Extremely Disappointing Experience – Lack of Customer Service and Accountability

Dear Clicks Customer Service,

I am writing this email to express my extreme frustration and disappointment following a highly unpleasant experience I recently had at two of your stores — Clicks Gateway and Clicks Cornubia. As a loyal customer who has always supported your brand, I am honestly shocked at the poor customer service, lack of empathy, and complete disregard for customer satisfaction that I encountered.

On the 29th of March, I visited Clicks Gateway and purchased a full Sorbet skincare range along with other items. The Sorbet products included a face wash, face serum, day cream, night cream, facial wipes, and SPF sunscreen. I had previously used the face wash and facial wipes with no issues, so I decided to try the entire range to support a local brand. Unfortunately, upon using the products, my skin began to burn and react badly, clearly indicating that my skin is sensitive to them.

As soon as I noticed the reaction, I discontinued use and immediately contacted Sorbet directly. The representative I spoke to was incredibly professional and empathetic. She advised me to stop using the products and send an email outlining my experience, which I promptly did. Sorbet responded efficiently and kindly, advising me that I could return the products to Clicks. They even cc’d Clicks Customer Care in their response.

On the 5th of April, I went to Clicks Gateway after work to return the products. Upon arrival, the security guard directed me to two employees near the tills. I explained my situation and was told that without a receipt, they couldn’t help me — despite me offering the rewards card used . I was then told the rewards department was closed and to return the next day between 09h00 and 17h00 to get a reprint of the slip. I even asked if there was absoluteky no ways to get a reprint of the transcation receipt even if I were to give them my devot card that I used to make payments , but was told no , only the rewards department can issue a reprint— there was simply no attempt made to go the extra mile. What disappointed me even more was the complete lack of willingness to help, and I chose not to escalate the matter further out of respect for the uniform I was wearing and the brand I represent.

I was then told I could return the products to any Clicks store. On that advice, I visited Clicks Cornubia a few days later. The initial staff member called the manager and, while waiting, asked me why I had purchased products that harmed my skin. I was taken aback. How could I possibly know in advance that these products would cause a reaction? His response - that I should’ve consulted a dermatologist . Is this Clicks’ official policy now — that customers must consult a dermatologist before buying skincare products from your shelves? If so, it’s news to me, and frankly, it’s unreasonable.

When the manager eventually came, I was told (yet again) that I needed to go back to Gateway — the very place I had just been advised I didn’t need to return to. The manager also refused to issue a transaction receipt, citing "auditor restrictions" without showing the slightest empathy or interest in resolving the issue. He asked to see the email I sent to Sorbet, which made me feel like I was being interrogated, as if I had fabricated my entire experience.

I asked them to call the Gateway manager and allow me to speak directly to the Gateway manager over the phone, but for some reason the phone was never handed over to me.

I now understand why — because when I eventually returned to Gateway, I was informed that apparently, I had told the Cornubia store I wanted to return the goods to Gateway myself. That is completely untrue. Why would I choose to inconvenience myself that way, especially when I had already explained at Cornubia that I was on my way to Ballito and needed to be there by 5pm? I clearly stated that I could not go back to Gateway, yet that false information was apparently relayed, and I believe it’s why I was never allowed to speak directly with the Gateway manager at the time.

Out of complete frustration and with no other option, I returned to Gateway and canceled my trip. Thankfully, I was finally assisted by a gentleman whose name I regret not noting and Supervisor Zanele — two professionals who handled my complaint with empathy and care. They were sincerely apologetic about the treatment I had received. To my surprise, they were able to issue the transaction receipt on the spot — something I had been told was “impossible” at Cornubia.

Even more disappointing, the gentleman, manager or asistance manager I belie informed me that they had actually advised Cornubia to issue the reprint and assist me directly, rather than making me return to Gateway. So not only was I misled, but I was also unnecessarily inconvenienced due to poor communication and a complete lack of initiative from the Cornubia team.

What has angered me the most about this entire experience is not just the inconvenience, but the clear lack of proper customer service training, inconsistent communication, and absence of empathy from your employees. As someone who also works in a client-facing environment, I cannot imagine ever treating a customer the way I was treated at Clicks Cornubia.

It felt like I was being judged or ranked based on appearance or perceived value. That’s unacceptable. Every customer deserves respect and consistent service — especially in situations where products in your shelves have caused harm.

Let me be clear: I am not writing this to have anyone fired. I understand the high unemployment rate in our country and I take no pleasure in potentially affecting someone’s livelihood. However, this experience was beyond disappointing, and I felt completely disrespected. You have lost a loyal customer — and not just me, but several people in my circle who I’ve shared this experience with.

Clicks needs to do better — train your staff to respect their jobs, your brand, and above all, your customers. Because without customers, there is no revenue — and no brand to protect.

NB: I have the names of the 2 employees that asissted me in Cornubia , but decided not to share them on this platform , you welcome to contact me to discuss further