Service Complaint

Dear Sir

I would like to express my disappointment with my treatment at Ackermans.

I done a laybuy purchase at Ackermans Mall of the South two months ago. I wanted to make a second payment which was on the 9thof March 2019.

Myself, my mom and my baby then proceeded to go to Mall of the South Ackermans on that day. We stood patiently in line and when it was my turn the teller called but I was preoccupied with my phone at the time so I walked forward slowly and before I knew it the lady from behind me moved past me and we were both at the till at the same time. My mom then said to them I was there first that's when I looked at the lady and the lady said to the teller that my mom is correct. The teller the proceeded to speak in an African language to the lady who had pushed in front of me then the lady left.

Finally the teller looked at me and said 'yes', no greeting nothing. In confusion I then asked the teller if she would need my till slip and my ID in order for me to pay the laybuy, she said 'give me your slip' I asked her again if she would need my ID and she said no. She then typed on her computer and proceeded to give me the amount of the laybuy. I told her I would like to pay 50% of the balance. She looked at me and asked me how much is that and I said it's half of the amount she gave to me. She then said how much is that, I said please calculate it, she said unfortunately she cannot calculate it and I should take my phone out and calculate it as this is my laybuy and I should manage it as I would like and unfortunately they do not have a system which calculates the amount for them. I asked her if she had a calculator and she then told me that they are not allowed phones or calculators at the till.

I stood there completely surprised and disgusted that they would want me to take my phone out to do a calculation. I then asked her to call the manager. The manager arrives with a great attitude also unable to greet me. I explained the situation to him and he said unfortunately they are not allowed calculators or phones at the till as this is the rule at Ackermans and their system does not allow them to calculate amounts and that we are not all mathematical in our minds.

Due to my baby being niggly by this time and half of the stores people looking at me and being completely embarrassed I then proceeded to do the calculation and pay but before I left I asked the manager for the customer complaints telephone number and he tells me to just read the slip.

On the Monday thereafter I call customer care. First I spoke to Vukasane who was very difficult to speak to, he then called his Manger which was Mthembiki who assisted me logged the complaint under the reference no. 606800, he let me know that feedback will be given to me by Friday the 15th March 2019.

Friday came and went. On Monday the 18th March 2019 I called customer care again and spoke to 2 agents who put me on hold to speak to the manager, each time I was on hold for 10 minutes with a blank phone against my ear. Due to my airtime being wasted, I put the phone down and expected them to call me back as I had given them my reference number and all I wanted was to know the status of my complaint, but unfortunately no feedback has been provided.

As I write this letter it is the 24th of March 2019 which is 3 weeks later and I still have not received any feedback from Ackermans.

I am completely disgusted by this treatment and I am wonderdering if this complaint was taken lightly, if Ackermans finds it right to disrepect their customers. Am I going to receive this same treatment when I go and make my final payment for my laybuy at the end of the month?

I would appreciate receiving feedback as to whether they are interested in dealing with the complaint or not.

Thanking you in advance for your time and assistance herein.

Yours faithfully, Janelle Prinsloo ********** **********