I just want to share my story that happened recently to me with you guys. A cycling shop recently moved to a new “mega” store in Durbanville and seeing that I’ve always in the past have had the best experience from their online channel I decided I will drive through from Somerset West for their opening to support them. Got there and I was helped by friendly staff whom told me they are running a 20% discount on their opening day. I ended up buying a new helmet and saddle bag, which I didn’t need but because they had the 20% discount it was a bargain. I was almost at home when my girlfriend spotted on the receipt of the credit card transaction that the discount wasn’t subtracted. I phoned them immediately but their number just rang with no answer. Tried again but same result! I decided im not going to drive back as I don’t know what time they are closing. I then decided to contact them on twitter as they don’t answer their phones and the following conversation started on twitter: <Me> you say 20% discount and i got home and checked my slip and 0% discount! wtf? <them>the slips dont display the discount <me>im talking about the card slip on the machine or does the abnk "know" about your discount? Do i look retarted? <them>if it was our mistake, my sencere apology! I would be more than happy to refund u ur credit!! Really sori 4 this <me>i will email you the details monday morning WITH screen shots of everything before you say im dishonest! I got a bit P-off but if I get promised a discount I expect to get it without double checking them. So then on the Monday I email them the full details and I got the following reply: We'll sort it out for u tomorrow! U only need to mail us or give us a call, and we'll always help out! People make mistakes! > Don't think it was nessesary to act like u did on twitter! Ja maybe I did overreact a little on twitter but I did try and phone them but no answer and yeah maybe it was a mistake (but if my girlfriend didn’t check the slip would I ever have known? And how many mistakes were made on opening day?) So I went on twitter tagged them in my tweet and apologized to them for making them out as something they apparently aren’t according to them! And now my hassles start. After sending all the details on the 26th of September I didn’t hear anything back from them and on the 4th of October I email the guy again asking whats going on and he says yes I have a credit with the amount. The amount is only calculated for the helmet and not the saddle bag so after having to explain to the guy how a 20% discount works and literally showing how to add and calculate 20% on the full amount he said yes I can have the right amount credit. Now we are on the 5th of October and he advices me to refund the amount he has to have my credit card there or he can give me credit on a purchase. So I ask him does he really expect me to drive all the way back there and spend more than half of the money they owe me on petrol to get the amount refunded or I have to take a discount on my next order and then they just make more money out of me and he just replies back yes those are my choices. I then ask how long do I have too order something (as I don’t need anything at the moment) and he says I have to the end of October otherwise I lose out. I then tell him I think this is really bad customer service from their part and he replies “Cobus hoe ander wil jy hê moet ons dit doen!” I just told him I’ll let him know what I want before the end of the month. So to just get done with them I emailed the guys on Friday asking him to send me a bottle of lube and with delivery it will work out 40c less than the amount they owe me and he can keep that. Emailed him again yesterday asking what’s going on and still no word. This is really the worst customer experience I’ve ever had with anyone. (Including CellC and Telkom ) Where are the days when your customer was your biggest asset and you would do anything to keep them happy! Or is this the new age business owner whom just don’t care about the individual? I purposely didn’t mention any names…