Poor Customer Service Boxer Liquor Diepsloot

Dear Boxer Customer Service/Management,

I would like to lodge a formal complaint regarding an unpleasant experience we had yesterday at Boxer Liquor in Diepsloot.

We went to the store intending to purchase the Bernini special that was advertised in the store. The promotion indicated that customers would receive a small Bernini can for free. However, when we wanted to purchase the promotion, we were informed that the free small Bernini cans had already run out.

We questioned why the promotional posters were still displayed throughout the store if the promotional stock was no longer available. From a customer's perspective, if the promotion is still being advertised inside the store, we reasonably expect that the promotion is still available.

We therefore asked whether we could be offered an alternative of the same value, as we were still willing to purchase the advertised promotion. We were then told that the manager would assist us. We waited for more than 20 minutes for the manager to arrive.

Unfortunately, when the manager, Moses, eventually arrived, his attitude towards us was extremely disappointing. He was rude and dismissive and simply told us that the small cans were finished and that there was nothing he could do. He did not attempt to negotiate with us, offer an alternative, or find a reasonable solution to the situation.

What makes this even more disappointing is that we were making a purchase to the value of approximately R2,744. We expected to be treated with respect and for the store to make a reasonable effort to assist us, especially considering that the promotion was still being advertised in the store.

We understand that promotional stock can run out. However, in such circumstances, the promotional advertising should be removed or clearly marked as unavailable. Customers should also not be made to feel as though they are inconveniencing staff when they question an advertised promotion.

I would appreciate it if this matter could be investigated, particularly:

1. Why the Bernini promotional posters were still displayed after the promotional stock had run out. 2. What Boxer’s policy is when advertised promotional stock is unavailable. 3. Why we were not offered a reasonable alternative considering the advertised promotion was still being displayed. 4. The conduct and attitude of the manager, Moses, towards us. 5. What steps will be taken to prevent similar incidents from happening to other customers.

We are not only raising this complaint because the promotional item was unavailable, but because of the way the matter was handled. Good customer service means listening to customers, treating them with respect, and making a reasonable effort to resolve a problem.

I look forward to receiving a formal response and resolution to this complaint.