Bad customer service

I am very unhappy with the service I received from the store.

On 28 March, I submitted an insurance claim with all the required documents. On 17 April, I followed up with the insurance company and was told they had sent several emails to the store, but received no response. The store had kept the damaged item, which delayed the claim process.

I struggled to contact the store because their phone number was not working. I got contacts from center management. After many attempts, I finally spoke to Zukisa. She made me wait on the call, dismissed the insurance’s communication, and could not clearly explain why the item had not been sent. She also refused to let me speak to the manager and did not provide a working contact number. Later, she only confirmed by message that the item was sent but did not answer who was responsible for the delay.

On 18 April, the insurance approved the replacement. When I went to the store, they could not find my records to get a reference no for the claim and I then learned that Zukisa caused the issue. No claim was procssed on the day. Another staff member tried to assist with ordering a replacement.

On 21 April, I followed up again and was told the item had been ordered, but no one had informed me. I spoke to the manager, Thabiso Makoma, who confirmed he knew about the issue but took no real action besides telling Zukisa to order the item.

This situation shows that employees, records and processes are not properly supervised, and the manager appears to support or ignore this poor service. He did not apologise or show any concern for the inconvenience and frustration I experienced.

I am very disappointed by the lack of accountability, communication, and basic customer care. It made me feel disrespected as a customer. I request that the management of the store investigate the overall treatment of the store, as customers we are being treated poorly and made to feel inferior.