Bad customer experience

I am deeply shocked and disgusted by the service we received (my husband and I) at Clicks Alberton City, on Thursday evening (20th September 2018) from a cashier called Teboho/Tebogo. Unfortunately he was not wearing a name tag, but we heard his name being called out a few times by his manager Nkanyiso Gumede during the feud. What transpired is that as we got to the till to pay, my husband placed a grocery basket on the till counter. Then without greeting us, the first statement that came out of his mouth was, “can you take the items out of the basket?’’ Secondly my husband informed him that from a customer experience perspective, as a cashier one of his roles is to take the items out of the basket and ring them up for us. He refused and told us to our faces that is not within his job specifications and we should rather go to another till if we do not wish to take out our items from the basket for him. My husband insisted that we are not going to move to another till and he stood there without being bothered. Eventually my husband asked him to call a manager and with arrogance he then said he will do so and let us see if anything will change. He kept insisting that it is not his responsibility and arguing with my husband, in the process urging us to do it ourselves or move to another till/cashier. On the request of the manager that came to our assistance, my husband explained what transpired to the gentleman. Upon hearing our complaint the manager tried to solve the dispute professionally and informed the cashier to apologise. We were utterly dismayed when he refused to apologise upon request by his line manager. Then the manager asked him politely to step aside so he could assist us for damage control. The cashier started arguing with the manager in front of us and it took a further five minutes for him to move from the till so we could be assisted. Another customer who witnessed the ordeal even commented on the cashier’s behaviour as it was so shocking to witness and even mentioned that you can lose your job because of not wanting to apologise. He seemed to be under the influence of something, judging from how his eyes looked like. This is totally unacceptable to have received such bad service. We could have easily gone to a Dischem at New Market Mall to purchase our cosmetics and medication, but we chose to be loyal to the clicks brand only to receive such treatment. As a loyal clicks customer I request that something be done about such distasteful treatment received.