Feedback on Service Experience at Clicks Thorntree

Dear Clicks Thorntree Team,

I would like to take a moment to share my recent experience at your store.

First, I want to sincerely appreciate Mr. Billy, the manager, for his warm and welcoming smile. He treats his junior staff with respect and demonstrates incredible leadership qualities. I would also like to recognize Lesedi, the cashier, for his excellent customer service and positive attitude toward his work.

However, during the collection of my online order (No. OFT1T***5), I encountered a less pleasant interaction. The lady assisting me—whose name tag indicated a management role—displayed an unwelcoming attitude. While I was searching for the pickup PIN on my phone, she appeared irritated. Once I found the message, she requested to take my phone, which left me uncertain whether this is part of your standard operating procedure. I believe simply asking for the PIN would have been more appropriate.

Additionally, I observed that her demeanor toward both customers and subordinates came across as dismissive, even bordering on a bully-like attitude. I strongly feel that customer service training could greatly benefit her career and enhance the overall customer experience at your store.