is at fault?

Anyway, during the course of the week, we continued to discuss if the bigger bag was the better option, however, despite or discussion and as my husband did in fact order the 8l bag on Monday, he set aside X amount for the bigger 8l bag.

On the way to the store we discussed it again over the phone and we both agreed that the bigger bag was in fact the better option.

As I walked in, I greeted the two salesmen and said I was there to collect the bag which was ordered for my husband.

When I opened the bag, I noticed it was in fact the 6 liter bag and not the 8 liter bag as requested. Also the price was X less R 500.00.

I said to both guys that this was not the correct bag.

Both argued with me and said, no, it’s absolutely correct; that my husband wanted the 6l and not the 8l and that they even wrote it down, and my husband was the one who couldn’t decide between the 6l and the 8l. WOAH!!!!!! I was stunned! Is this how Thule Southdowns treat and talk to potential clients?

I tried calling my husband to confirm the above and as he was in a meeting I could not get a hold of him. Due to the above-mentioned, I decided to purchase the bag. My mistake.

On my way out, the older assistant who was outside, mockingly said - oh so you got a hold of you husband. Gloating because he thought he was right and I misunderstood my husband. Shocking!

He wasn’t right! He was arrogant and condescending.

What I don’t get, if we for some strange reason did order the 6l, which I can guarantee you was not the case, why would your staff argue with a client? Do they not understand customer service 101 - Give the client what they want! Ask the client, if this is not what you want, what can we get for you?

To add insult to injury, it was an UPSELL, I wasn’t trying to buy something cheaper.

When my husband returned my call, he in fact confirmed that it was in fact the 8l and not the 6l as the staff at Thule Southdowns were so sure off.

The staff at Southdowns very condescending and arrogant and treated us like they were doing us a favour, so the experience at Thule Southdowns was horrible to say the least.

I then decided to go to your Menlyn Maine branch to exchange the bag for the correct one. The staff were friendlier and more helpful.

They had the correct bag in stock, and I was able to exchange the bag.

However, to finalise the exchange, the staff member had to contact the area manager to confirm if the exchange was allowed.

Sjoe!

I can guarantee you, I wil never go back to the Thule store in Southdowns.