Frustrated customer

Yesterday 15 March 2025 I had the most stressful experience at Clicks in Bethlehem Sechaba Mall. Let me start by saying I absolutely love Clicks my kids were raised there I have been a member since tertiary and all my kids (3) attended their immunization there. My name is Mathoto Leoma Clicks card number is ***.

For years my shopping experience has been wonderful and I am grateful. But what happened on Saturday was shocking. I went to Clicks to get few items, upon entering I took my shopping 🛒 trolley where we normally place them near the cashiers. So since I had no bag and placed my phone and wallet in my shopping bags. I decided to take them out just for safety I thought and take them with me while I was shopping so they were in my shopping basket.

So when I was done I headed over to the till to pay and was kindly assisted by Ivy. Unfortunately when I took my wallet out to pay I forgot to take out my phone as well and left it in the shopping basket and walked out the store with my trolley . When I reached another store I wanted to do the same thing again Carry my phone and wallet , that was when I realized I left my phone at click because it was not in my shopping bags or in any of my item bought. So I walked out immediately to go back to Clicks barely even twenty minutes after I left the store. When I got there my phone was nowhere to be found and the stuff had no idea I left a phone. When they communicated amongst themselves it was discovered that a stuff member named Tshepang was the one who cleared the baskets and when he was searched before knocking off he had two phones in his pocket. So the gentleman who searched even asked just not to insinuate if this Tshepang guy had two phones or not.

The stuff did try to walk the isles with me to check if maybe I had not misplaced it . And since the store wasn't full or too busy the possibility of another customer taking it was slim.

So the gentleman who searched stuff when they leave was asked to go call Tshepang back and he did not find him and they called him back to the store. He did return and my phone was found .

Now here is my question , when he realized I left a phone was he not supposed to inform the stuff on duty with him, or even the lady who assisted me so that when I come back they will know I left my phone? They said he claimed it was in the Canteen but Noone knew of its existence? Worse I had just had a new screen installed and it is cracked on the left this is so frustrating. I literally broke down because of his actions.

And my memory card that was at the back of the cover is nolonger there. The phone was off since I just collected it from being fixed ,I had left it there last week and only collect it Saturday. And now the same screen I went to fix is cracked.

In so many years shopping at Clicks I have never had any reason to complain and I gladly shop there ,I have items I only buy at Clicks. But I am broken to see that my phone being lost was handled so poorly and I wonder had I not remembered my phone that quickly would it still have been recovered or would the guy have kept quiet and it would be ruled out as theft by another customer. I know this may sound absurd but as much as our items are our responsibility, what are the procedures at Clicks regarding customer lost items does the stuff have the right to withhold information and pretend they were gonna assist or can they take what they want . May I get a response as a loyal customer please Clicks.