SS
Side Step
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, Side Step is facing significant dissatisfaction across multiple branches and online channels. Customers consistently mention difficulties securing refunds, with a recurring theme of staff and managers refusing returns or requiring head office approval. Shoppers describe rude and dismissive treatment from store and area managers, alongside concerns about product quality, including sneakers coming apart shortly after purchase. Online order issues, delayed deliveries, incorrect sizes, and unresponsive call centre support further compound frustration. Many shoppers feel their consumer rights are being disregarded.
Performance(last 12 months):
Trustindex Rating
1.9TrustIndex
1.9
Review Distribution
1|13 Reviews
Jul '25 - Jun '26
Recent reviews (13)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
25 Apr 2026, 17:37
Pathetic customer service
Very disappointed. I bought Campus sneakers for my son and within a few months they are already coming apart. When I returned to the store, they couldn’t assist immediately and said they need to send pictures to head office and only respond days later. Poor quality and inconvenient customer service. But when we buy they don't need approval from head office for us to make purchases
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Anonymous
1 reviews | Active since Jan 2020
25 Apr 2026, 17:37
Pathetic customer service
Very disappointed. I bought Campus sneakers for my son and within a few months they are already coming apart. When I returned to the store, they couldn’t assist immediately and said they need to send pictures to head office and only respond days later. Poor quality and inconvenient customer service. But when we buy they don't need approval from head office for us to make purchases
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Anonymous
1 reviews | Active since Jan 2020
11 Mar 2026, 14:38
Side step customer service manager
Hi guys. I bought a pair of Nike socks at this particular store.within 7days of purchase they had visible threads loose .went to return them to the store .the manager took them in then referred me to customer service which they declined my return.at some point went back to the store to find out why,the area manager was there and saw the defect but the still the customer service manager refused with my an exchange or refund.i even left them there and never went back to fetch a refund or replacement.i was so fed I completely stopped shopping at this particular store as i was told im not welcomed. Here’s the interesting part .started doing shopping at a different side step different location.this time I purchased an expensive jacket on laybuy terms.they gave 6 months to pay up.on my forth month I called customer service again to request a cancellation as I had financial issues,they listed everything needed to cancel a lay-by .i called the store and spoke to the manager to confirm what’s needed to cancel a lay-by.he confirmed everything then we agreed that I can come down to the store to get my lay-by refund.upon arrival the manager refused with my refund with reason of he has to get permission first for my refund.they made drive over 96 km for nothing.called customer care again spoke to the manager.he was so arrogant he told he is the highest point of contact and there is absolutely nothing I can do I have to drive 96 km again to fetch my refund,of which I refused.they were sending me private messages forcing me to send me to send them my banking details.
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Anonymous
1 reviews | Active since Jan 2020
11 Mar 2026, 14:38
Side step customer service manager
Hi guys. I bought a pair of Nike socks at this particular store.within 7days of purchase they had visible threads loose .went to return them to the store .the manager took them in then referred me to customer service which they declined my return.at some point went back to the store to find out why,the area manager was there and saw the defect but the still the customer service manager refused with my an exchange or refund.i even left them there and never went back to fetch a refund or replacement.i was so fed I completely stopped shopping at this particular store as i was told im not welcomed. Here’s the interesting part .started doing shopping at a different side step different location.this time I purchased an expensive jacket on laybuy terms.they gave 6 months to pay up.on my forth month I called customer service again to request a cancellation as I had financial issues,they listed everything needed to cancel a lay-by .i called the store and spoke to the manager to confirm what’s needed to cancel a lay-by.he confirmed everything then we agreed that I can come down to the store to get my lay-by refund.upon arrival the manager refused with my refund with reason of he has to get permission first for my refund.they made drive over 96 km for nothing.called customer care again spoke to the manager.he was so arrogant he told he is the highest point of contact and there is absolutely nothing I can do I have to drive 96 km again to fetch my refund,of which I refused.they were sending me private messages forcing me to send me to send them my banking details.
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Anonymous
1 reviews | Active since Jan 2020
29 Dec 2025, 12:29
Bad and poor customer service ever
Horrible customer service treating customers like **** they even laugh at you when you complain because there's no reparcations no accountability this store needs to train their store managers and regional managers I bought the sneakers elles lime green for my fiancee since last month on the 27th they say they didn't have in in store they will collect at Jubilee mall waited for 3 weeks I went crazy on them when they brought is back it's a wrong size now they want us to wait another 7 to 24 working days for another sneakers jam no longer interested I want a refund now they don't want to refund us
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Anonymous
1 reviews | Active since Jan 2020
29 Dec 2025, 12:29
Bad and poor customer service ever
Horrible customer service treating customers like **** they even laugh at you when you complain because there's no reparcations no accountability this store needs to train their store managers and regional managers I bought the sneakers elles lime green for my fiancee since last month on the 27th they say they didn't have in in store they will collect at Jubilee mall waited for 3 weeks I went crazy on them when they brought is back it's a wrong size now they want us to wait another 7 to 24 working days for another sneakers jam no longer interested I want a refund now they don't want to refund us
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Anonymous
1 reviews | Active since Jan 2020
22 Dec 2025, 19:51
Terrible Service
I purchased a pair of shoes online. An incorrect size was sent to me. Its been a month now and I am struggling to get a refund. The call centre is impossible to get a hold of. Agents dont respond to emails. Side Step owes me R1899 and it seems I may never get my money back. Please be aware of this store. I have sent numerous emails and its a month mow Unbelievably bad service and a waste of money and time. Stay away from this store of you dont want to lose your money
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Anonymous
1 reviews | Active since Jan 2020
22 Dec 2025, 19:51
Terrible Service
I purchased a pair of shoes online. An incorrect size was sent to me. Its been a month now and I am struggling to get a refund. The call centre is impossible to get a hold of. Agents dont respond to emails. Side Step owes me R1899 and it seems I may never get my money back. Please be aware of this store. I have sent numerous emails and its a month mow Unbelievably bad service and a waste of money and time. Stay away from this store of you dont want to lose your money
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Anonymous
1 reviews | Active since Jan 2020
21 Dec 2025, 07:21
Worst customer service
I was at the branch at springs mall yesterday 19 december 2025, Zweli Brta was my assistant and I asked him for a puma sneaker size 11 but they had 10 on the floor both of them were on The floor (dirty) one had even a black mark on it, which i then told them Iam actually looking for a size 11 Bandile the store manager said size 11 is on the system meaning they have it but then we all three agreed to say let me take the size 10 so my son can fit and if its small then I will bring them back,I did bring them back but now they are refusing to take them and claiming i made them dirty when I found them in that condition,Bandile phoned his regional managerNomasonto Mdaweni who is extremely rude and refuses to hear the side of my story and standing with her store assistans,I explained to her that this is the condition I found the shoes in but she is not hearing now iam left stranded because I need the shoes or my refund so I can purchase them in another store since they customer service is -0 The store Manager Bandile even said he was going to ask the security guards to escort me because I was refusing to leave without my refund,the service is so appalling they are so rude side step needs to do better
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Anonymous
1 reviews | Active since Jan 2020
21 Dec 2025, 07:21
Worst customer service
I was at the branch at springs mall yesterday 19 december 2025, Zweli Brta was my assistant and I asked him for a puma sneaker size 11 but they had 10 on the floor both of them were on The floor (dirty) one had even a black mark on it, which i then told them Iam actually looking for a size 11 Bandile the store manager said size 11 is on the system meaning they have it but then we all three agreed to say let me take the size 10 so my son can fit and if its small then I will bring them back,I did bring them back but now they are refusing to take them and claiming i made them dirty when I found them in that condition,Bandile phoned his regional managerNomasonto Mdaweni who is extremely rude and refuses to hear the side of my story and standing with her store assistans,I explained to her that this is the condition I found the shoes in but she is not hearing now iam left stranded because I need the shoes or my refund so I can purchase them in another store since they customer service is -0 The store Manager Bandile even said he was going to ask the security guards to escort me because I was refusing to leave without my refund,the service is so appalling they are so rude side step needs to do better
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Anonymous
1 reviews | Active since Jan 2020
8 Dec 2025, 11:44
Site Step MALL OF AFRICA terrible pathetic service
Site Step Mall Of Africa terrible service from both the store and head office I have tried to reach them on all platforms but to no avail they had promised to call me back till today no call from them and according to CPA a person is allowed refund as long as the items are still in a box with the original receipt and package you guys are a ****
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Anonymous
1 reviews | Active since Jan 2020
8 Dec 2025, 11:44
Site Step MALL OF AFRICA terrible pathetic service
Site Step Mall Of Africa terrible service from both the store and head office I have tried to reach them on all platforms but to no avail they had promised to call me back till today no call from them and according to CPA a person is allowed refund as long as the items are still in a box with the original receipt and package you guys are a ****
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Anonymous
1 reviews | Active since Jan 2020
5 Dec 2025, 20:36
Side step cosmo city
I went there last week Saturday on the 27 November to buy a pair of Nike sneakers for my son and they said no refund but the shoe box they gave us is for the big shoe size the price on the shoes is R1299 but I paid R1499 and when you fit they give you plastic but the shoes are all dirty even the ones I bought and because of the box and the pricing I feel like the shoes are **** I will call the store tomorrow and ask for a full refund. And another thing the code is written on the box with a red pen and my son started doubting if they are original
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Anonymous
1 reviews | Active since Jan 2020
5 Dec 2025, 20:36
Side step cosmo city
I went there last week Saturday on the 27 November to buy a pair of Nike sneakers for my son and they said no refund but the shoe box they gave us is for the big shoe size the price on the shoes is R1299 but I paid R1499 and when you fit they give you plastic but the shoes are all dirty even the ones I bought and because of the box and the pricing I feel like the shoes are **** I will call the store tomorrow and ask for a full refund. And another thing the code is written on the box with a red pen and my son started doubting if they are original
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