Unacceptable Service Standards and Lack of Customer Prioritisation

Good day,

I am a Fores**** resident and a regular customer at your Checkers Hypermarket on St George’s Mall. I am writing to formally raise ongoing concerns about poor customer service, particularly during closing hours.

There is a consistent issue with long queues and insufficient cashiers, yet staff members are allowed to use active tills for personal purchases while customers are left waiting. This is unacceptable. On 02/04/2026, I waited close to 20 minutes while only one customer was being assisted, as the other tills were occupied by employees buying groceries. This reflects a serious lack of prioritisation of customers.

Equally concerning was the absence of any visible manager on duty to address the situation. Basic operational control appears to be lacking. In addition, the music in the store was excessively loud, creating an uncomfortable shopping environment.

I have also observed unprofessional behaviour, including an employee storing personal food and a water bottle in a freezer intended for store products. This raises concerns about hygiene, standards, and overall store discipline.

When this branch opened, it offered much-needed convenience. However, the current level of service does not reflect the standards expected from your brand. There appears to be a lack of supervision, accountability, and customer-focused training among staff. I strongly urge management to address these issues immediately by enforcing clear operational structures, ensuring on-the-floor management, and retraining staff in basic customer service and professionalism.

This situation requires urgent attention, and I expect to see meaningful improvements.

Kind regards,

Sandra M