Unhappy customer

Good day,

I trust this email finds you well.

I am a loyal and long-standing customer of Dis-Chem, and I have always appreciated the quality of service I receive. However, I was very disappointed with the experience I had today at your Claremont Cavendish branch in Cape Town.

During my lunch break, I visited the store to purchase Biostrath for my 6-year-old daughter. I noticed a large bottle displayed with a price label showing R119.99. Assuming it was on special, I added it to my basket along with a few other items and proceeded to the cashier.

Upon scanning, the Biostrath reflected as R239.99. I queried the price, and the cashier, Sinesipho Mgidlana, handled the matter with professionalism and kindness. I truly commend her for her excellent service.

However, the supervisor who was called to assist responded in a manner that I found dismissive and lacking empathy. There was no apology offered—only a statement that it was a "human error" and that it was my responsibility to check the pricing. While I understand that mistakes happen, it is the staff’s duty to ensure that products are correctly labelled. I even asked whether I could purchase the item at the price displayed, but this was declined.

What was most disappointing was the lack of accountability and the unhelpful attitude from the supervisor. There was no assurance that the matter would be addressed, nor any apology for the inconvenience caused. In contrast, the cashier made a sincere effort to acknowledge the issue and express regret.

Sadly, due to this experience, I left the store without the Biostrath my daughter needs. I hope this feedback is taken seriously and used as an opportunity to improve staff training and customer service—especially in handling pricing discrepancies and customer concerns. Too many managers and supervisors seem to believe it's acceptable to treat customers in this way, and it should not be the norm.