appalling service

Good day Mr Ivan

It is with great disappointment that I write you this email.

Last year I went to Dischem Centurion by Jean Avenue and registered for a Baby bag as i always do whenever I'm pregnant. The gentleman that was assisting me, requested my ID book and a Dischem loyalty card, so my husband handed me his card as we use one card. I gave the gentleman all the details and he confirmed that the registration process was complete and that I need to start purchasing baby items excluding formula to start earning points.

Since last year, we have been doing that and I'm sure to date we have spent more than R3000 on purchases to try and obtain the points as advised.

Since last year i haven't received any communication from Dischem and it was a challenge for me to go to the store to follow up as i was highly pregnant and I recently gave birth. Yesterday morning I had to go buy a few things for the baby and decided to go Dischem Carlswold, whilst I was there I decided to go to the customer care to query about the baby bag and I was advised the lady that works in the front just stepped out and they requested that I leave a copy of my ID, don't know why as well as my contact details and she will request the lady to call me. She called while I was at the bank but i couldn't pick up. I decided to go back to Dischem before heading home and the lady in the front desk confirmed that she was the one that tried to call me.

She checked my profile and told me I haven't earned any points hence Dischem has not been in contact with me, I must say I was utterly shocked and disturbed by this. She further asked if I had a Dischem card and told her I have never owned a Dischem card before and I've always used my husband's since 2014 and it's never been an issue.

I mean when I was pregnant in 2014 I used my husband's loyalty card to apply for the bag and I registered without any hassles and received the baby bag, again in 2020 I registered using my husband's loyalty card and received the baby bag. My issue is why would they allow me to register using my husband's loyalty card again last year 2022 if I needed to have my own loyalty card? Only when I'm suppose to receive the bag I'm told I cant use my husband's card and that I have to have my own card and start the registration process from scratch. So I was basically sold a lie, I was ******* into spending using my husband's loyalty card only for them to tell me I need to apply for another card and spend more than R1000 again on baby products to get the baby bag...what sick game is this?

i feel as though someone at Dischem is miss informed and this is causing a huge inconvenience and great disappointment to loyal customers.

The lady by the customer service was not willing to budge or even get clarity instead she was gloating about her years of experience and basically insinuated that I was lying. i suggested that she confirmed what I was telling her but she was not listening and just kept arguing with me.

I told her I'd be logging a complaint since we were going around and round in circles and she couldn't be bothered.

I would have preferred her giving me options such as since the loyalty card that was used was that of my husband, I might as well use his details to register for the baby bag instead of saying that I need to register for a loyalty card and start collecting points from scratch, I'm not willing to do that and I expect Dischem to somehow find an amicable solution to this.

regards, Lerato Shingange ***