Disgusting Managmement

Dear Checkers Management,

I am writing to express my deep disappointment and frustration with how my autistic brother, Mduduzi, was treated at your Columbine Square branch in Winchester Hills. The conduct of your Sales Manager, Edwin was both disturbing and unacceptable.

Mduduzi visited your store to purchase a few items and, due to his condition, forgot to pay for a Zambuk ointment. As he was exiting the store, he was approached by security. He immediately explained that he had forgotten to pay and showed the guard the money he had on him — clearly indicating his willingness to resolve the matter.

The security officer himself acknowledged that my brother was not mentally well and believed it was an honest mistake. However, he explained that he was required to follow procedure and escort him to the office. According to him, he was not involved in what occurred afterward.

What is especially troubling is the way Edwin, the Sales Manager, handled the situation from the management side. He incorrectly claimed that it was the security guard who called the police — directly contradicting what the security guard himself said. Edwin was defensive, dismissive, and showed no empathy or interest in understanding the full context. It became evident that he hadn’t even spoken to my brother to recognize that he is autistic and mentally challenged.

Had he taken a moment to listen, he would have seen that Mduduzi was confused, remorseful, and willing to pay — something the security officer can confirm. Instead, the situation was escalated unnecessarily and inhumanely, showing a complete lack of sensitivity, compassion, and professionalism.

Even more telling is that when the matter reached the authorities, both the police and the court immediately dismissed the case. They clearly stated that it had been handled incorrectly by the store and should never have gone that far. This not only validates our position but also highlights the failure of your management team to apply proper judgment and discretion in dealing with a neurodivergent individual.

As a family, we are extremely distressed by what transpired. The trauma Mduduzi endured as a result of this unnecessary and heavy-handed response is something no family should have to experience — especially over an item as minor and easily accessible as Zambuk. We spend thousands of rands at Checkers, and to be treated in such a discriminatory and careless manner is not only disappointing but disgraceful.

We strongly urge Checkers to revisit your internal protocols and ensure your staff — especially those in management positions — are adequately trained in handling situations involving vulnerable individuals. Basic human decency, emotional intelligence, and sound judgment should be non-negotiable qualities in anyone dealing with the public.

We expect a formal apology for the distress caused to our family and, more importantly, corrective actions to be taken to prevent similar incidents in the future.