Poor Customer service...
Good day
I am very disappointed in the poor service I received from one of your frontdesk supervisors yesterday (20 August 2020).
My mom bought a 5 pointer Clicks drug test for someone a week ago, it turned out she it wasn't necessary for the test anymore so I took it back, because somehow my mom must've lost the slip I thought I'll just exchange the test for something else, I went into the store approached Maritza De Bruyn whom I assume is a front desk supervisor, I told her I'd like to exchange the item as it is not needed anymore... Her response was " I don't think we can change it" on which another staff member bluntly just answered NO! , I then told her but it is still sealed, only then she actually took the liberty of checking the item and get a second opinion, On her return she told me I won't be able to refund it( but I never even said anything about a refund even though I knew it could be refunded as I had my mom's club card she used and I knew it would have been easy to track the sale and reprint the slip) she ran off saying she'll be back, but took a whole 15-20 minutes to get back to me, when she returned, she never apologized nothing she just asked sounding
very annoyed "so what are you going to take"?, I was like really I was never even given the opportunity to go look for anything, and all I told her was I have to go look for something , I went inside the shop feeling despondent as the service was extremely poor, I just grabbed whatever to make up the total and left. Maritza De Bruyn handled this situation with little empathy, no remorse and utterly unprofessional.
I hope with this email I can help you focus on excellent customer service and going the extra mile for your clients, as I know this is what Clicks represents.
Regards
Samanthia Gasment
***..... This was the e-mail I sent to Clicks in regards to the bad experience I had at one of their stores.... I received a call from the store manager( She didn't identify herself on the voicemail message) on Saturday 22 August 2020, she left a voice mail message (as I was unavailable at the time), in the message she said she'll either phone me back that same day or the next day (Sunday), but she never called me back hence why I resorted to Hello Peter. It's Tuesday and still nothing.