Disappointing service

I am writing to express my deep disappointment and frustration with the extremely poor customer service I received at your Buildit store in Nqamakwe and the subsequent unprofessional behavior I encountered from the store manager. I have several building projects around Nqamakwe and I have been purchasing at your store without fail, but every time I go there the level of service we’re receiving is disheartening, I’ve been ignoring it for the longest time. Every time when I go there to purchase cement(the ones that they sell which are slightly damaged) they would say NO they’ve reserved it for someone else (apparently their friends) last week I’ve asked them nicely to please when I come to purchase something they must just ring my things without me having to beg for it, I still have to load them myself there’s no-one to load the materials even though there’s staff around apparently I should do it myself.

On 16/01/2024 I visited your store same thing happens, this time asked for the manager with the intention of politely addressing my concerns regarding this behaviour I’ve been experiencing. Unfortunately the encounter with the manager only exacerbated my frustration and left me feeling disrespected and unheard. Despite approaching the manager (by the name of Sipho Fumile )with a calm and polite demeanour, I was met with rudeness, dismissiveness, and a complete lack of willingness to address my concerns.

To quote exactly his words when I approached him “Complaints are resolved there on the floor before coming to me, you can report to the Head office if you want nothing will be done” I on my side I haven’t even explained what I came for but he was busy uttering these words. I have been in a customer service industry for several years, I was so fortunate to be drilled into knowing how to treat a customer no matter their stance in life and I was so disappointed that a big retailer like Buildit doesn’t really care about customer service and employs such unprofessional people who do not align with the standards of customer service expected from a reputable establishment.

Not only did the manager fail to acknowledge the importance of my concerns but they also displayed a blatant disregard for my satisfaction as a customer. This behaviour is not only disappointing but also reflects poorly on your organisation as a whole. I implore you to take this matter seriously and investigate the incident involving the manager. It is crucial that corrective actions be taken to ensure that such unprofessional behaviour is not tolerated within your organisation. Additionally, I request that appropriate measures be implemented to address the initial issue of poor customer service that prompted my complaint. As a loyal customer who has previously enjoyed shopping at Buildit, I believe in the potential for improvement and hope that this incident will serve as an opportunity for growth and enhanced customer service at your store. I expect a prompt response addressing my concerns and a resolution to this matter. I trust that you will handle this complaint with the attention and seriousness it deserves to restore my confidence in your store. Thank you for your immediate attention to this matter.