SM Supermalls review: Wrong bill/overcharging

To whom it may concern,

Kindly see attached receipt and items bought yesterday Friday, December 01, 16:48 at SM Sto.Thomas Batangas. My mother bought 3 pairs of footwear. But they punched another item worth 3,990php. At first, the cashier wrongly billed 15k worth of items then apologized for the same by double punching the items or punching other items that my mom did not pick, my mom didn’t notice that they didn’t removed 1 item that they don’t know came from where. Because they are in a hurry since the cashier corrected the first mistake. Then my mom notice and realize that she is still billed 11,098php which is not worth the 3pcs footwear at home. So they decided to come back today Saturday, December 02 in the afternoon and went to the same place at their customer service, my brother and mom talked to one of their manager named Kristine Collogo. My family explained what happened and we requested to check the cctv. And they refuse to give the name of the cashier at the time of the purchase. Because the said cashier is denying that we purchased a “crocs” footwear and she is claiming that she handover it specifically to my daughter that the manager didn’t see it in the cctv. Which is impossible, since the camera is on the cashier and the cashier is not leaving the cashier booth so any movement, they can view it on the cctv. We are very displeased and dissappointed with the incident. And we requested for cash refund, and they keep on insisting the voucher that we can only use in the department store within 30days. As we do not have an option, they told my family that they are not sure regarding the refund since they still need an approval from higher mngmt.