Identity
Different policies used in different branches

I went to Identity Makhado for clothes exchange and to my surprise the cashier told me they cant accept the clothes back since i have lost the receipt. I mean i have been a customer for too long and its not the first time losing a receipt and in other branches i have exchanged before.
I then asked to speak with the manager Ronewa who confirmed that its true if i do not hold a receipt even when i have an account clothes cannot be exchanged.

I told the manager that im calling head office to confirm and he didnt even offer to do that on my behalf nor atleast offer me a phone and I had to use my own cellphone. I called head office and they confirmed that as an account holder they should exchange for me. Im so confused on how come other branches do exchange without receipts and others says their policies do not allow them?
Worse of them all the the branch manager called the Area manager who also confirmed that clothes cannot be exchanged without receipts.

What an unprofessional retail company... why cant you have same policies and procedures instead of doing things different. Im so dissapointed.

Company: Identity
Country: South Africa
City: Makhado

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