Aysha S

Poor Customer Service and Quality Concerns at QuickSpar Ottery

I recently purchased a 6-pack of Faircape milk from Kwickspar Ottery expecting the high quality their brand promises. However, when I used one of the cartons to make tea, the milk curdled. Concerned that the rest of the batch might also be compromised, I returned to the store with my receipt, accompanied by my son, to resolve the issue. The experience that followed was both disappointing and frustrating. When my son informed the cashier about the problem, she asked my son, who was unfami**** with the specifics, which milk was sour. She then proceeded to remove all the cartons from the box, creating confusion about their original order. This made it impossible to identify the specific carton, leading me to open some of them to check by smell—an inconvenience I shouldn’t have had to face. Hoping for a straightforward resolution, I spoke with the store manager, expecting a refund of R90 for the entire pack since it was likely a batch issue. Instead, I was met with skepticism and resistance. The manager insisted that since all the cartons were sealed, they could only replace the one confirmed as sour. His implication that I was fabricating the issue was both offensive and unprofessional. Does it make sense that I would drive from another suburb to return perfectly good milk? I left the store without a resolution, feeling dismissed and undervalued as a customer. This incident raises serious concerns about the store's approach to customer care and the potential quality control issues with their dairy products. It’s not just about the R90—it’s about principle. Faircape milk is a premium brand, and this experience was far from the premium service I expected. To others considering this store or Faircape products, beware: if something goes wrong, don’t expect a smooth resolution. I sincerely hope management takes this feedback seriously to prevent future incidents like mine.