Nonchalant attitude to hygiene complaint

I am writing to formally lodge a complaint about a serious health and hygiene issue I encountered at the Checkers, specifically within the bakery department at N1 City Mall, Cape Town, on April 6, 2024, at approximately 09:03 AM.

Upon my visit, I was dismayed to observe ****roaches moving freely among the bread and loaves displayed behind the glass shelf. Recognizing the gravity of the situation, I immediately alerted the staff present, expecting prompt action. Regrettably, my concerns were met with laughter and disregard, failing to inspire any action to remedy the situation. This lack of response not only exacerbated my concern but also led to other customers noticing and reacting negatively to the same issue.

Given the severity of the situation, I escalated the matter to the admin manager, Michelle Simpson, who then said she would contact pest control. However, upon my follow-up approximately 20 minutes later, I found the issue unresolved, with the contaminated goods still available for sale. My further attempts to address this concern were met with resistance and a notable lack of urgency or understanding of the health risks involved.

This situation is not only alarming due to the immediate health hazard it presents to customers but also indicative of a broader neglect of essential hygiene and safety standards that retail food establishments are legally and morally obliged to uphold.

In addition to the above concerns, I wish to address an issue regarding the interaction I had with management during this event. When attempting to document the situation by taking a photo of the publicly displayed manager's contact information with photo for reference only, I was informed by management that this action was not permitted. This incident highlights a significant need for better training in customer service and proper conduct, especially concerning customers' rights to document their experiences and concerns for accuracy and reference.

I request that immediate action be taken to:

1. Thoroughly inspect and clean the bakery department and any affected areas. 2. Temporarily close the affected area if necessary to ensure a comprehensive resolution. 3. Review and enforce health and hygiene protocols among staff to prevent future occurrences. 4. Provide a formal apology to the customers who brought it to their attention, if any, who were exposed to this risk and health hygiene issue.

I have documented evidence of the conditions I observed, including a video recording, which I am prepared to share should it assist in your investigation of this matter.

I trust that Checkers values its customers' health and safety above all and will take immediate and transparent action to address this complaint. I await your prompt response and am willing to discuss this matter further if required.

Thank You