Customer Service Experience at Exclusive Books – King Shaka International Airport

Good day,

I am writing to bring to your attention a customer service experience I had at Exclusive Books at King Shaka International Airport on Friday, 9 January.

While at the airport, I visited the Exclusive Books store upstairs to purchase a specific book. Unfortunately, the book was not available on the shelf. I approached a sales assistant, who kindly checked availability and informed me that there was only one copy left, located at the downstairs store. I was also advised that there were only five minutes remaining before closing.

As there was no assistance available to retrieve the book, I proceeded downstairs myself. When I attempted to get the attention of the staff member downstairs, my request was not acknowledged. Upon entering the store, the first response I received from the salesman was that the shop was closed. I then explained that I had been sent from the upstairs store to collect a specific book and requested assistance in locating it.

Despite this, the book could not be found. I was then informed that if only one copy remains, it is usually sent upstairs. This information was surprising, particularly given the earlier guidance I had received. I also felt that the staff member was unwilling to assist further. As a result, I left the store having purchased a different book that I had not originally intended to buy.

While I fully understand and respect store closing times, I genuinely believe that more assistance could have been offered, especially as I knew exactly what I was looking for and had been directed between stores. Unfortunately, this experience left me feeling that customer needs were not prioritised, and that closing time took precedence over service.

I was disappointed by the level of customer service provided and feel that the situation could have been handled more professionally and supportively. I hope this feedback will be taken into consideration to improve future customer experiences.

Yours faithfully, Bongekile Mseleku