Terrible customer service & refusal to honour advertised price – Ackermans Chris Hani Mall

Hi Ackermans / Hello Peter Team,

I’m lodging a formal complaint about my experience today, 20 May 2026, at Ackermans Chris Hani Mall with cashier Thabsile.

I accompanied my grandmother to buy 2 long sleeve tops that were advertised on special: “Save R50 when you buy 2 tops”. Before going to the till, I double-checked that both tops had the promo sticker and fell within the special.

At the till, Thabsile told us that only one top was on special. When I pointed out that both tops had the promo sticker, she rudely told me to “go fetch another one” and folded the top to put it away. I explained that I expect to pay the price advertised in-store – that’s basic consumer right.

Instead of assisting, she became dismissive and rude. Her exact words were “she’s at the door go fetch her yourself” when I asked for the manager. She also told me I was “making noise” and said she would call the next customer. She completely disregarded my complaint.

Another staff member called the manager. While the manager was with us, Thabsile left to guard the door. The manager checked the pricing, confirmed it was a merchandiser error, apologized, and honored the advertised price for both tops. She also apologized on Thabsile’s behalf.

After we paid, the manager asked Thabsile to apologize to us. Thabsile refused, continued to give us attitude, and only said sorry when the manager said they were trying to minimize customer complaints. The apology was clearly forced and not sincere.

I was denied the advertised price, which goes against the Consumer Protection Act. Thabsile spoke to my grandmother and me in a rude, disrespectful manner. As a former cashier myself, I know this is not how customers should be treated, especially elderly customers. There was no accountability until the manager intervened.

I expect acknowledgment of this incident and an apology from Ackermans. Disciplinary action and proper customer service training for Thabsile. Refusing to apologize and being rude to customers is unacceptable. Confirmation that staff are being reminded to honour advertised prices and signage in-store.

I’ve been a loyal Ackermans customer for years, but this experience was humiliating and unnecessary. Good customer service keeps customers coming back, this does the opposite.

I have my till slip and can provide the transaction details if needed.

Regards, Anele Motaung ***