Worst customer service ever

Very disappointing experience at Steers Three Rivers (River Square).

My child purchased two burgers using the self-service machine and paid using ABSA Kids WiCodes (R50 each), with a card top-up of R19.89 per burger. The machine produced two slips confirming that the transactions had been processed, and the POS record also shows the two top-up transactions.

However, due to a machine error, the system failed to produce the third order slip. As a result, my child only received one burger.

When my child approached the staff, two employees insisted that only one transaction had been made despite the slips showing otherwise. They then called their manager to assist. He was not wearing a name tag and did not introduce himself. I only later obtained his name when he mentioned that he would call after the “investigation”, which unfortunately never happened.

Even after showing him the slips and explaining that two payments had been processed, he refused to provide the second burger and said they would “investigate.” He further stated that only the top-up amount could be refunded and not the full value of the burger, even though the WiCode had already been redeemed.

What made the situation worse was the dismissive and arrogant manner in which the issue was handled, especially in front of my child, who was left embarrassed despite having proof that the payment had been made.

If payment was successfully processed and proof was provided, it is unclear what exactly needed to be investigated. This situation could have been resolved easily with proper customer service, but instead it became a frustrating and embarrassing experience.