Poor customer service

Subject: Formal Complaint – Poor Customer Service at Debonairs Eyethu Centre, Mofolo North

Dear Debonairs Management,

I am writing to express my deep dissatisfaction with the service I received at your Eyethu Centre branch in Mofolo North on 23rd of May . I was assisted (initially) by a staff member named Tsatsimpe Gontse, although none of the staff present were wearing name tags, which I believe is a required standard when interacting with customers.

I placed an order at 19:29. After realizing the order was taking longer than expected, I requested a cancellation. Instead of addressing my request, a colleague of Gontse made dismissive comments, gossiping that the order should not be canceled. Gontse then disappeared into the kitchen and never returned to the till.

When I again asked for assistance, the colleague ignored me completely, attending to other customers who came after me. When I voiced my concern about being ignored, she rudely asked if I had placed the order with her, which I found disrespectful. Rather than offering to help or find someone who could, she continued to disregard me.

This is not the first time I’ve experienced poor service from this particular branch, particularly from some of the female staff. As a paying customer, I believe I have the right to cancel an unprepared order and be treated with respect, not with contempt or indifference. The behavior I encountered showed a lack of teamwork, professionalism, and basic customer service etiquette.

I hope you take this feedback seriously and investigate the matter. I also suggest reinforcing proper customer service training and ensuring staff wear name tags for accountability.

The nerve of her to ask if I was assisted by her , how would I know the process that I have to cancel the order from Gonste and especially if she is the one who told her not to proceed with cancellation.

When a customer is in the store waiting for assistance, every staff member represents the brand, not just the one who took the order. If one team member disappears or cannot assist, another should step in professionally—not ignore the customer or shift responsibility.

Being told “I didn’t serve you” is dismissive and unprofessional, especially when the issue involves teamwork and a shared service process.