appaling service experience

Good Day

I am highly Annoyed and upset with how I was assisted at the Blue Route Branch Mall Cell C store Just after 11am 04/08/2020, Not because of the Shop staff, Because of Natasha (I think she said she was Communications Manager)

The Assistant Manager Zubeida assisted me competently and in a professional manner, Kimberly enquired from Zubeida and also gave her best Professional Assistance. I commend them for their work ethic and applaud them for their help.

Natasha came into the store while I was being assisted regarding the inferior Quality Snug charger that stopped charging my Cell phone, Natasha was highly unprofessional and made snide remarks as to whose at the door to assist the clients waiting for service and remarking that Zubeida must get more staff, whereas Kimberly had just been at the Door prior to Natasha coming into the shop, whilst Zubeida was assisting me with checking if the charger works that she replaced the snug charger with,

I bought my Cell phone June 2019, the Original Charger had stopped working a week after I bought the Cell phone, Instead of bringing it back to the store I bought the snug charger for R349.00 because I was advised they don’t sell the Samsung chargers, the best thing I could do was buy me a new charger or else I would have had to be without a cell phone.

04/08/2020 - Zubeida had to call around to get approval for the replacement of the Snug Charger and for the credit balance to be refunded. I am a client and every month my contract debit goes off no problem and I enjoy your service, today I brought back the snug charger as well as the original Samsung A70 Charger as it occurred to me I have been given inferior quality goods.

Zubeida explained that she will send the Samsung charger to be repaired if it can be and will advise on the state of it. I agreed that if needs be I will pay for the charger even though I already have a charger I bought. Kimberley asked Natasha if she knows how to book in a charger that was ineffective and Natasha says she shouldn’t book it in on the system she should just bag it and send it off, Natasha rudely after finding out that the phone was purchased 2019, changes her tune and tone, says she is not refunding for the Samsung charger because it had been too long ago the phone was bought, without Introducing herself and says she has already approved the refund and the replacement of the charger without a slip (as if that’s a favour and as if to say I am a chancer and free loader with the tone and attitude she spoke to me and my brother in, she spoke down to us before even knowing the full story and had she known I’m willing to pay she would not have had the attitude she had with me to say it’s Unreasonable that I expect another charger after she already has approved for the snug charger replacement), I had agreed that if needs be I will pay for the Samsung charger as Zubeida was honest and said she will send it away and will advise once she knows more, I because of the snug charger experience which costed R349 broke as untimely I want a reliable charger or a backup in case it breaks again , and the only reason I was forced to buy a new charger because of inferior product I was given in the first place. I told her I will lodge a complaint to which she obliged and said I should go ahead, I asked her name she gave it and here I am to bring this bad feedback across to your Organisation. I am Disappointed that one of your Middle/Top Management staff was able to wreak unrest in the store because of her inability to Listen to comprehend to assist. She upset me because of her speaking down at me without making a connection to fully understand the Query, Zubeida and Kimberley was capable of assisting me without her, she made a point that she is boss and will not approve something which I did not even need her to.

Please send her for a communications course or refresher, she lacked Empathy, Understanding and I expected more from someone in her position as well as she tried to take over and even Hushed Zubeida telling her to Hang Ten while Zubeida was assisting a client before me too, and Natasha asked the clients Cell phone number without knowing Zubeida already had it and was on the system to help the client and the client told her that too.