Poor customer service

My name is Mooketsa Moagi, and I am reachable on ***/***. On Sunday the 28th of May 2023 between 14h00 and 15h00, I went to Rustenburg mall since my mother`s house is less than a kilometre away from the mall. The intention was to withdraw the money from any of the ATM’s since it was month end. Unfortunately, all ATMs had long queues so I decided to take an advantage of the fact that I can do a cashback at Checkers/Shoprite. In this case I decided to go to Checkers because it is bigger than Shoprite and it has more till podiums. When I got to the store the queues were very long at the tills, I asked a female security lady at the entrance if it is possible for me to get a cashback from the money market counter. Her response was that she is not so sure, but I can try, I then proceeded to the money market counter. When I got to the counter there were two customers in front, I then waited patiently to be helped only to find that I was waiting for a very POOR CUSTOMER SERVICE from the three ladies that were at the counter namely, Oratile Sereetsa, Angel Mahlaula Priscilla Dimema. I asked the ladies to help me with a cashback of R 1500.00. One of the ladies responded saying that she does not have money as she just gave it to the customer that she served before me, I politely asked her if she cannot make an alternative plan for me, and she bluntly said to me there is nothing she can do. The two ladies next to her also added that there is nothing they can do. I said to them that is very strange because I know how Checkers/Shoprite operate. I then asked them if the lady from the cigarette counter can assist me with the R 1500.00? Their response was if she the money she will be able to help me.

I did not give up and went straight the cigarette counter and behind the till I found Kelebogile Motaung. She welcomed me with a smile and asked if she can help. I said to her I please need cashback for R 1500.00. She apologized and said to me I just need to make a coffee for the customer then I will be with you, I did not have a problem at all and waited. Whilst I was waiting for Kelebogile the three ladies were making funny comments towards me saying I need help and I am not even willing to wait. Also, I cannot just expect to get the money waiting for me as I am not the only customer. Kelebogile came back to me and said let me check if I do have the money and if I don’t have, I will then check with other till operators. Indeed, she confirmed that she did not have the money but will find someone to help at the tills. As I was waiting, I got very irritated by how the ladies treated me and what the said behind my back thinking that I did not hear what they were saying to me. I requested to speak to a manage and a lady by the name of Keabetswe was called to come and speak to me. I explained my frustrations to her and told her that I was not happy about the whole situation, and I will be lodging a formal complaint. Kelebogile again came back to and politely asked me to go to Ikgomotseng Moruntshi to help me with the cashback. Ikgomotseng welcomed me with a smile and helped me without complaining at all. I appreciate the effort from Kelebogile and Ikgomotseng and they must keep up the good work. I can confirm that they know exactly why they are there. Please give them feedback for me and because of them I will come back to your store.

Lastly please make sure that the three ladies are taken to task to avoid reoccurrence of the same situation. They need to understand that the customer is the reason for their existence therefore a good service is very important.

I would appreciate if I can get feedback, preferably from the branch manager.