Gross Negligence, Staff Misconduct & Disgusting Service at Boxer Store

This is a formal complaint regarding the unacceptable conduct and gross negligence I experienced at the Boxer Store in Umphakathi.

I entered the store to purchase two juices and a strip of snacks for my children after returning from a phone repair shop. My baby was crying and visibly distressed. Given the circumstances, I required prompt and reasonable assistance — which any customer is legally entitled to under the Consumer Protection Act (CPA).

Instead, I was subjected to the following: 1. Five cashiers refused to assist me, each either ignoring my presence or verbally indicating that they were “closing their tills.” 2. None of the cashiers acknowledged me, greeted me, or attempted to offer assistance, despite clearly seeing my situation. 3. One cashier, without making eye contact, told the customer ahead of me, “I’m closing yoh,” and refused to assist me altogether. 4. Staff members proceeded to laugh amongst themselves after dismissing me, demonstrating blatant unprofessionalism and disregard for customer dignity. 5. At no point did any supervisor or manager intervene, even though the conduct occurred in full view of staff on the floor.

This behaviour constitutes a clear breach of basic customer service standards and reflects a serious failure in staff training, supervision, and operational management.

Furthermore, the CPA outlines a customer’s right to fair and respectful treatment, as well as the responsibility of a supplier to provide services in a manner consistent with acceptable industry standards. The conduct I experienced today does not meet any reasonable or lawful expectation of service.

It is evident that the induction, training, and oversight at this Boxer branch are severely deficient. Allowing an entire shift of cashiers to operate with such disregard for customers is not only unprofessional but signals systemic management failure.

I left the store without completing my purchase due to the hostile and dismissive environment created by your staff.

I hereby request: • A formal investigation into the conduct of all cashiers on duty at the time of the incident, • Disciplinary action where appropriate, • Confirmation of what corrective measures will be implemented to prevent a recurrence.

Failure to address this matter adequately may result in further escalation through the appropriate consumer protection bodies.

I expect a written response from Boxer management.

To the person responsible for induction and staff training at Boxer: your system is failing — badly. You cannot have an entire store operating in this level of disorder and think it is acceptable. The chaos, the attitude, the lack of professionalism — it all reflects leadership that is either absent or ineffective. Your staff’s behavior was utterly disgusting.