Staff mistreating Customers

Subject: Formal Complaint – Unprofessional and Humiliating Treatment by Staff Member at Mark Park

Good day,

I am writing to formally express my deep disappointment and dissatisfaction with the way I was treated by one of your staff members, Kgaugelo, at your Mark Park branch.

On the 6th, I had purchased two items and returned to the store to exchange them. Due to an oversight, I brought the incorrect receipt with me. When I approached Kgaugelo for assistance, her response was not only unhelpful but shockingly accusatory. Upon seeing that I did not have the correct slip, she immediately stated that I would need to prove I bought the items from the store—suggesting that I may have ****** them and was now attempting to exchange them.

I was stunned and deeply offended by such a serious and baseless accusation. I explained that I had purchased the items through PayJustNow, but was having trouble accessing the app on my phone. My husband was able to log in and we showed her the transaction. Still, she insisted the code was unfami**** and aggressively demanded to see a different form of proof—my personal banking transaction—suggesting once again that my purchase was not legitimate.

Even after I presented the proof she asked for, Kgaugelo continued to speak to me in a harsh and dismissive manner. She then claimed I could not exchange the items because she needed a “code,” which she failed to clearly explain despite me asking her multiple times for clarification. Frustrated and humiliated, I returned to my car, where I fortunately found the correct receipt.

When I returned to the store, I spoke to the manager, Dineo, to express my concern about how Kgaugelo had treated me. While Dineo did apologize on her behalf, Kgaugelo once again interrupted the conversation loudly, claiming that many customers try to ***** and return items—further reinforcing her earlier offensive accusation.

I cannot express how deeply humiliated and disrespected I felt throughout this experience. I have been a loyal customer of your store for years, and never in my life have I been made to feel so uncomfortable, judged, and unwelcome. Kgaugelo’s conduct not only lacked professionalism, but also basic courtesy and sensitivity.

I urge you to investigate this matter seriously. No customer should be treated in this manner, and I hope appropriate steps will be taken to address this incident and ensure no one else is subjected to such treatment.

Sincerely, Lavhelani Mabotja ***