PG
Peter G
Active since Nov 2021
11
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0
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Reviews
11 reviews15 months ago
Appalling Customer Service
On 6 January 2025, I purchased a single Clicks-brand Mass Gain Product from Clicks – Tshwane Mall. Later, I saw in the various other Clicks stores that a similar product was available on promotion, whereby you could get double the product at a discounted price. I subsequently did not open nor consume the product I had initially bought instead of taking advantage of the discounted price, which I was perfectly entitled to do, as I had no “Malice Aforetaught”. After a week on 11 January 2025, on the occasion of me being in the vicinity of the branch again, I also happened to have my Original Till Slip in my possession. I subsequently went and bought the discounted products and paid for them in cash. Therefore, I had essentially bought three (3) of the very same Clicks-brand Mass Gain Product, over a week, even though the flavor was the same. I however then presented my Original Till Slip and submitted it as a request for a refund of one of the products, which I had just bought. I was perfectly entitled to do so, in terms of the prevailing Consumer Protection Act. However, the Store Manager, Ms. Eugenia wanted nothing of it. She wanted me to go home and get the exact product, which I had bought a week ago. In the process giving me the 3rd Degree in the presence of other customers, in an attempt to humiliate me and exert her authority of the store to her subordinates. I found this to be ridiculous and I conveyed it to her in “No Certain Terms”. I subsequently called her bluff and left the store and virtually immediately returned with one of the products and demanded a refund. She persisted with her smack talk, yet still refunded the item. She was also brazen in taunting me to call her Head-Office and I could only surmise that she was getting away with this behaviour in the past. So essentially, she was only out to frustrate and humiliate me in the process, yet she knew full well that I was merely enforcing my rights, in line with the Consumer Protection Act, and perfectly entitled to what I was asking for. Clicks – Tshwane Mall puts a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily do not complain”. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I can guarantee that I got “The Middle Finger” as soon as I left the store, because how else do they explain the disdain treatment? I find this conduct of the store most reprehensible and very unacceptable. I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude and/or resources to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Clicks – Tshwane Mall when you are subjected to this level of service? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • How do Clicks – Tshwane Mall - Management operate a business when they do not offer proper customer service experience compared to the other retail stores across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business? • Whether Clicks – Tshwane Mall – Management are profit-driven or service- driven? Will I be justified in escalating the matter to a higher dispute resolution body in order to broker an amicable resolution to the matter and in the process hang the matter squarely on the shoulder of Clicks – Tshwane Mall.–Management? If this is the service to which customers in the area are subjected to, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single Clicks – Tshwane Mall has to endure this atrocious level of customer service. I believe that the whole Clicks Franchise can ill afford such conduct by its satellite stores, not when it strives to position itself as the preferred Cosmetic and Health Goods retailer in South Africa. Furthermore, after conferring with my colleagues, some are also in the Retail field, and they all concur, that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I, therefore, feel that we have no other option but to bring this unsatisfactory conduct to the attention of Clicks' Senior Management and then take appropriate action to remedy the situation.
0 replies
32 months ago
Management has a Devil may Care Attitude.
I recently posted a complaint regarding a vendor conducting ************ business with the YOCO Payment Machines. The Vendor has no other way of ripping-off the students other than by using their payment machine. YOCO just simply rep**** on the HelloPeter platform with the normal generic response, because they knew that they don't have the appetite nor the fortitude to do anything. No one ever called me to enquire about the vendor and this vendor simply operates unabated to this day. The management are a disgrace and I consider them complicit in this miscarriage of justice against our vulnerable students.
60 replies
33 months ago
Devil May Care Attitude
I honestly agonized a very long time, to pen this complaint on this platform. Nevertheless, the mere fact that I took the time to pen this letter thou, should bear testament to the serious light in which I view the matter. My complaint revolves around a vendor, which does business mainly with our University of Pretoria (UP) students. I was made aware last year of a grave injustice perpetrated against mainly students and the matter reared its head again this year. The business owner apparently charges whoever uses the pay point services an extra service fee of up to R10. This is for every time they use their card to pay for a purchase and this is in addition to the charges levied by your own bank for that particular transaction. Which is totally ******* and not allowed as per the Consumer Protection Act. I see it in the sense that should any person be “Ripped-Off” at a rate of between R5 and R10 per transaction and this store does more than 100 transactions per day, as many students use the store, then this store is making a huge “Killing” each day, in this manner. I am a lecturer and after conferring with many of my students, this has been the “Status Quo” for the longest time. These students, for the most part, have no other option, as they essentially have no other place close to the university to print their assignments and have most of their other paperwork done, as the university itself does not provide these services for students on the precinct. These students are most often oblivious of their Consumer Rights. Feeling empathy for these students, I took it upon myself to confront the owner regarding their “************” business practices. I approached the Owner/Manager (Ms. Annie Nguyen) regarding her “************ Business Dealings”, but I however found her to be unapproachable, rude, aloof, and quite hostile. I then duly informed her that it was “Day-Light *******”. She has this inherent condescending manner of speaking and is not open to discussing and/or acknowledging her business practices. She even had the audacity to challenge me to report to whomever I want, as she is “not answerable to anyone”. The manner she also treats her staff leaves much to be desired, as I can only surmise that they have no other option but work under those conditions, due to the current prevailing unemployment situation in our country. I could only deduce that she is a law unto herself, as she stood her ground and was very brazen in her interactions with me, and seemed confident that there would not be any repercussions resulting from her conduct. While standing in the store, I could only surmise that this person had the propensity for this bad behaviour and probably subscribes to the notion that certain sectors of the community do not have the fortitude to complain and pursue a matter when they are treated with such disdain, hence her brazen, rude, and condescending attitude and was treating customers in this manner with impunity in the past. People probably simply resign themselves to the “Status Quo” prevailing at the business, in the interest of “Keeping the Peace”. In my opinion, the Owner/Manager has no grasp of proper Customer Service, whatsoever. According to her, I was in the wrong in confronting her and she was going to let me know this “In no uncertain terms”. The worst thing was that the Owner/Manager, in the process was being argumentative, sarcastic, and essentially daring me to stick my complaint. I was totally taken aback by her combative and condescending demeanour, as she had such an antagonizing attitude. If this is the treatment that the students of the University of Pretoria are subjected to, then I am afraid it leaves much to be desired. I subsequently took the matter up with YOCO Technologies, whom are the owners of the apparatus used by the “************ Shop Owner” to perpetrate this crime. This done to ostensibly inform the company of the ************ deeds done on their devices, as this “Daylight *******” could not be perpetrated in any other manner. Effectively making them (YOCO Technologies) complicit in this “*******”, as they are allowing it, by not removing the devise from the vendor, as a form of punishment. However, the management of YOCO Technologies, were indifferent and simply done nothing and seemed to have no appetite to remedy the situation in the interest of the students which are affected. Nothing gets done and the “************ Shop Owner” continues unabated. No one at YOCO Technologies, even bothers to call you in order to remedy the matter, but rather the complaints are closed on their computers as soon as they are opened and seems accustomed to treating complainants in this manner with impunity in the past. What YOCO Technologies is effectively telling me, but not in so many words, was that the students’ problem with the vendor, was not their concern and that we should go sort out our issues on our own. It makes them (YOCO Technologies), by virtue of their association with the vendor, complicit in the "crime" perpetrated against an otherwise ill-informed student society. Furthermore, after conferring with my fellow colleagues, some also using the services of the store from time to time, they all concur that it goes totally against the grain of what “Fair Treatment” and “Good Customer Service” are all about. This issue smacks of prejudice, which invariably leaves a bad taste, and I am sure that YOCO Technologies would agree that not a single student or any other person using their services through various vendors has to endure this atrocious level of treatment. In light of the above, it therefore also begs these questions; • “How many other customers are being subjected to similar treatment, but opts to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for the poor student society, to be a customer of the business, when they are subjected to this level of treatment and alternatively would the YOCO Technologies management, personally tolerate this kind of treatment were they in our position? • “Are all customers, being treated in a fair and equitable manner, which is in line with the ethos and the values, which YOCO Technologies aspires to for the customers who use the services of their vendors?” • Will, we be justified in escalating the matter to an alternate dispute resolution body in the event that the matter does not get resolved amicably via this internal process? It is unfortunate that I had to proverbially; “Rock the Boat” in order to air my grievance, but I need the YOCO Technologies Management to “PROPERLY” remedy this situation in the interest of fair and equitable customer treatment.
60 replies
36 months ago
************ Business Practices
I have been a patron of Musty Plaza for many years, by virtue of my living in the area. Therefore, it pains me to lodge this complaint, but feel justified as the management of the KAZANG PAY, whom are responsible for the electronic payment apparatus which the store uses, had been given ample opportunity to remedy the situation. The store takes advantage of the fact that they are basically the only store in the immediate vicinity which caters to the needs of the community. I essentially have a few complaints to which one could no longer turn a blind eye and goes against the grain of good customer service. I was made aware last year of a grave, injustice perpetrated against mainly the poor community members in the area and the matter reared its head again this year. The business owner apparently charges whoever uses the pay point services an extra service fee of up to R10. This is for every time they use their card to pay for a purchase and this is in addition to the charges levied by your own bank for that particular transaction. I see it in the sense that should any person be “Ripped-Off” at a rate of between R5 and R10 per transaction and this store does more than 100 transactions per day, as many community members use the store, then this store is making a huge “Killing” each day, in this manner. I am an activist in the area and after conferring with many of my fellow community members, this has been the “Status Quo” for the longest time. These community members, for the most part, have no other option, as they essentially have no other place close to their homes to buy their grocery goods and especially “Prepaid Electricity”, this in light of the fact that it even expressly states on their slip that “You may not be charged any fee except what’s printed on this slip” . These community members are most often oblivious of their Consumer Rights. Feeling empathy for These community members, I took it upon myself to confront the owner regarding their “************” business practices. I found the Owner/Manager, rude, aloof, and quite hostile. I then duly informed them that it was “Day-Light *******”. He has this inherent condescending manner of speaking and is not open to discussing and/or acknowledging her business practices. I can only surmise that the shop owner is a law unto himself, as he stood his ground and was very brazen in his interactions with me, and seemed confident that there would not be any repercussions resulting from his conduct. He even had the audacity to challenge me to report to whomever I want, as she is “not answerable to anyone”. I however took the matter up with KAZANG PAY, whom are the owners of the apparatus used by the “************ Shopowner”. This done to ostensibly inform the company of the ************ deeds done on their devices, as the this “Daylight *******” could not be perpetrated in any other manner. Effectively making them complicit in this “*******”, as they are allowing it, by not removing the devise from the vendor, as a form of punishment. However, the management of KAZANG PAY, are indifferent and simply “Open and Close tickets”, when you complain, as if it was their favourite past time. Nothing gets done and the “************ Shop owner” continues unabated. While complaining to KAZANG PAY, an innumerate number of times, I was astounded by the attitude of their management while going through the “motions” of the normal complaint procedures. I could only surmise that the management had the propensity for this behaviour and probably subscribes to the notion that certain sectors of the community do not have the fortitude to complain and pursue a matter when they are treated with such disdain, hence them “Closing” complaints as soon as they are lodged, without any resolution offered. No one at KAZANG PAY, even bothers to call you in order to remedy the matter, but rather the complaints are closed on their computers as soon as they are opened and seems accustomed to treating complainants in this manner with impunity in the past. People simply resign themselves to the “Status Quo” prevailing at the business, in the interest of “Keeping the Peace”. In my opinion, the management of KAZANG PAY, has no grasp of proper Customer Service. What KAZANG PAY is effectively telling me, but not in so many words, was that the community’s problem with the vendor, was not their concern and that we should go sort out our issues on our own. It makes them (KAZANG PAY), by virtue of their association with the vendor, complicit in the "crime" perpetrated against a destitute community. Furthermore, after conferring with my fellow colleagues, some also using the services of the store from time to time, they all concur that it goes totally against the grain of what “Fair Treatment” and “Good Customer Service” are all about. I sincerely hope that not one more KAZANG PAY customer has to endure this treatment. If this is the treatment that the community members are subjected to, then I am afraid it leaves much to be desired. This issue smacks of prejudice, which invariably leaves a bad taste, and I am sure that KAZANG PAY would agree that not a single community member or any person using their services through various vendors has to endure this atrocious level of treatment. In light of the above, it therefore also begs these questions; • “How many other customers are being subjected to similar treatment, but opts to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for poor community members, to be a customer of the business, when they are subjected to this level of treatment and alternatively would the KAZANG PAY management, personally tolerate this kind of treatment were they in our position? • “Are all customers and others, being treated in a fair and equitable manner, which is in line with the ethos and the values, which KAZANG PAY aspires to for the customers who use the services of their vendors?” • Will, we be justified in escalating the matter to an alternate dispute resolution body in the event that the matter does not get resolved amicably via this internal process? It is unfortunate that I had to proverbially; “Rock the Boat” in order to air my grievance, but I need the KAZANG PAY Management to “PROPERLY” remedy this situation in the interest of fair and equitable customer treatment. I have not experienced such bad treatment in a long time, not even from your less sophisticated competition. Now some people might say that this whole issue in question is minuscule in the greater scheme of things, I am sure that you would agree that this conduct would also be unacceptable to the normal person on the street. Normally, it would probably not elicit this reaction, but to me personally, the manner in which innocent poor community members are being treated is what “Grinds my Gears”. Under normal circumstances, I would have let it slide, but it is just that I am disgruntled with KAZANG PAY ’s attitude towards me, as it has strengthened my resolve and I feel justified in escalating this matter, as this is not just a matter of venting my anger; it is a Matter of Principle. I realize that this matter might still have far-reaching implications, but I am willing to soldier on.
0 replies
37 months ago
Profiling and Disdain Treatment
It is very sad and unfortunate to report on racial and class profiling by businesses, so long into our new dispensation. I recently had the misfortune of having to use the services of Car Care Workshop at Lynnwood Lane strip-mall, Pretoria. I had phoned the day before (Monday) and explained my problem to Charmain, apparently the person who coordinates all the workflow. She was pleasant, knowledgeable about vehicle inner workings and basically allayed my concerns, thereby giving me the impression that my car would be in good hands should I opt in bringing it to their workshop. We agreed that I would either bring the car the next day (Tuesday) or shortly thereafter. At huge sacrifice to my family and I, as I had to move a few appointments around in order to take advantage of the opportunity, they had offered me. I then subsequently took the 15-kilometer drive to the workshop and arrived on the Tuesday at about 07h45. I met with the guy (Deon???), who was going to work on the vehicle and the lady (Charmain) with whom I spoke to on the phone the previous day. They were both initially affable and gave me the impression that they had my best interest at heart. I again confirmed to them what I needed done, they agreed and my vehicle got booked in. I was assured that it would take about 45 min to an hour due to the minor tasks which had to be done. At the This timeline given made sense as they had just opened and there were only two (2) cars in the shop and just my car and another vehicle, which seemed like a staff vehicle, outside I then made alternate arrangements to attend to other business in the interim. There were no calls whatsoever from the workshop that they had problems with their schedule and might not be able to work on my vehicle. However, to my dismay, when I returned (4) fours later at about 12h15, to my dismay my vehicle was still in the same place where I had left it when I arrived. I could now see that the workshop was full of high-end vehicles. This gave me the impression that I was sidelined in favour of the “Bigger Purse” which the high-end vehicles offer. When I arrived and enquired about why my vehicle was not attended to. All the sudden they start jumping around and scramble to get my car on a lift. I refused, as I had given them more than ample time to attend to the car. I then expressed my dismay in no uncertain terms. The only thing they could do, is render a coy “Sorry” I am of the opinion that they would rather first cater to the more affluent clientele, in order to cash-in on the “Bigger Purse”, who are predominantly White. They put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily gets the most traction should they complain”, hence they put these clientele in the first spot, regardless of who came first. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I surmise that I got “The Middle Finger” as soon as I left the store, because how else do they explain the disdain treatment. I find this conduct of the workshop most reprehensible and totally unacceptable. I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Car Care Workshop when you are subjected to this level of service? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • How does Car Care Workshop -Management operate a business when they do not offer proper customer service experience compared to the other Car Workshops across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business? • Whether Car Care Workshop -Management are profit-driven or service driven? Will we be justified in escalating the matter to Car Care Workshop -Head Office to come, have a look for themselves, and ascertain whether this particular workshop does the image of Car Care Workshop any justice? It is unfortunate that I had to proverbially; “Rock the Boat” in order to air our grievance, but I feel that we gave Car Care Workshop Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference. If this is the service to which middle-class customers in the area, whom are predominantly Non-White, are subjected, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single Car Care Workshop has to endure this atrocious level of customer service. I believe that Car Care Workshop Head Office can ill afford such conduct by its franchisees, not when it strives to position itself as the preferred After Market Car Service Workshop in South Africa. Furthermore, after conferring with my fellow community members, some also in the Vehicle Service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about.
0 replies
38 months ago
Appalling Service
I have been a client of MASTERCARE for a number of years now and have had overall, good service in the past, of course depending on the agent who deals with your matter and based on their level of customer service commitment at any given time. Therefore, when an insured appliance broke down, I reported it on the 7th of February 2023. I was assured that a technician would be dispatched to deal with the matter shortly. This has not happened to date, about three (3) weeks later. MASTERCARE is very efficient and diligent in collecting their premium without fail, but the service is not commensurate. In this particular case, I do not have a good story to tell. It pains me to report this, as MASTERCARE provided good service and had a fantastic Call Centre in the past, but the service has seen a significant downturn over the last year or so. Most of the reliable agents and technicians, who were doing a magnificent job in the past, had all gone for some inexplicable reason and the current crop leaves much to be desired. By the time of posting this submission, not a single technician has come to attend to the appliance whatsoever. I subsequently contacted MASTERCARE on numerous occasions and got in contact with various agents, as you speak to a different agent each time, who all invariably commit to rectifying the matter and brokering an amicable solution. Needless to add, this has not happened whatsoever. In the event of me calling to enquire the default answer is always “We are working on the matter and will revert to you soon” This default “Kneejerk" response is used by all agents, even days apart from each other. All they do is empathize with you and they can “identify with your frustration”, That’s it! They take their own sweet time because you the customer are paying for the call. I am of the opinion, they cannot give a hoot, because I surmise that they are guaranteed their salaries regardless if the client is assisted or not. There seems to be no incentive to resolve matters to a favourable conclusion for the customer. What is even worse is that not a single person goes the “extra mile” to sort the matter out and get back to you. No, they simply put the phone down after you called and you have to call them again. I am profoundly disappointed with this bad service of late, as it is not what I signed up for and is contrary to what their policy promises. My patience has been stretched to the limits as I am now forced to follow this route, and feel justified to escalate it even further if needs be. I, therefore, need Senior Management to remedy this situation, as I feel that I have given MASTERCARE ample opportunity to do so.
56 replies
39 months ago
Devil May Care Service
I am raising this complaint on behalf of all the community members affected by this appalling service but might not have the fortitude to raise the issue on other platforms. I feel justified, as the management of the Filling station has been given many opportunities to remedy the situation. I essentially have a few complaints to which one could no longer turn a blind eye and goes against the grain of good customer service. (1) They have now, for more than a year only had One (1) Tire-Pressure-Pump. They always claim that it is either “the patrons who have damaged it” and that it does not warrant them fixing it as punishment or the other excuse is that, “it is the Compressor problem”. The hose then has to be carried from one outlet to another, which results in very long queues. Not because of any shortage of air, but simply because the management does not care. (2) There is also always a problem with the pumps, which are very seldom working all at once. You invariably have to play “Musical Chairs” with the other patrons. This is at the most inconvenient time, such as the morning on the way to work or when you arrive back in the afternoon, or on any given day on the weekends, which is even worse. The management simply does not care. (3) The Rest Rooms at the facility are very appalling in every sense of the word. Either it is never in proper working order, but the worst is that it is not dedicated to customers and you have to share it with the staff members. Again, the management simply does not care. They put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily Does Not complain”. I have not experienced such bad customer service at other Service Stations, not even from your less sophisticated service stations and it simply does not improve. I find this conduct of the management ridiculous and very unacceptable. I, therefore, beg the following questions; • Does BP- South Africa condone that customers at any of their service stations are being subjected to a similar manner?” • “Is it beneficial for me or any other person for that matter to continue being patrons of BP Eersterust Filling Station when you are subjected to this level of service, and alternatively would Senior Management of BP South-Africa, personally tolerate this kind of service were they in our position? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter because the owner would have definitely upped his game should this business have been in a more affluent area?” • How does BP Eersterust Filling Station -Management operate a business when they do not offer the proper customer service experience, compared to the other Filling stations across the country? • What message does BP Eersterust Filling Station -Management communicate to the middle to lower-income patrons who frequent their business? • Whether BP Eersterust Filling Station -Management is profit-driven or service driven? • Will we be justified by imploring BP South-Africa management to come, have a look for themselves, and ascertain whether this particular filing station does the image of BP proud? It is unfortunate that we had to proverbially; “Rock the Boat” in order to air our grievance, but we feel that we had given BP Eersterust Filling Station Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference. If this is the service to which customers are subjected, then I am afraid, it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single BP Eersterust customer has to endure this atrocious level of customer service. I believe that BP South-Africa can ill afford such conduct by its franchisees, not when it strives to position itself as the preferred Fuel Retailer in South Africa. Furthermore, after conferring with my fellow community members, some are also in the Fuel Retail Service field, and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the BP South-Africa senior management’s attention and then take appropriate action to remedy the situation.
0 replies
47 months ago
Worst Filling Station in South Africa
I have been a patron of BP Eersterust Filling Station for many years, by virtue of my living in the area. Therefore, it pains me to lodge this complaint, but feel justified as the management of the Filling station had been given ample opportunity to remedy the situation. I essentially have a few complaints to which one could no longer turn a blind eye and goes against the grain of good customer service. (1) The Courtyard is in the most appalling condition compared to other BP Filling Stations across the country, which seriously brings the reputation and ethos of BP South Africa into disrepute. Simply because the management does not care. (2) The Filling Station is very well supported, as it is in the middle of the suburb and the patrons are literally forced to use the filling station, save but to go outside the suburb, if they want proper service. (3) They have now, for more than a year only had One (1) Tire-Pressure-Pump. They always claim that it is either the patrons who have damaged it and that it does not warrant them fixing it as punishment or if the only pump does not work, it is the Compressor problem. The hose then has to be carried from one outlet to another, which results in very long queues. Not because of any shortage of air, but simply because the management does not care. (4) The Roof covering the courtyard is in a dilapidated state, having not had a lick of paint in many years. Just because the management does not care. (5) The Rest Rooms at the facility are very appalling in every sense of the word. Either it is never in proper working order, but the worst is that it is not dedicated to customers and you have to share it with the staff members. Again, the management simply does not care. (6) They only have a handful of staff, who can either not cope or are incompetent, I do not know which applies. With all due respect and with no malice intended, the staff is in most cases clueless and indifferent. The management does not take care of their staff, who are so despondent most of the time, having to care of up to three (3) pumps at a time, which results in very long queues and congestion. They have the least amount of attendants I have encountered anywhere for a Filling station, which is that busy. Out of sheer frustration, some patrons opt to rather pour their own petrol or inflate their own tires. Moreover, in the unfortunate event that some dishonest patrons drive off without paying, the attendant invariable gets the blame and has to pay from their own pocket. Not because of any shortage of petrol, but simply because the management does not care. (7) The owner (Farouk), on the rare occasion of his presence in the courtyard, just prances around barking orders to the staff in the most demeaning manner, having no regard for the humiliation his conduct causes to them. However, the people inside the convenience store, who are foreign nationals, seem to have pristine working conditions. (8) I, together with many other patrons have complained to the owner (Farouk) in person on numerous occasions, but to no avail. However, he is aloof and arrogant, not wanting to entertain any suggestions or complaints, and always has “something better” to tell you. (9) The owner(Farouk), who resides outside the area, seems only concerned with the profits he can generate from the store on the premises, which seems to be the major priority. They put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily Does Not complain”. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition and it simply does not improve. I find this conduct of the management ridiculous and totally unacceptable. I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of BP Eersterust Filling Station when you are subjected to this level of service, and alternatively would Senior Management, personally tolerate this kind of service were they in our position? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter because the owner would have definitely upped his game should this business have been in a more affluent area?” • How does BP Eersterust Filling Station -Management operate a business when they do not offer proper customer service experience compared to the other Filling stations across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business (Who are predominantly Non-White)? • Whether BP Eersterust Filling Station -Management are profit-driven or service driven? • Will we be justified in escalating the matter to BP South-Africa Head Office to come, have a look for themselves, and ascertain whether this particular filing station does the image of BP any justice? It is unfortunate that we had to proverbially; “Rock the Boat” in order to air our grievance, but we feel that we gave BP Eersterust Filling Station Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however, there has only been total indifference. If this is the service to which customers are subjected, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single BP Eersterust customer has to endure this atrocious level of customer service. I believe that BP South-Africa can ill afford such conduct by its franchisees, not when it strives to position itself as the preferred Fuel Retailer in South Africa. Furthermore, after conferring with my fellow community members, some also in the Fuel Retail Service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the BP South-Africa senior management’s attention and them take appropriate action to remedy the situation.
268 replies
49 months ago
Unscrupulous business Practises
I again recently bought an electronic device from Allies Electronics in Pretoria –West, being a sucker for punishment and giving the store the benefit of the doubt. They have a wide range of Non-Perishable goods at reasonable prices, but not particularly good quality and is normally ideal for the weekend DIY person, not concerned what happens to their purchase after a single use. After about two(2) weeks, I took the device back ,as it was faulty and I did not want a replacement, but rather a refund to buy another device somewhere else. According to the CPA, I was perfectly entitled to the refund. I expressed my wish in “No uncertain Terms” The management however wanted nothing of it. I have had experience with them in the past, in terms of them rather looking for any means how they can implicate you in any wrongdoing instead of parting with money in the form of another replacement devise or refund for that matter. They are extremely averse to letting any money leave their store in the form of a refund or otherwise. Again, I had to leave the store without a refund and only got some slip stating that I should callback in about two weeks to enquire whether the supplier had refunded them. Apparently, the manner they operate is; They return it to the supplier to assess the device and then give a report. The supplier then has the “Choice” to accept liability, or not. Based on what the supplier determines, they (Allie’s) then has the prerogative to wait to get their money back (Credit) from the supplier, which is normally in excess of two (2) weeks before they could give a refund or replacement. Off course, you as the customer has no insight into these negotiations and you as the customer is left in limbo, as you are the one out of pocket and lucky if you indeed get a refund. You then have to drive back to the store to get your refund, if you are, lucky. The store not taking into account the time and costs of your traveling. I discovered that they however, put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily Does Not complain”. I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opts to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Allie’s Electronics Pretoria-West, when you are subjected to this level of service and alternatively would management, personally tolerate this kind of service were they in my position? • “Was I being treated in a fair and equitable manner, which is in line with the stipulations of the CPA and ethos or values, which the company aspires to?” • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • Will I be justified in escalating the matter to an alternate external dispute resolution body in the event that the matter does not get resolved via this internal process? It is unfortunate that I had to proverbially; “Rock the Boat” again in order to air my grievance, but I gave Allie’s Electronics Pretoria-West Management ample opportunity to remedy this situation in the interest of fair and equitable customer service, however there has only been “Radio Silence” Furthermore, after conferring with my fellow colleagues, some also in the Consumer Goods Service field and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. If this is the service which customers are subjected to, then I am afraid it leaves much to be desired. This issue smacks of prejudice, incompetence and invariably leaves a bad taste and I am sure that anyone would agree that not a single Allie’s Electronics-Group customer has to endure this atrocious customer service. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition and it simply does not improve. I have now decided to “Cut my Losses”, walk away and stop my patronage of the store, as I cannot express enough the depth of my profound disappointment at the service to which I had been subjected to. Therefore, I would strongly encourage anyone reading this post to be extremely cautious of the peculiar and rather unscrupulous or illicit business practices, which this store uses to not part with any money in the form whatsoever, but rather frustrate you into dropping the matter and ultimately walking away as it would be “No skin off their Back”.
0 replies
52 months ago
Lip Service
After I lodged a complaint on the HelloPeter.Com Portal I received a "Kneejerk" response from a Mr. Dewet committing to look into the matter. Needless to add, to this day, I never heard from the guy again. Which, in my opinion, is indicative of the disdain treatment dished out on the Store- level.
268 replies
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