TW
Thandiwe W
Active since Jul 2020
2
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2 reviews1 month ago
Bad service
Good day I had 2 service failures at the exact clothing store in Zevenwacht Mall. I was returning an item for an exchange, when I proceed to go to the cashiers, there was 5 of us in the queue plus the lady being helped by the Cashier. I was the third one in the queue and I asked the cashier to please call the manager to open another Till. The Cashier called one of his colleagues to come and assist him and open another payment station (Till). This incident happened yesterday (22/04/2026) in the evening. That was the first service failure that me as a customer had to speak out for people to do their jobs. The other customers even thanked me for speaking up but I shouldn't have to do that. When it was my turn to pay I was helped by Ivile, The one one who was asked to come and assist. The guy was not impressed at all with me. I gave him my slip and the item I want to return and the one I'm exchanging with. He asked for the item tag and my reason for returning. I told him of the item default that it is small. and I told him I do not know where the Tag is. After I said that he was livid. and he proceeded to say I must apologize to him for not having a tag for the item. I told him to check the slip he will see I bought the item the previous day. He said that doesn't matter. He was so livid that I decided to speak very polite so that our eltecation doesn't escalate because I feared that he could loose his cool and punch me or something. I don't know if I'm the one wrong but as far as I am concerned according to the law, I can return or exchange an item when I have a slip or bank statements. Tags are not considered a requirement because are detachable and get lost all the time even on the floor at the Store it's very common to find items with lost tags. I felt very disrespected and undermined by Ivile. I felt like if I had escalated the matter at the Store and maybe asked for the manager he could have beat me up there at the store. There is no way he was upset with me because of a Tag. I feel like he felt very upset that he had to come and assist with the queue because of my complaint. I am looking forward to your response on this matter. Please be advised that you can call me at 04:30 pm on (0649480410). I would love to know what would be your remedial to this matter.
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57 months ago
Bad Customer Service
The service I received at Exact Zevenwatch Mall in Cape Town was sickening, I bought a top/ blouse for my mother there and a dress for myself, However the Top/ blouse did not fit my Mother. So I went back back to the when I was at the Mall for something else and I decided to go in to tell them about the Top and I had lost the sleep. Please take note this was soon after I had bought the Top and asked if I needed to print out my bank statement as proof. The lady whom was the Manager that day said no that would not be a problem however we will not be able to refund you it will be an exchange. I affirmed her that I did not mind going to the bank for the Bank Statement but she said no it’s fine because it’s also a lot off work for them to go and look for the slips in their records. At this Time the Top was by Mother’s, I went and picked it up for the return. I couldn’t do it immediately because we had a funeral. So yesterday I went to do my my groceries so I took the blouse with me. I never thought I would experience such disrespect, I had been a Customer of this Store for many years I have never thought they would loose me as a customer for a R160.00 blouse. The blouse is not even a high value item. When I purchased the Top the girl did not remove the grey thing on the top. Well that is not my fault it’s the incompetence of their employees. My mother said she never noticed because she never tried it on and I only noticed when I was folding it. I am what you call a shopaholic and I have bought clothes, expensive clothes from different name brands both High end end cheap stores like exact but returning an item has never infuriated me like the way I feel right now. You’re service is very low and not customer centric. If I had bought from your likes of Woolworths I would have not have experienced such an event. I had to listen to staff members talking about Theft in the Store implying that I had stole the Top. What is worse the lady talking is the one that was the Cashier on that day and did not do her Job well. I am disgusted with your Store. You should have a sign in the Door that says we must guard your slips with our lives otherwise our money goes down the drain. It is also frustrating that two Managers could agree to something because there was two Managers that day I went in to confirm and the second time there was a another Manager. I wish you could understand that it is not about the Money but about the treatment I received. The blouse I can give to an Aunt in Eastern Cape that is as good as throwing it way because R165.00 will not make any difference in my life. You should learn a thing or two from other big retail outlets about customer service. A return or an exchange should never be a dreadful experience. That is how you keep your clients. And I bet you had I been not black I do not think I would have experiences such hostility.
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