Formal Complaint – Misleading “Your Friendly Controller” Slogan and Poor Customer Service at Checkers Brits Mall Deli

Subject: Formal Complaint – Misleading “Your Friendly Controller” Slogan and Poor Customer Service at Checkers Brits Mall Deli

To Whom It May Concern, I am writing to formally express my deep disappointment and dissatisfaction with the service we received at the Deli section of Checkers Brits Mall on 12 February 2026 at approximately 09:35 AM.

Checkers promotes the slogan “Your Friendly Controller” at the Deli, however, our experience today proved the exact opposite, making this slogan misleading.

When we arrived at the Deli to purchase breakfast and lunch, including prepared cut watermelon, the controller was busy scanning items on a trolley. While I understood that she was occupied, she completely ignored us for approximately 15 minutes or more without acknowledging our presence or even greeting us. Eventually, another lady from the back kindly came forward and assisted us in a friendly and professional manner.

During the service, I required more prepared watermelon than what the small plastic container could accommodate. I politely requested a former disposable pack, and the assisting staff member allowed me to transfer the watermelon into the larger container. However, immediately after, the controller raised her voice in a disrespectful and unprofessional manner toward both us and her colleague. She did not greet us, nor did she politely explain the reason for refusing the use of the disposable pack.

Instead, she spoke harshly and undermined her colleague in front of us, showing a clear lack of respect for both customers and fellow staff members. Her tone and behavior were unacceptable and humiliating. We were then forced to return the watermelon and use the smaller container, which was insufficient for our needs. When I respectfully explained that I could not use multiple small plastic packs and that we were paying customers, not requesting anything for free, she responded with further hostility and stated that they did not have enough disposable packs.

This incident reflects extremely poor customer service, lack of professionalism, and disrespect toward both customers and ***orkers. It is unacceptable for customers to be treated in such a dismissive and disrespectful manner, especially in a store that claims to have a “Friendly Controller.”

I would like to ask Checkers the following:

1. Is this the standard of service customers should expect? 2. Is this behavior aligned with your “Your Friendly Controller” slogan? 3. Is it acceptable for staff to raise their voice at customers and disrespect colleagues in front of customers?

I kindly request that this matter be taken seriously and that the controller involved receive proper training on customer service, professionalism, and respectful communication. Customers should never feel disrespected or bul**** while trying to make a purchase.

If this matter is not properly addressed, I will have no choice but to escalate the complaint further to the relevant Customer Protection and Consumer Authorities.

I trust that Checkers will take this complaint seriously and ensure that corrective action is taken to prevent such incidents from occurring in the future.

Yours sincerely, P'Mashamaite