Terrible customer service experience Promenade store Nelspruit Sunday afternoon before closing trading hours as displayed by the store, I wasn't

Dear AmericanSwiss Management,

I am writing to provide my findings and follow up on my previous complaint regarding my experience at the AmericanSwiss Promenade store.

Following my complaint, I received a call from Zanele, the staff member directly implicated in the incident. She apologised for what happened. I acknowledged her apology, but I explained that I still felt undermined by the way I had been treated.

My expectation was that, given the seriousness of my complaint, the matter would be handled directly by the Store Manager or Regional Manager, rather than by the staff member involved in the incident.

Zanele advised me that the Store Manager, Pearl, was not at work that day.

The following day, Pearl, the Store Manager, contacted me and also apologised for the experience. She advised me that she would escalate the matter to her superior, the Regional Manager, and come back to me.

I appreciated Pearl taking the time to call me. However, I must be honest that I remain extremely disappointed and still feel undermined by both the original experience and the way my complaint has subsequently been handled.

What concerns me is that I have now received apologies and commitments to follow up, but I have not received the level of management engagement I expected from a serious customer complaint. It has left me questioning whether these follow-ups are intended to genuinely resolve my concern or simply to close the complaint and move on.

For me, this is no longer only about what happened at the store on the day. It is also about how AmericanSwiss responds when a customer raises a legitimate concern.

I was a customer who entered the store during trading hours intending to purchase a product. I did not expect special treatment. I expected basic respect, professionalism and to feel welcomed.

Unfortunately, the entire experience has left me feeling that my business was not valued.

I therefore want to be clear that, based on this experience, I will no longer be returning to the AmericanSwiss Promenade store to shop. This is not a decision I make lightly, as I have previously supported AmericanSwiss and purchased gifts for family and loved ones from the brand.

I would nevertheless like to thank AmericanSwiss for the experience, because it has shown me exactly how I do not expect to be treated as a customer.

I hope management will use my complaint as an opportunity to review the customer-service standards at the Promenade store and, more importantly, how customer complaints are escalated and handled.

Thank you for your responses and apologies. Unfortunately, at this stage, they have not changed how the experience has made me feel.

Kind regards,

Yamkela