Letter: Trouble exchanging faulty shoes

Errol Dickson of Zinkwazi was dissatisfied with the service from a local store: Some months ago I purchased three pairs of Merrell shoes from Cape Union Mart (CUM) for a total price of around R6000, as I recall.

Earlier this week I noticed that there was a fault on one shoe.

A seam that had been stitched during manufacture had torn open, presumably stitched too close to the edge of the leather. I took the shoes back in the same branded carry bag they gave me when I made the purchase, and asked for a warranty.

The shoes still look like new apart from the open seam. I was told that without the original purchase slip they could not help me because Merrell demanded this slip.

I explained patiently that I don’t have the slip; that the shoes are clearly not old and that I did not make the purchase from Merrell, I had made it from CUM and I expected customer service from CUM.

My request was dismissed and I was advised that the Lifestyle branch was unable to assist me and that I should contact their head office directly if I wished to pursue the claim. I repeated my earlier view as to whom I had made the purchase and from whom I expected customer service.

That was as far as I got! Too often as customers we find ourselves up against a blank wall and I for one will never support any CUM outlet again.

Cape Union Mart Customer Service Manager Mkhululi Manana replies: We are disheartened to have learnt of Mr Dickson’s recent frustrations with our returns policy.

As part of our commitment to ensuring customer satisfaction, we will happily exchange Mr Dickson’s shoes.

From this point forward, should customers no longer have their receipt, they can show their bank statement as proof of purchase instead. Additionally, CUM now offers a new point of sale technology that allows for receipts to be emailed to customers and retained online. Should they need to return anything in-store, the cashier can simply retrieve the receipt from the system.

We pride ourselves on, and strive to deliver, customer service excellence.

To this end, we are dedicated to upholding our tailor-made Five Way Guarantee, which ensures that customers get the best price and advice, along with the fairest exchange policy.

Under this customers wanting to return products for credit, exchange items or obtain a refund can do so within 12 months from the date of purchase, provided that the merchandise is unused and is returned in its original packaging, together with a valid proof of payment reflecting the purchase.

In addition, the Five Way Guarantee ensures that all items sold by the CUM group are guaranteed and that repairs, returns and credits will be sanctioned by the store manager in consultation with the customer, provided that proof of purchase is produced.

We hope that this will address Mr Dickson’s frustrations and that he will visit our stores again in future.