I would like to express my disappointment with the above mentioned shop. My mother (85 years old) bought a voucher at the store in 09 November 2020 as she usually does buy Telkom moble airtime and keeps for when she needs to recharge. Unfortunately she was sold a betting voucher instead of a Telkom recharge voucher.
When she went back to the shop on 05 December 2020 she was told that only the person who sold her the voucher can exchange it, she must come back the following morning. She (with me) went back on 06 December 2020 to find out what the issue was with exchanging the voucher. The story now changed. We were told that the voucher has to be sold for her to get the correct voucher, we should leave the voucher and her telephone number they will call her once the voucher is sold for her to get a refund or buy a new voucher.
When I intervened I was told that I should wait for the manager whom will call the betting company to check if the voucher has been used. A lady entered l, the other lady(Keren, whom we spoke to first) spoke to her, we were never even told that that's the manager. The lady went to the back, came out a few minutes later called me and this is what she explained to me about the voucher. She showed me the bottom of the sleep/invoice where it reads there will be no refunds on the voucher. Asked me if my mother will be home when they call(which was not the case day before as she was told to come back the following morning as the only person who could deal with the issue is the one who sold the voucher)
I asked if there's a policy regarding the exchanges, I was shown the bottom of the receipt.
I asked why are the different explanations from different staff members, I got no answer. What happened was the lady( Penelope 'the manager' I assume) asked me for my number, she said they'll call or sms once the voucher is sold and the day will not end without them(the shop) soughting out the issue
What puzzled me was at one stage she(Penelope) was trying to put the blame squarely on the customer, my mother, saying if the customer bought an incorrect voucher. I immediately stopped her and asked what if it's the cashier's fault ( which is possible), again there was no proper answer.
Penny called me to give me the voucher number around 11:42 on 06 December 2020.
I hope training will be provided to make sure that all staff members understand the policies and procedures to avoid such disappointments and procedure flaws.