Formal Complaint Regarding Poor Customer Service – Checkers R55 (Money Market Till)

Formal Complaint Regarding Poor Customer Service – Checkers R55 (Money Market Till)

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the unacceptable and rude service I experienced at Checkers R55 Money Market tills on 21 August 2025, between 16:10 and 16:18, when I attempted to withdraw R1,457 from my Mukuru account.

At the first Money Market till, the cashier (Dihaka) told me she did not have R7 at her till. When I asked if this meant she could not help me, her blunt reply was “yes.” I then asked what I should do, and her response was “I don’t know.” Whether she meant this sarcastically or not, such a reply is unprofessional and dismissive. I even tried to momentarily engage with her about her service, but she showed no concern or accountability.

I then moved to the second Money Market till, where the cashier (Eliese) was even ruder. She told me she could only give me R1,450 instead of the full amount and went ahead to short-pay me. Again, there was no effort to check with other tills, involve a supervisor, or facilitate my transaction correctly. Instead, I was made to feel as though I was the problem, and I left the store angry and at a loss.

While R7 may appear minor, the principle is critical: every customer deserves to receive the full amount owed, handled with courtesy and professionalism. The sarcastic tone, dismissive replies, and unwillingness to assist from both cashiers reflect a complete lack of customer care.

This situation raises concerns:

Is Checkers stating that customers at Money Market tills must accept incomplete payouts if there is “no change”?

Why do cashiers not follow a process of checking other tills or escalating to management when they cannot facilitate a transaction properly?

Why are employees who demonstrate rudeness and unprofessional conduct placed at Money Market tills, which handle sensitive transactions involving customers’ money?

I strongly request that management review the CCTV footage between 16:10 and 16:18 on the stated date, where I moved between the two Money Market tills. Corrective action must be taken, as such service damages the reputation of Checkers and risks alienating customers.

I left extremely disappointed and disrespected. Whether sarcastic or serious, such conduct is unacceptable and does not reflect the standards Checkers should uphold.

I hereby request a formal written response from management within 7 business days, detailing how this matter will be addressed.

Yours sincerely,