Unacceptable service

I would like to lodge a formal complaint of poor customer service, rendered by the manager on duty at Clicks Newlands City on Saturday, 3rd July 2021. My mother, a pensioner, collects her chronic medication from Clicks pharmacy. She is currently on a diuretic among her other prescribed medications. On Saturday, the ablution facilities at the centre were not functional, when my mother requested assistance from Clicks to make use of their bathrooms, due to being under extreme need as this is where she was, she was forwarded to the manager on duty to assist with her request. The manager on duty was Mr Sbonga if I am not mistaken, with whom she pleaded for assistance, we also phoned on her behalf to request help however he hung up the telephone mid conversation. Basically he informed my mother that his work regulations prioritized his employees and he had no obligation to assist. After much pleading and divulging her medical situation to explain why she is desperate for the restrooms, she was denied assistance and ended up unfortunately having an accident in the centre. She is a pensioner, who uses public transport, with adult children in different provinces. We had to arrange a private vehicle to transport her home, amidst immeasurable humiliation.

I am lodging this complaint on the grounds of customer service but moreover, basic human decency. If Clicks, a chronic medication supplier is happy to collect money from customers, pensioners and have business operations in a centre with no ablutions, would they not have the capacity to assist their customers and serve them with dignity under such pressing circumstances? The humiliation and embarrassment suffered by one of your most loyal customers is immeasurable and has had a traumatic impact on my mother and our family as a whole. What ever happened to basic human decency, over and above customer care regulations?

I request a prompt response and decisive actions in response to this, specifically for the sake of my mother, who is deeply traumatized. To say what I have detailed here is unacceptable, is a euphemism of note.