Insisting I received the items until I asked to see the CCTV footage

It's sad to see how employees of a business can ruin the reputation and experience of customers who most likely won't return.. One Sunday, we purchased a number of tiles, laminated flooring, etc (all adding up to a decent amount of money) from a store in the Free State. When we reached home, we realized that despite having 4 people around the dispatch area, they still forgot to load the tile grout. And this was after I had to ask them where the taps are that we also purchased.

After a week of back-and-forth (mostly me following up), they kept insisting the grout was loaded along with the tiles. This is very clear on the CCTV footage. I was livid. It was a small amount, but that is not the point. For a fact, we know that grout was not loaded along with the other items. So why make it out as if I am lying or *****ing when I just spent a fortune paying at your store? When I insisted on seeing the footage, I was called back to learn that the manager had conveniently decided to reimburse me for the tile grout.

BUT where is the grout? Did you investigate to confirm that, in fact, I was not trying to ***** bags of grout from you when, in actual fact, your team is either *********** in dispatching, can't do proper stock take, or *****ing items from the business?

I raised this issue to head office but have also not heard back. I guess from other reviews CTM will be feeling the impact of poor business management sooner rather than later.