Appalling Customer Service

On 6 January 2025, I purchased a single Clicks-brand Mass Gain Product from Clicks – Tshwane Mall. Later, I saw in the various other Clicks stores that a similar product was available on promotion, whereby you could get double the product at a discounted price. I subsequently did not open nor consume the product I had initially bought instead of taking advantage of the discounted price, which I was perfectly entitled to do, as I had no “Malice Aforetaught”. After a week on 11 January 2025, on the occasion of me being in the vicinity of the branch again, I also happened to have my Original Till Slip in my possession. I subsequently went and bought the discounted products and paid for them in cash. Therefore, I had essentially bought three (3) of the very same Clicks-brand Mass Gain Product, over a week, even though the flavor was the same. I however then presented my Original Till Slip and submitted it as a request for a refund of one of the products, which I had just bought. I was perfectly entitled to do so, in terms of the prevailing Consumer Protection Act. However, the Store Manager, Ms. Eugenia wanted nothing of it. She wanted me to go home and get the exact product, which I had bought a week ago. In the process giving me the 3rd Degree in the presence of other customers, in an attempt to humiliate me and exert her authority of the store to her subordinates. I found this to be ridiculous and I conveyed it to her in “No Certain Terms”. I subsequently called her bluff and left the store and virtually immediately returned with one of the products and demanded a refund. She persisted with her smack talk, yet still refunded the item. She was also brazen in taunting me to call her Head-Office and I could only surmise that she was getting away with this behaviour in the past. So essentially, she was only out to frustrate and humiliate me in the process, yet she knew full well that I was merely enforcing my rights, in line with the Consumer Protection Act, and perfectly entitled to what I was asking for. Clicks – Tshwane Mall puts a low premium on customer service, as I surmise that they are confident that their conduct would not invite scrutiny because they predominantly cater to a certain segment of the population who “Ordinarily do not complain”. I have not experienced such bad customer service in a long time, not even from your less sophisticated competition. I can guarantee that I got “The Middle Finger” as soon as I left the store, because how else do they explain the disdain treatment? I find this conduct of the store most reprehensible and very unacceptable.

I, therefore, beg the following questions; • “How many other customers are being subjected to similar treatment, but opt to rather not pursue the matter, because they might not have the fortitude and/or resources to do so?” • “Is it beneficial for me or any other person for that matter to continue being a customer of Clicks – Tshwane Mall when you are subjected to this level of service? • “Am I perhaps being facetious in assuming that good customer service is reserved only for a select few or a certain sector of the community for that matter?” • How do Clicks – Tshwane Mall - Management operate a business when they do not offer proper customer service experience compared to the other retail stores across the country? • What message do they communicate to the middle to lower-income patrons who frequent their business? • Whether Clicks – Tshwane Mall – Management are profit-driven or service- driven? Will I be justified in escalating the matter to a higher dispute resolution body in order to broker an amicable resolution to the matter and in the process hang the matter squarely on the shoulder of Clicks – Tshwane Mall.–Management? If this is the service to which customers in the area are subjected to, then I am afraid it leaves much to be desired. This issue smacks of prejudice and invariably leaves a bad taste and I am sure that anyone would agree that not a single Clicks – Tshwane Mall has to endure this atrocious level of customer service.

I believe that the whole Clicks Franchise can ill afford such conduct by its satellite stores, not when it strives to position itself as the preferred Cosmetic and Health Goods retailer in South Africa. Furthermore, after conferring with my colleagues, some are also in the Retail field, and they all concur, that it goes totally against the grain of what “Great Customer Service” and “Good Governance” are all about. I, therefore, feel that we have no other option but to bring this unsatisfactory conduct to the attention of Clicks' Senior Management and then take appropriate action to remedy the situation.