My Sandton City Checkers experience

HelloPeter

On 06 June 2018, my colleague and I went to Checkers Hyper at Sandton City to ask for assistance in retrieving an important receipt that has been misplaced of an item that we had purchased at the store. We weren't quite sure of the day the item was purchased, but we are certain it was between 2 dates (16 or 17 April).

The floor/customer service manager (female), Charmaine was assigned to assist us with retrieving the receipt . After a few minutes of waiting for her to return, she returned and said that the receipt was not under the 16th of April. We then asked that she please check for us under the 17th of April. She then said to us that she is currently busy to check again, and that we should return later, by then she would have had the chance to check again. We then left and returned later, where we were told that the receipt was not found under the 17th either.

Knowing the importance of us retrieving the receipt as well as being sure that the item was definitely bought between the 2 days, we double checked the shelves to see if the bar code we found the first time was incorrect, when we suspected that this was the case, we took down the bar code that might be the correct one and went back to customer service to ask if they could check for us one last time.

We were referred back to Charmaine. She then said to us in a rude manner "I will check for you when I have time! Maybe tomorrow! I don't have time to be sitting at a computer the whole day, I'm busy!!" She then walked away from us, not to go do another task, but to stand and the kiosk.

Having not appreciated the manner in which she had spoken to us, I then went to go escalate the issue to, what I assume, is the assistant store manager. Whilst i was explaining the issue to him, Charmaine came charging towards us and once again rudely said in a loud voice, where everyone around us was now looking at us, "THESE PEOPLE think we have time to play. They think they can just come in here and demand things. We are busy. I don't have time to be sitting at a computer all day. This is the 3rd time. I'm busy!" I then said that she could have politely said that we should please come tomorrow, as this is a time consuming task and would take a while instead of being rude. She then blatantly continued to rudely bark in my face about her busyness. The assistant manager, who was still standing there, didn't even take it upon himself to call his staff member into order.

I am completely applauded that she, as a department manager,saw it fit to address me as a customer in that manner, and not only that, she did it in front of her senior, and nothing was done about that. Yes the fault lies with us in terms of having misplaced the slip, but that does not give her the right to speak to me in that manner. The service is there for us customers to utilize it and she is EMPLOYED to render the service us! I myself am in the retail and customer service industry and know very well how a customer should be treated. The customer can come back 10 times and ask for assistance, I do not care how annoyed you are, you assist the customer, and do it with a smile! I am completely livid as to how i was treated today at this store.