Terrible customer service

Dear Ackermans Customer Care,

I am writing to formally lodge a complaint regarding a very upsetting and humiliating experience I had at your Mall @ 55 store on Sunday, 15 March 2026.

I visited the store to purchase winter clothing for my children and bought items to the value of approximately R3000, filling an entire trolley with winter clothing. As a loyal Ackermans customer, I have always supported your brand and expected a pleasant shopping experience. Unfortunately, the treatment I received left me deeply hurt and embarrassed.

While shopping, I asked a staff member named Lethabo if she could assist me in finding a tracksuit twin pack in size 6–7 years. Her response was abrupt, dismissive and rude. She quickly told me nothing was available.

Another staff member named Dolly then approached me and kindly offered assistance. She went to the storeroom and returned with the correct size I was looking for. Her helpfulness and polite manner were greatly appreciated and showed the level of service customers should receive.

When I went to the till to pay, Lethabo was the cashier assisting me. One of the items I selected did not have a barcode tag. Instead of trying to assist, she repeatedly told me she could not scan the item and that I should either leave the item or wait. She kept suggesting that I leave the item even though I explained that I really wanted it and was willing to wait.

What hurt me the most was that while speaking to her colleague in Zulu/Sotho, she said that I should just leave the item because I was bothering them. I am Indian, but I fully understand both languages. Hearing a staff member speak about me in that way while I was standing right there as a paying customer was extremely humiliating.

Despite feeling very uncomfortable, I remained calm and told her that I would quickly go to Pep and return, hoping that by then the issue with the barcode would be resolved.

When I returned, Dolly once again politely asked if I needed assistance. I then approached the male cashier to ask about the item. When he asked Lethabo, she and another colleague (a short lady with blond hair) rudely said in their language that they had thrown the tops I wanted into the storeroom and that they were not going to get the barcodes.

I respectfully request that management please review the store’s camera footage and investigate this incident. The way I was spoken about and the way I was treated by Lethabo was humiliating and completely unacceptable. Customers should never be spoken about disrespectfully in another language simply because staff assume they will not understand.

I spent a significant amount of money in the store that day and yet I was treated like a nuisance instead of a valued customer. This experience completely ruined my Sunday and left me feeling extremely disrespected.

I sincerely hope this matter will be taken seriously and properly investigated. I would appreciate feedback regarding the outcome of this complaint.

Kind regards, Preshanka Govender *** ***