I will never visit the store again never

Dear AmericanSwiss Customer Service / Management Team,

I am writing to formally complain about the extremely disappointing customer experience I received at your AmericanSwiss Promenade store.

I have been shopping at AmericanSwiss for many years, including when I am in Johannesburg, and I have never experienced the kind of treatment I received on this occasion. I left the store feeling extremely disappointed and disrespected as a customer.

On the day of the incident, I arrived at the store at approximately 12:56, and the entrance door was open. I therefore walked into the store believing that the store was still open and that I would be able to shop.

I approached a lady who was not wearing a name badge and asked for her name. She identified herself as Zanele. I was told that the store was already closed. I was confused because the door was open and it was still only 12:56. I asked what time the store closes, and Zanele advised me that the closing time was 13:00.

I pointed out that it was still 12:56 and politely asked if I could please be assisted, as I wanted to purchase a watch. I was then informed that they had already cashed up for the day and would not be able to assist me.

While Zanele was initially willing to assist me, another lady came from the office and went directly to close the store door. She then complained that I was “messing” their floor because they had already mopped it and that my footsteps were making the floor dirty.

I apologised and even asked whether I should clean the marks I had made, as I genuinely felt uncomfortable at that point. I was told that it was fine, but I was also told that I should “think for them.”

This interaction left me extremely uncomfortable. I had entered the store because the door was open, within the advertised trading time, with the genuine intention of spending money and purchasing a watch. Instead of feeling welcomed as a customer, I felt as though my presence was an inconvenience.

What concerns me most is that this is a retail environment where customer experience should be at the centre of the business. Customers should not feel that they are being chased away, particularly during such challenging economic times when every customer and every sale matters.

I subsequently drove to the AmericanSwiss store at Riverside Mall. However, after what had happened at Promenade, I felt uncomfortable entering another AmericanSwiss store. I instead went to Sterns, where I was welcomed and assisted professionally.

This experience has unfortunately changed my perception of AmericanSwiss. I have previously purchased gifts from your stores for birthdays and loved ones, and I have always viewed the brand positively. However, after this experience, I no longer feel comfortable shopping at AmericanSwiss.

I would therefore like management to investigate this incident, particularly:

* Why was the store door open at 12:56 if customers were no longer being allowed to shop? * Why was I refused assistance before the official 13:00 closing time? * Why had the store already cashed up while the store was still within trading hours? * Why was a customer made to feel like an inconvenience because they walked into a store with an open door? * Why was the condition of the freshly mopped floor prioritised over assisting a customer who was there to make a purchase? * Why was the staff member not wearing a name badge?

I am not raising this complaint because I expected special treatment. I simply expected to be treated like a customer.

I would appreciate a formal response explaining how this matter will be addressed and what steps will be taken to prevent another customer from experiencing the same treatment.

I also want to make it clear that I am considering sharing my experience on social media because I believe customers should be able to share their experiences, particularly when the experience is this disappointing. However, before doing so, I would like to give AmericanSwiss management an opportunity to investigate the matter and respond.

I hope this complaint will be taken seriously. A customer who walks into your store at 12:56 intending to purchase a product should leave feeling valued — not embarrassed, unwelcome and disappointed.

Why do the companies employ wrong people to deliver and expect good service and be profitable it is impossible if you not pushing sales the store need to deep investigate store missed sales opportunities

CX is the evidence I’m sending as retail please have correct people that are willing to deliver what is expected from them and take the business further not Nelspruit Promenade staff.

I look forward to receiving your response.

Kind regards, Yamkela Nonca ***