If I could rate lower, I would! To summarize, the service was completely unacceptable! After allowing an elderly woman to buy an item despite her needing water from the manager, they took her money without a second thought, which felt highly unethical. Two weeks later, when she attempted to return it, she was denied. The staff were not friendly either. They handed us a leaflet, and things only got worse from there. I logged my first complaint, expecting a manager to call back within 24 hours, but I had to reach out to learn that the complaint was recorded incorrectly. A second complaint was submitted, requesting a manager call back. I can't even count how many times I've called to resolve this, only to be met with the same response about lacking a direct line to management. Six weeks and over 15 calls later, I was promised resolution by three different managers, yet nothing changed. Today, the store suggested they would provide camera footage to claim we admitted to using the item, essentially trying to intimidate us. It's absurd because I was present and clearly stated that she struggled to lift it. The woman simply wanted to exchange the item for something more suitable and has been a loyal customer for years. Their lack of willingness to assist anyone but themselves, especially towards someone vulnerable, is shocking! When asked if someone accompanied her to the store, the irrelevant question of why he didn't mention it was unsuitable only adds to the frustration, especially since a staff member loaded it into the car. I will never shop there again! The customer service was horrific and a complete waste of time!
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