Luyanda N

complain

GUESS Mall F66/68 Galleria Mall Dear Guess Management, I am submitting this email as a formal notice of complaint regarding a highly distressing and unacceptable incident that occurred at your store, coupled with the unprofessional and negligent conduct displayed by your Area Manager, Sara. During my visit, your staff members lost my South African ID card by allowing it to slip into the mounted POS table, where it became lodged and subsequently “unretrievable,” according to the store. This constitutes gross negligence, as my ID contains legally protected personal information that your staff had a responsibility to safeguard. The situation was further aggravated when I contacted your Area Manager, Sara. Instead of offering support, she was rude, dismissive, and demonstrated a complete lack of accountability. Her tone and unwillingness to assist are wholly unprofessional and reflect a serious failure in leadership and customer care. Her stance that the loss of my ID is now my problem is unacceptable, particularly when the loss occurred entirely due to your store’s mishandling.