Extremely poor customer service and management

I am writing to express my extreme disappointment and frustration with the appalling customer service my partner and I received at Boxer in Sunny Park. On 24 February 2025, we visited the store to quickly grab some essentials before picking up our kids from daycare. However, due to the attractive specials, we ended up buying more.

Our excitement was short-lived, as the checkout process turned into a nightmare. At the till, we noticed that one of our items was incorrectly billed. We brought this to the attention of the cashier, Oratile, who lacked a name tag and wore a non-Boxer uniform. His response was unconvincing, and he seemed unconcerned about resolving the issue.

Upon exiting the store, we checked our receipt and discovered that Oratile had indeed overcharged us. We returned to the store, willing to pay the difference and purchase additional items. Instead, we were made to wait for 10 minutes before Kaelo assisted us. The ordeal continued, with Kaelo requiring us to walk around the store to verify the item's price, despite having all the necessary information.

After over 20 minutes, we were told that the manager needed to resolve the issue. However, the manager was unavailable, and the assistant manager, Rose, failed to attend to us. We were shocked and disappointed by the lack of staff and poor management. It was clear that Boxer did not have a flexible chain of command to assist in the absence of the branch manager and people left in the store were *********** and a problem to its clients.

Due to the gross incompetence and poor management, we requested a full refund. However, even this simple request seemed too much to ask. We left the store, leaving behind the items we paid for, as our kids were still at daycare and we could not afford to waste any more time.

We demand a refund and expect a higher level of service from a reputable franchise like Boxer. Our experience was unacceptable, and we will ensure that our family and friends are aware of the poor treatment we received. We will be taking our business to Shoprite, a store that values customer support.