Thero Protea Glen Boxer | Urgent Complaint and Request for Action Regarding Employee Misconduct

Good day

I am writing to express my profound disappointment and distress following an incident that occurred at the Boxer Superstore Protea Glen on Saturday. This experience not only tarnished my view of Boxer's commitment to customer service but also left me questioning the adherence to basic retail conduct and the Customer Protection Act within your establishment.

At approximately 16:40 on Saturday, I visited your store to purchase a birthday cake for my father. After selecting the cake, I approached the kiosk to pay due to long queues elsewhere. The queue was moving slowly due to system delays, and after some time, Supervisor Margaret advised me and other customers to move to till 13, which was then manned by a cashier named Thero. Despite being summoned by Margaret, Thero exhibited blatant disregard for her responsibilities, engaging in personal errands and displaying a lack of urgency to attend to waiting customers.

Upon finally arriving at the designated till, Thero's interaction with me and other customers was markedly unprofessional. She refused to assist, citing a wet floor as a reason, and when addressed about her delay, responded with hostility and indifference to our concerns. Her demeanor was dismissive, her language disrespectful, and her attitude confrontational, escalating to the point of openly yelling and rebuking me for seeking assistance.

This behavior starkly contravenes the principles of respect, professionalism, and customer service expected in the retail sector. It also breaches the Customer Protection Act's mandate for fair and courteous treatment of consumers. Thero's actions demonstrated a disregard for Boxer's code of conduct, which I presume advocates for integrity, respect, and accountability.

In light of this incident, I urge Boxer Superstore to:

1. Conduct a thorough investigation into Thero's conduct, referencing the principles outlined in the Customer Protection Act and Boxer's own code of conduct. 2. Take appropriate disciplinary action against Thero for her misconduct, ensuring such behavior does not recur and tarnish Boxer's reputation further. 3. Provide me with a verbal apology from Thero in the presence of senior management, acknowledging the distress and inconvenience caused. 4. Ensure that Thero does not serve me or potentially other customers in the future, to prevent recurrence of such unpleasant incidents.

I would appreciate a prompt response and resolution to this matter, including an update on the steps taken to address this situation. It is crucial for Boxer Superstore to maintain a reputation for respecting its customers and upholding the highest standards of service.

Thank you for your attention to this serious matter. I look forward to your swift action and response.

Sincerely,

Sibongile