Dis-chem Complaints - Shell Shocked service

To whom it may concern

I would like to express my disappointment with how your staff dealt with me.

I bought a 30ml of DKNY on 22 November 2019 Friday afternoon at your Southgate branch. A gift for my mother.

I unfortunately had to return it, returned to the store on Monday 25 November 2019, as it was the wrong DKNY product, but misplaced my receipt. The sales lady refused to help me and then pretended she didn’t know the store policy and called the assistant store manager, Graham. Graham informed me that Dis-chem do not take any returns nor give any refunds without a receipt produced. I offered to bring my bank statement proving the proof of purchase, I informed him of the exact time as well as the till point used, where the purchase took place. Graham informed me he cannot promise anything when receiving my documents as the very product is bought on the street and “For all you know I could be bringing it in for a refund” to get cash.

I was shocked in disbelief and wanted to clarify if he was serious, he said yes…I can bring my bank statement, he will have to get camera footage to verify what I am saying and then follow through the system to pick up the purchase. I asked what the purpose of the bar code was for that is printed on the product, he informed me that even the street goods have the same bar code on the boxes so that is useless to him.

Please allow me to describe the condition of the purchased product which I brought to the store. It was not used, not tampered with, the box had no dent or evidence that I tried to open it, in fact…it still had the original seal on it exactly as I purchased it.

Now according to your very on Return Policy, quoted for your ease of reference below, Should I not have the receipt anymore, you will be happy to refund it at the current price.

This is Obviously not the truth based on my experience.
“Dis-chem Return Policy” as recorded on your website.
Refunds & Returns
“If you are for any reason dissatisfied with an item purchased from our website you may return it to any Dis-Chem store for a full refund, replacement or exchange, provided you have the original tax invoice, and items are returned within 6 (six) months of purchase, provided that the product has not expired within such time. Should you not have an invoice, we will be happy to exchange your purchase at the current system price. For hygiene reasons earrings for pierced ears may not be returned or exchanged. Gift cards purchased will not be refunded. If you you have not received your Gift Card, please contact us within one month to re-issue. Please phone Customer Services on 0860 347 243 to find the store nearest you. We do not guarantee that you will be automatically refunded. The decision to refund is solely at the discretion of the manager of the store where you return the product, having inspected the condition of the item returned.”

According to The Consumer Protection Act, No. 68 of 2008 signed on 24 April 2009 as recorded in The South African Labor guide, I have the right to take legal action for this complaint as stipulated below. I have the right to file a case of discrimination as well as filing a case for me right to return goods as per the section below.

“Your right to lodge complaints
• The Equality Court has jurisdiction in respect of alleged contraventions:
• Proceedings may be instituted before an Equality Court.
• Consumer complaints may be filed with the National Consumer Commission, the latter of which is required to refer such complaints to the Equality Court, if they appear to be valid.

Your right to return goods and seek redress for unsatisfactory services
• Consumers have the right to return unsafe or defective goods and request a full refund for such goods, provided this is done within a reasonable period.
• Consumers have the right to return goods that were not pre-examined prior to delivery.”

Fortunately for me, I found the receipt, but disappointing I had to go back. Went back today, 26 November 2019, where I was greeted by a lovely lady named Thembi, who heard about this ordeal yesterday and was so apologetic, so not all people have bad manners, but not all of them shares your vision and want to provide a service of excellence as I realized that I must have been the talk of the town in that store yesterday because Thembi wasn’t in yesterday and wasn’t there at the time I came for a refund.….so heads up to you.

What I can assure you is that I will never set my foot in Dis-chem Southgate Mall ever again, but will not allow anyone else to go through what I did.

Very disappointed

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