Poor Customer Service Experience – Missing Items & Mishandled Follow-Up

Dear Checkers Management,

I am writing to express my disappointment regarding a recent experience at your store which has left me questioning the standards of service at what is meant to be a newly revamped Checkers.

I had purchased two packets of chocolates which, upon arriving home, I realized were not packed in my shopping bag. I immediately called the store and spoke with someone named Carmen, who assured me that I would receive a call back. Unfortunately, no one contacted me, even by the following day.

I then took the time to return to the store in person. To my surprise, I was told that after reviewing the security footage, the chocolates were seen being packed into my bag. This claim was made by someone named Lumwazi. I asked to see the footage myself but was denied access, and the explanation felt dismissive.

What followed was even more concerning — while discussing the matter, a manager handed the two packets of chocolates (the very ones I had paid for but not received) to the staff member assisting me. They had been sitting under the counter the entire time. The manager then walked off to speak with Lumwazi, who reportedly just “said sorry.”

This kind of service is unacceptable — not only was I initially denied the benefit of the doubt as a paying customer, but it seems staff were quick to shift blame and provide misleading information instead of resolving the matter transparently. It is also troubling that the goods were under the counter all along, raising questions about internal accountability.

Is this truly the level of service and integrity we can now expect from the new Checkers?

I hope this matter will be taken seriously and appropriate steps will be taken to improve staff training and customer handling in the future. I look forward to your response.

Kind regards, Priscilla Coetzee 3/10/2025/ Plumstead / served by Mia Moodley