Appalling Customer Service

In April 2023, I purchased a kettle from Cash Crusaders - Silverton. After two months, it stops working. I subsequently went back to the store in search of either a replacement or a refund. The Store Supervisor (Ayanda) then duly informed me that their “Store Policy” is to first send in the device for repairs. This is a kettle, which one normally uses about every second hour when you are awake. Apparently, this exercise takes on average 30 days. However, she could not show me anywhere on their paperwork, that this is, in fact, their “Store Policy” Therefore, I posed to them the question, as to what I do interim, whilst waiting for the kettle to be returned. The supervisor then “nonchalantly” had the audacity to encourage me to buy another kettle, to offset the inconvenience of not having the kettle. I found this to be incredibly ridiculous and I conveyed it to them in “No Certain Terms”. I subsequently called their Head Office and asked to speak to the Managing Director. Elijah, who claimed to be the MD, then answered the phone. I then duly conveyed to him my story, but it was a futile exercise. The Senior Manager was however indifferent and affirmed that I should just tough it out until the repair returns. He actually also encouraged me to escalate the matter if I choose to do so. That was the end of it. They put a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily do not complain”. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I surmise that I got “The Middle Finger” as soon as I left the store, because how else do they explain the disdain treatment? I find this conduct of the workshop most reprehensible and very unacceptable. I, therefore, beg the following questions;

• “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Cash Crusaders – Silverton when you are subjected to this level of service? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • How does Cash Crusaders – Silverton - Management operate a business when they do not offer proper customer service experience compared to the other retail stores across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business? • Whether Cash Crusaders – Silverton - Management profit-driven or service driven? Will I be justified in escalating the matter to a higher dispute resolution body in order to broker an amicable resolution to the matter and in the process hang the matter squarely on the shoulder of Cash Crusaders – Silverton –Management? If this is the service to which customers in the area are subjected, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single Cash Crusaders - Silverton has to endure this atrocious level of customer service.

I believe that the whole Cash Crusaders Franchise can ill afford such conduct by its franchisees, not when it strives to position itself as the preferred secondhand goods retailer in South Africa. Furthermore, after conferring with my fellow community members, some are also in the Retail field, and they all concur that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I, therefore, feel that we have no other alternative but to bring this unsatisfactory conduct to the Cash Crusaders Franchise - Senior Management’s attention and then take appropriate action to remedy the situation.