WORST CUSTOMER SERVICE IN 30 YEARS

WORST CUSTOMER SERVICE IN 30 YEARS

I was in NewWorld Pharmacy store in Menlyn on 11June2019 to take back a faulty modem that I bought on 29April2019 - basically 1 month old. The internet light did not switch on and it was tested by two Telkom technicians at my home and in store, who then said it was faulty. I went to the IT counter and a friendly polite black employee was serving a customer, and said he will assist me once done. I saw two more employees (white males of about 30) standing about 5 meters away behind the counter chatting with another staff member. . They saw me but did nothing. I walked over and asked if one could assist me. The one employee Andrew de Beer came over. He initially implied that I broke the modem when I asked for a refund / exchange. He said they will send it in for repairs and I have to wait 21 days at the earliest. I asked if there is no warranty / guarantee, and he said no. I asked if they could assist with a loan one or something as 21 days is very long to wait and what should I do. I said surely there must be a warranty / guarantee because all such electronics have one. The other male employee joined and said it must be in the box and I threw it away. I asked to speak to the manager. The manager I found out was the guy who was earlier standing and chatting and not assisting (white man with beard). He then said he is the manager. I then asked the same questions about warranty / guarantee. He said he will not open another box for me to see the warranty - already very rude and dismissive by now too. By then both were very unhelpful, rude and dismissive. The manager did not assist to calm the situation, he actually put fuel on the fire. He was the more aggressive of the two. The manager said it is their policy that it takes 21 days. I then asked to see their policy, he refused, got aggressive and said the Consumer Act says I can only return a product within 7 days of purchase and that he will fetch the Consumer Act. I asked that he do so, so that I can see. He did not bring it. Both these employees became even ruder when I asked for their name & surname, so I can take it up with the store management. I asked that we please handle the issue in a non aggressive and professional manner, as one would treat a customer, upon which the bearded man replied I CAN TALK TO YOU ANY WAY I WANT, and WHO DO YOU THINK YOU ARE The manager refused to provide me his name and surname and said IT HAS NOTHING TO DO WITH YOU. The other staff member gave me his name and surname as Andrew de Beer. The manager in the end told me he is Jack. I said to him it is very cowardly to be so rude, unprofessional and aggressive and then you can’t put your name to your actions. Round about this time their internal phone rang and I could hear part of the conversation with Andrew. He then told the person on the line there is no issue at the counter. All this transpired while two other customers were browsing just behind me. The conversation escalated and I asked to see the store manager. Jack told me there is no store manager. I said I will wait, but I would like to speak to the store manager. All the abuse made me tearful. I have never in my life (as a 51 year old lady) been so rudely spoken to and aggressively interacted with, total disrespect for a customer, let alone an older person or a lady. The two men then just walked away. I then asked through the tears if I can have some water. The friendly young black man brought me a chair and another person gave me water. The two white male staff members did not come back to assist me. I had to ask them to do so.

In the mean time a lady appeared (old white lady, grey hair). She inquired what the problem was and I explained. I then asked her if I can see the store manager and she said no. I asked how she can decide if I can see him or not, and she replied very aggressively, waving her hands: IF YOU PAY THE RENT, THEN YOU CAN MAKE DECISIONS. She will not call the store manager. I again said I will wait. I asked her name, and she refused to give it to me and said it has nothing to do with me. I said that is very cowardly of her. She left. Eventually I saw I was getting nowhere and then called the two men who helped me earlier, to please come back so we can finish. Jack walked me over to another counter where he gave instructions to a lady and left. Behind her I saw an older gentleman who looked like he is in charge and I approached him (he was the store manager, possibly owner too). He did not give me his name. First he said that the managers must resolve these issues, he cannot resolve all issues in the store. I then said the manager was one of the staff that there was a problem with. I relayed what happen and he then said he would expedite the matter in 5 days. He said he would talk to the staff. I left.

I will never shop at NewWorld Pharmacy ever again.

Contacts: (012) ********** LEEANNE NICOLLE COHEN Director CINDY ELOISE COHEN Director CINDYLEE TRADING (PTY) LTD