Formal Complaint: Unacceptable Customer Service at Clicks The Grove – 16 October 2026

Yesterday, 16 October 2026, at approximately 19h00, we visited Clicks at The Grove. We purchased a fan worth R1,100, which we paid for in cash. Our payment included R100 notes and R100 in coins (R50 in R5 coins and another R50 in R2 and R1 coins). These were rands, not even cents!

The cashier, Princess, initially refused to accept the coins. We stood there for several moments while she insisted that she was not going to take them. It was only after a colleague at a nearby till told her that she should accept the coins that she agreed.

What was even more disappointing was that Princess went on to tell my 12-year-old daughter, who was already feeling embarrassed and uncomfortable, that next time she should not bring coins to Clicks but should take them to the bank. She told my daughter that otherwise, she (Princess) would be unhappy. Since when does a customer have to worry about making a cashier unhappy simply because they are paying with money?

To make matters worse, in the midst of this unpleasant interaction, Princess missed asking for our Clicks ClubCard, meaning we missed out on loyalty points after spending so much.

I was under the impression that coins are also legal currency. Could Clicks please clarify its policy on accepting coins? Are customers now not from paying with coins, and if so, where is this policy communicated?

What makes this experience particularly upsetting is that my daughter had been saving those coins to contribute towards buying me the fan. What should have been a proud and happy shopping experience for her turned into an embarrassing and discouraging encounter. Instead of appreciating the value of saving money, she was made to feel that the money she had carefully saved was somehow unacceptable.

Is this really the message Clicks wants to send to a 12-year-old child—that her saved money is not welcome in your stores?

We are extremely disappointed by the service we received. This was not simply about accepting coins; it was about the attitude, the unnecessary embarrassment and the complete lack of consideration shown to a young customer.

I avoided a causing a scene in store not worsen my daughter's experience. But I would appreciate a clear explanation of Clicks' policy on cash payments, particularly coins, re our missed loyalty points and how the store intends to address this incident.

No customer, especially a child, should be made to feel embarrassed or unwelcome for paying with legitimate money.

I look forward to your response.