Complaint Regarding Unprofessional Service and Misleading Promotion Information at Legit Store, Canal Walk

Subject:

Dear Store Manager/Customer Service Team,

I hope this message finds you well. I am writing to formally lodge a complaint regarding the service and experience I encountered at your Legit store in Canal Walk on the evening of 06 October 2024, between 20:00 and 21:00.

Upon entering the store, my partner and I immediately noticed the staff involved in loud and unprofessional gossip about a colleague. Despite this, we did not raise any concerns and continued shopping. While browsing, an African lady informed us about a "Take 2" promotion deal. I selected two dresses—one I loved and another as a backup—based on this promotion.

At the till, however, my partner realized that the promotion was not app**** as described. When we brought this to the cashier's attention (a coloured lady), she informed us that the promotion was no longer applicable. While this was understandable, her approach was far from professional. She was rude, condescending, and dismissive, stating that we were stressing her out, as she already had enough stress from her husband and three children. She even mentioned that she did not need the job. Her attitude escalated further when she insulted my partner, implying that he could not afford to pay the R400 difference.

In addition to the rude behavior, when we requested her name and the contact information of the store manager, she refused to provide them. Instead, she sarcastically suggested we call the customer service number, adding that she doubted anyone would answer at that hour. She also stated that there was no manager on duty and that the area leader “does not like to be called,” further implying there would be no point in escalating the issue.

The issue was not the R50 price difference, but the manner in which this situation was handled, which was deeply unprofessional and degrading. According to the Consumer Protection Act, if an item is advertised at a specific price, the customer has the right to purchase it at that price. This situation raises concerns about the integrity of your store's pricing and promotional practices.

I kindly request that you address the following issues:

1. Staff Conduct: Proper training should be provided to ensure that staff maintain professionalism and courtesy at all times. The cashier’s rude and dismissive behavior was unacceptable, and appropriate disciplinary action should be taken.

2. Promotional Clarity: Ensure that promotions are accurately communicated to customers and clearly displayed to avoid misunderstandings.

3. Price Adjustment: In line with the Consumer Protection Act, I expect to be charged the correct promotional price for the dresses, as per the advertised "Take 2" deal.

4. Store Management Availability: Ensure that staff provide customers with the necessary contact details when requested and that there is a clear process for escalating complaints.

I would appreciate a swift resolution to this matter, along with confirmation of the actions taken to prevent similar issues in the future. Please feel free to contact me if you require any further details.

Thank you for your attention to this matter. I look forward to your response.

Sincerely Tumi