1 March 2026 To: Head Office Bluff Meat Supply Subject: Formal Complaint – Racial **************, CPA Breach & Gross Misconduct by Staff Dear Sir/Madam, I am writing to formally lodge a serious complaint regarding the appalling treatment I received at

1 March 2026

To: Head Office Bluff Meat Supply

Subject: Formal Complaint – Racial **************, CPA Breach & Gross Misconduct by Staff

Dear Sir/Madam,

I am writing to formally lodge a serious complaint regarding the appalling treatment I received at your store today, 1 March 2026. What was meant to be a simple purchase turned into an incident involving racial remarks, refusal of assistance, dishonesty by staff, and a clear disregard for my rights as a consumer.

I visited your store to purchase the advertised combo consisting of wors, brisket, a chicken quarter, and a roll. Upon arrival, I was informed that the wors was out of stock. Instead of offering a reasonable substitute such as Russian sausage (which is similar in price), I was simply told to “turn away” as no alternative could be offered. No effort was made to accommodate me or suggest a solution.

During this interaction, a black staff member was extremely rude and unhelpful and made a racial remark in isiZulu stating that “Indians are full of **** and full of complaints.” This is blatant racial ************** and hate speech. Such conduct is not only morally reprehensible but also ******** under the Promotion of Equality and Prevention of Unfair ************** Act and contrary to the principles of the Consumer Protection Act, which guarantees fair, just, and reasonable treatment to consumers.

I requested to speak to a manager. A short black lady approached but had no solution, did not apologise, and did not entertain my complaint. I then requested the contact details of an area manager or senior management from three different managers and was flatly refused.

Thereafter, an Indian cashier, Cindy Pillay, was presented to me as the “manager.” It was immediately clear from her mannerism and inability to resolve even a basic customer query that she was not a manager. When I requested her designation, I was later informed by a security guard that she is merely a cashier. This misrepresentation is dishonest and unacceptable.

I ultimately purchased the items separately (brisket, chicken quarter, and roll) for approximately R90 because management refused to substitute the wors in the combo. This directly resulted in me paying more than I should have. When I got home, both items were ice cold, dry, and did not taste as they usually do a further indication of poor quality control.

To make matters worse, yet another black gentleman approached claiming to be the manager. He laughed at me, made dismissive remarks in isiZulu stating that he has no time for this as it was after work hours, and walked away. For the record, I arrived well before 1pm and waited nearly 30 minutes requesting area manager details and an email address — none of which were provided despite three managers claiming to be competent.

It appears your store is overstaffed with managers who lack both authority and basic customer service competence. Three managers were present, yet none were capable of handling a legitimate complaint.

The conduct described above constitutes:

Racial ************** and hate speech

Refusal to provide reasonable assistance

Misrepresentation of staff roles

Poor quality goods

Failure to provide fair value and substitution options

Breach of consumer rights under the CPA

I require the following:

1. A full written explanation of this incident.

2. Confirmation of disciplinary action taken against the staff involved.

3. Written confirmation of your area manager and regional executive contact details.

4. A refund of the amount overpaid due to refusal to substitute items fairly.

5. Assurance that diversity, anti-**************, and CPA compliance training will be implemented at this branch.

Should I not receive a satisfactory response I will escalate this matter formally to the relevant authorities for racial ************** and consumer rights violations, including referral under the Consumer Protection framework and equality legislation.

This is no longer about R90. It is about principle, dignity, and the right to be treated fairly and without racial prejudice.

I await your urgent response.

Yours sincerely, Neal Samuel Murugan Contact: 063 282 0539