Ineffective complaints mechanisms

<p>On 13th September 2016, I lodged a complaint via the checkers website to lodge complaints regardind the following incident, todate I have not received an acknowledgement of the complaint nor any feedback from checkers regarding the incident. What is the point of having complaints resolution mechanisms in place if they do not assist the consumere where an incident is reported? Clearly the mechanism is not effective and defeats the intended purpose.</p> <p> </p> <p>On Sunday, 10th September 2016 I attended at the Mall of Africa Checkers store to purchase a few items. There was a promotion of the Natural World coconut water shampoo and conditioner on promotion, however they were out of stock of the shampoo. I then attended at the customer service desk so as to obtain a rain check/out of stock voucher. I was assisted by Mahlatse Boshielo, customer service clerk. I conversed in isiXhosa and she in seSotho, some of the seSotho world I could not understand, I then requested that we converse in English, where she continued in seSotho. I indicated to her that I had requested that we converse in English, she took no regard to my request. I found this behaviour unacceptable and unprofessional, there was an assistant manager, Terry Lee Heuer behind the desk as well. I enquired from Terry their policy authorises their staff to blatantly refuse to converse in English when requested and continued to explain what had transpired. The response I received from Terry was that it is the customer and clerk's perogative as to what language they converse. At that point I got a sense that I would not be assisted any further based on the response. I think she could see or sense that I was really infuriaed by the incident as she enquired whether I was happy. I indicated that the only thing I required from Mahlatse was an apology, whereafter Terry instructed Mahlatse to apologise. Mahlatse just said "since the customer is always right I apologise". In my books that is not an apology nor an indication of remorse but a blatant disregard for other people as she considers herself untouchable and above everyone else. To top things when i requested that she provide me with her name and surname as her badge was positioned in an awkward position, she seemed unwilling to provide same as she was hesitant to fix her badge but she eventually provided me with her details. It is clear that she has total disregard for people and unfit to be a clerk as she lacks custormer s****s. Probably she need to attend a course on customer serice thereafter be placed on probation to assess whether there has been an improvement as a result of the intervention and or she needs to be removed from the position as she will bring the brand of Checkers down. Awaiting further feedback in this regard.</p>