Unacceptable In-Store Treatment & Cancelled Sixty60 Order

I am formally raising a serious complaint regarding both the cancellation of my Sixty60 order and the unacceptable treatment I received in-store at Checkers Westgate.

After placing my order around 14:00, I later discovered (without any communication) that it had been cancelled, despite the money being deducted from my account. Because I urgently needed the groceries, I drove to the store, only to be told that I could not receive my items and would need to wait for a refund — while the funds were already out of my account.

What made the situation worse was the way it was handled in-store.

As I became frustrated and started losing my cool due to the financial inconvenience and lack of communication, I expected senior management to step in and professionally de-escalate the situation.

Instead: • Rian van Jaarsveld and Pauline Chetty, as senior leaders in the store, did not come forward to properly address or manage the situation. • I was left feeling ignored and unsupported. • The only person who assisted me with professionalism was Jodene, who tried her best under difficult circumstances.

As senior leaders, Rian and Pauline should have stepped in to handle the matter directly, especially once it was clear that the situation was escalating. Leadership means taking accountability and supporting both customers and staff during difficult interactions.

I am requesting: 1. A formal apology from the Store Leader regarding the way this situation was handled. 2. An explanation as to why senior management did not intervene appropriately. 3. Confirmation of my full refund timeline. 4. Consideration of compensation for the inconvenience and additional costs incurred.

This entire experience was deeply disappointing and far below the service standard I expect from Checkers.