Wrong Pricing and unprofessional conduct of the store manager

Dear Baby City Head Office,

I am writing to lodge a formal complaint regarding an extremely disappointing experience my husband and I had at Baby City, The Grove Mall. The incident involved incorrect product pricing, unacceptable customer service, and the unprofessional conduct of the store manager, Mr John Motloutsi.

My husband and I are regular customers of Baby City The Grove Mall, where we purchase our monthly baby essentials and typically spend between R1,500 and R2,000 per month. We have always trusted Baby City to provide reliable service and affordable, quality products for our baby. Unfortunately, our recent experience has left us deeply disappointed and concerned about the standards of service at this branch.

1. Incorrect pricing and misleading product placement

During our visit, we were surprised to see NAN Lacrosse baby milk displayed with a price of R149. We purchased four tins, not because of the advertised price, but because we normally purchase four to five tins per month, depending on our supply needs. This particular baby formula is often difficult to find, making it especially important for us to secure our monthly supply.

However, when we reached the till, the items scanned at R279.99 each, a price significantly higher than the R149 displayed next to the product.

We immediately brought this discrepancy to the cashier’s attention. She went to verify the pricing and confirmed that the milk had indeed been placed under the incorrect price. We were informed that the product had been positioned incorrectly and that the displayed price did not correspond to the actual product.

The employee responsible for pricing was subsequently called to explain what had happened. He stated that the pricing machine was broken, that this had already been reported, and that he had placed the milk in the available space, unfortunately underneath the R149 price.

While I understand that equipment can malfunction, this does not excuse the store’s failure to ensure that products are correctly priced and displayed. Customers should not be expected to bear the consequences of internal operational failures.

2. Unacceptable conduct by the store manager

What was initially a pricing concern quickly escalated into an extremely unpleasant interaction because of the conduct of the store manager, Mr John Motloutsi.

My husband calmly explained the situation and attempted to discuss the pricing discrepancy. However, instead of handling the matter professionally and seeking a reasonable resolution, the manager was dismissive, arrogant and disrespectful.

He told my husband that it was not his problem that we had seen the baby milk displayed at R149. He further stated that if we were unwilling to pay the price reflected on the till, we would not be allowed to leave with the baby formula.

My husband is a store manager at Gelmar and attempted to explain the principles surrounding accurate pricing and the responsibility retailers have to ensure that customers are not disadvantaged by incorrect price displays. Rather than engaging constructively, Mr Motloutsi continued to dismiss his concerns, essentially telling him that it was not his problem and that we could either accept the situation or leave the products behind.

I eventually intervened because I found the manager’s manner towards my husband increasingly disrespectful and unacceptable. A manager should be capable of addressing customer complaints calmly, respectfully and professionally, even when there is a disagreement.

Instead, we were made to feel as though we were at fault for bringing a legitimate pricing concern to the store’s attention.

3. Concerns about Baby City’s customer service standards and core values

During the interaction, I requested the Head Office contact details so that I could escalate the matter. When I called, I was met with an automated response indicating that Head Office was unavailable over the weekend.

At that point, the manager offered to assist, but I informed him that I would rather raise the matter directly with Head Office and obtain clarification on the store’s pricing practices and customer service standards.

I also asked Mr Motloutsi to explain Baby City’s core values, particularly those relating to customer-focused service, family-centred care, value and affordability, high-quality products, and community sustainability. He was unable to identify or explain even one of the values I raised.

This interaction left me questioning whether the values that Baby City promotes are being practised at store level and whether adequate attention is being given to the conduct and leadership of the people entrusted with managing its branches.

I am particularly concerned about the example being set by a manager who appears unwilling to acknowledge a store error or treat customers with basic courtesy and respect. If this is how a customer is treated when raising a legitimate concern, it raises serious questions about the overall customer experience and the working environment within the store.

4. The impact on our family

Ultimately, I paid for all four tins of baby milk at R279.99 each because I have a newborn baby who depends on this specific formula.

This was not a purchase we could simply abandon without considering our baby’s feeding needs. The formula is not interchangeable for every baby, particularly where a specific product has been recommended by a paediatrician.

Our decision to pay should not be interpreted as acceptance of the incorrect pricing or the manner in which we were treated. We paid because our baby’s needs had to come first.

As a parent, I find it particularly upsetting that a routine purchase of essential baby supplies turned into such an unpleasant experience. Customers visiting Baby City should feel confident that they will be treated fairly and that their concerns will be handled with care, especially when purchasing products essential to their children’s well-being.

5. Resolution requested

In light of the above, I request that Baby City Head Office urgently investigate this incident and provide a formal written response addressing the following:

Reimbursement of the price difference: I request a cash refund of the difference between the displayed price of R149 and the amount charged, R279.99, for all four tins purchased. The difference amounts to R130.99 per tin, bringing the total reimbursement requested to R523.96. I paid in cash and therefore specifically request that the reimbursement also be made in cash, rather than through a gift card or store credit. A formal investigation into the pricing discrepancy: I expect an explanation of how the baby formula came to be displayed under the incorrect price, why the problem was not identified and corrected, and what measures will be implemented to prevent similar incidents from happening again. An investigation into the manager’s conduct: I request that Baby City investigate Mr John Motloutsi’s behaviour during this incident and determine whether his conduct aligns with the company’s customer service standards and expectations of its management team. Feedback on corrective action: I would like to receive written feedback explaining how this matter will be addressed, including what steps will be taken to ensure that customers are treated respectfully and that store managers are held accountable for their conduct. I understand that confidential employment matters may limit the details you can share, but I expect confirmation that the complaint has been investigated and appropriate action considered. Confirmation of Baby City’s pricing policy: Please clarify the company’s policy regarding products displayed under an incorrect price and explain how such situations should be handled to ensure fair treatment of customers. A formal apology: I expect an apology for the inconvenience, distress and disrespect we experienced during what should have been a straightforward shopping visit. 6. Escalation of the matter

I would prefer to resolve this matter directly and professionally with Baby City Head Office. However, given the seriousness of the experience and the manner in which our concerns were handled, I am prepared to escalate the complaint to HelloPeter and the appropriate consumer protection authorities, including the relevant consumer ombud or dispute-resolution body, should the matter not be addressed satisfactorily.

I trust that Baby City recognises the importance of protecting its reputation by ensuring that its customers receive fair treatment, transparent pricing and professional service at every branch.

We have been loyal customers who regularly spend a considerable amount at Baby City The Grove Mall. It is deeply disappointing that a straightforward pricing query was handled in a manner that left us questioning the quality of leadership and the customer service standards at this store.

I would appreciate urgent attention to this complaint and a substantive written response confirming how the matter will be investigated and resolved.

I look forward to your response and to receiving the requested reimbursement of R523.96 in cash.

Kind regards,

A Concerned Baby City Customer

Miss Llai Letta Michelle Mabula

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