Poor customer service and product quality.

Dear Spar Customer Service Team Jubilee Mall

I hope this message finds you well.

I am writing to formally express my deep dissatisfaction with the ongoing issues I have encountered at your store, both in terms of customer service and product quality. I am disappointed to report that this is not an isolated incident, and I can no longer overlook the repeated problems I have experienced.

Four weeks ago, I purchased a 5kg bag of sorghum mealie meal from your store, only to discover upon opening it that the product was rotten and contained cobweb-like particles. To make matters worse, the packaging did not include an expiry date. Due to time constraints, I was unable to return it immediately and had to purchase a replacement elsewhere. When I eventually returned to your store to address the issue, I was met with hostility and unprofessional behavior from the management.

Rather than receiving a prompt and empathetic resolution, I was informed that the issue needed to be reported to the manufacturer, Tswane Milling. While I understand that Spar is not the manufacturer, as a customer, my transaction was with your store, and it is your responsibility to resolve issues that arise with the products you sell. After spending over an hour in the store, I was reluctantly assisted, though not before being treated rudely and dismissively. A staff member named Morwele, who is responsible for eggs, even gestured aggressively at me, treating me more as a peer than a valued customer.

Unfortunately, my frustration grew further today when I purchased a tray of 60 eggs from your store, only to discover upon returning home that they had a strong, off-putting odor, reminiscent of a dead rat. I returned to the store, expecting proper service and at the very least some compensation for the transportation costs incurred in returning the spoiled goods. However, I was again met with indifference and a lack of accountability. Hudson, a front manager, and Morwele insisted that I should lodge a complaint myself, rather than taking ownership of the situation. Hudson also informed me that Spar does not cover transportation costs for customers returning spoiled products. This raises the question: if Spar’s negligence results in defective products, why should customers bear the burden of the associated costs?

To make matters worse, when I expressed my dissatisfaction, Hudson had security escort me out of the store, treating me as if I were a ******** simply for asserting my rights as a paying customer. I arrived at 17:30 and did not leave until 18:45 after being ignored and dismissed for over an hour. By the time I got home, it was already 20:00—an entire evening lost due to Spar’s negligence.

This issue goes beyond poor customer service; it is also a health and safety concern. Perishable goods require proper handling, inspection, and quality control, especially in extreme heat. It is deeply troubling that such basic standards are not being met, forcing customers like myself to take additional steps to ensure the quality of products that should be guaranteed upon purchase.

I demand answers and accountability for these repeated issues. I have a 52-minute recording documenting the treatment I received and am prepared to escalate this matter further if necessary.

I expect a prompt response with a clear resolution to this matter. Ignoring it will not make it go away.

Sincerely, Makgotso Mapholo