Accused of theft and rude manager @Checkers Hyper Menlyn !

I am writing to express my extreme dissatisfaction with my family's recent experience at Checkers Hyper Menlyn Mall on April 18th, 15h30.

My younger sister, who frequents the Menlyn store as she works in the mall, went to the store to purchase a ****in after purchasing bread at another store. She was distracted by a phone call and exited the store with the ****in in hand without paying for it.

The security guard, named Zazi based on the name tag, allowed her to exit the store before confronting her outside. After admitting she was distracted by a phone call, she returned to the store, and went to the queue to pay for it. A few moments later, the security guard returned, pulled her out of the queue, and led her to the security office along with Refilwe, the floor manager (who was downright rude and dismissive when my other sister showed up to the store to enquire about the matter).

The security guard and the floor manager decided to classify it as theft. My sister was instructed to phone a relative and inform them of the situation.

Due to Refilwe refusing to speak to my other sister who arrived at the store swiftly to enquire about the matter. I called the store and requested to speak to the branch manager to which I was told to hold for twenty minutes, he eventually answered my call and stated his name was Tobias. He initially enquired about how we were related, which I explained. He then said he was unaware of the incident, asked to learn more, and said he would contact me back. He called back after five minutes, saying he had seen and heard everything from the store's CCTV footage and that they had determined it to be theft. I asked if there was audio in the video as well that led him to reach that conclusion in a matter of minutes. He asked me again how I was related to the individual, avoiding my question by asking another one. He then claimed he had to hang up as was going to meet with my parents about it. I asked which parents as I know they were still on their way (they arrived ten minutes after the call). Which shows he was avoiding my questions. I further responded by informing him that I would be escalating the situation to a higher level. To which he rep**** in a patronising manner, telling me to visit the store if I had any further questions.

When my parents finally arrived. He claimed that I had been impolite to him because I had questioned the audio narrative he claimed to have heard, and due to my rudeness, he had decided to involve the police from Brooklyn station.

I reported the matter through the Checkers checkline and was told I would be called back, to which I am still awaiting a response.

Why, then, would a frequent customer purchase one item from another store, then ***** another, and keep it in plain view?

Does the footage only show the store's narrative and not the part where the accused was removed from the queue as they were about to pay? Also, does ur footage have audio recording that your branch manager claims he heard everything from?

Make it make sense @CheckersZA because it seems your employees are unbothered to make detailed follow ups of the incidents.

Regardless of the situation, Refilwe, the floor manager was disrespectful, rude and dismissive. After all we're still customers. From reading other complains here on Hellopeter, it seems she excels with this behavior and gets away with it. If the employee is protected by the store what policies protect the consumer in this case?

I would appreciate an urgent response regarding the matter.

I would not recommend the store due to our family's experience and treatment received from the staff in store.