Tankiso's Complaint Regarding Unprofessional and Distressing Treatment at Chelino Store

Dear Chelino Baby Team,

I am writing this email with a genuinely heavy heart regarding the treatment my colleagues and I received from one of your staff members, Tankiso, on 14 November 2025.

Context I am currently 37 weeks pregnant, and my colleagues hosted a baby shower for me at work. Some of the items gifted were not suitable, so I went to your store to exchange and upgrade a few of them. I was willing to pay extra, substitute items, or accept vouchers where necessary. I even brought the proof of purchase and ensured the items were unopened. When we arrived, we were warmly assisted by Nkosi, who was extremely professional. Whatever customer service training Nkosi has received should be extended to the rest of your staff—particularly Tankiso, whose behaviour was deeply concerning. Ayanda was present but visibly uncomfortable throughout the incident.

What Happened I explained to Nkosi what I wanted to do. He checked the receipt, understood the plan, and everything was progressing well. However, when I stepped away briefly, I returned to find Tankiso shouting at my colleagues, raising her voice and basically telling them “do their worst” and even contact head office if they wished. This was shocking because no one had asked for a refund — I simply wanted to exchange items or pay the difference.

I calmly intervened and clarified that I did not want a refund. Since some items I liked were not available in store, I explained that I could take: • the cot valued at R3,500, • plus the R800 mattress, • and then purchase other items online or from another branch.

Shockingly Unprofessional Conduct The most concerning part was when Tankiso aggressively insisted that: • The car seat we purchased is out of stock, therefore • They cannot take it back, • Even though it is sealed, • Even with a valid receipt, • Unless the item is defective, • And that I should “call head office”. This reasoning made no sense. The fact that the product is out of stock should not prevent a basic exchange — if anything, it signals a high-demand item. The product was sealed, I had the receipt, and I was not asking for a refund — only to exchange for a bigger size or substitute it as part of the overall transaction. Her tone was rude, dismissive, and completely unnecessary, especially towards someone heavily pregnant who was calm and cooperative. When I asked for the head office number, she confidently gave it — assuming I would walk away. I remained calm and contacted head office.

Interaction With Joe (Head Office) I spoke to Joe, who was extremely professional. He asked two simple questions: • “Is the box open?” — No • “Do you have the receipt?” — Yes He immediately understood the issue, placed me on hold, contacted the store, and asked to speak to Ayanda. The matter was resolved within minutes.

Concern About Chelino Baby’s Business Conduct Another concern I must raise relates to the final voucher amount. My original expenditure was over R9,000, and based on the value of the items returned, I should have received approximately R5,000 back in voucher value. Instead, I only received R1,800, and an unexplained R3,000 deduction was app**** simply because I requested a voucher — which I intended to use again at Chelino Baby. I do not understand this policy or how such a large deduction can be justified, especially when: • The items were unopened, • A receipt was provided, and • The funds would have remained with your business. This raises serious concerns about pricing transparency and fairness.

Why I Must Report This Although Joe resolved the transaction, I remain deeply concerned about: • Tankiso’s hostile behaviour towards customers and colleagues, • Nkosi distancing himself from the conflict (which suggests this may not be an isolated issue), • Ayanda looking visibly scared and overwhelmed during the altercation, • And Tankiso even shouting at head office staff until instructed to hand the phone to Ayanda. No customer — pregnant or not — should be spoken to or treated in this manner.

I kindly request: 1. A formal investigation into the conduct of the employee involved. 2. A clear explanation of how the voucher amount was calculated and why over R3,000 was deducted. 3. A review of the voucher policy, especially where it leads to loss of value for customers. 4. Customer service and conflict-management training for staff. 5. Recognition for Nkosi, whose professionalism stood out. I trust that Chelino Baby values its customers and upholds high standards of service. I hope no other customer — or staff member — has to experience what we did.

Kind regards, Dimakatso