Nightmare of a customer service

Dear Customer Service Team, I would like to formally lodge a complaint regarding the poor service I received at the Dunns store in Protea Gardens Mall while attempting to cancel my lay-by. Due to having a sick child at home, I initially asked my brother to cancel the lay-by on my behalf. I provided him with the lay-by slip and a copy of my ID. However, upon arriving at the store, he was turned away and informed that my signature was required before the cancellation could be processed. As a result, I had to visit the store myself while carrying my sick baby. Unfortunately, the experience was extremely disappointing and stressful. When I arrived, the consultant assisting me took an unusually long time to process the cancellation. I provided my ID and even offered the bank card I had used to make the payments to help verify my identity and speed up the process. Despite this, I felt as though I was being treated with suspicion rather than assisted as a valued customer. The consultant then called a staff member named Mamelo, whom I understand to be the manager. When she arrived, she did not greet me and appeared uninterested in assisting. Instead of authorizing the cancellation, she instructed the consultant to retrieve the lay-by documents and compare the signatures before walking away and continuing with other tasks. When the consultant returned and attempted to follow up with her, she again instructed him to compare the signatures but did not personally assist further. Another staff member, Sihle, pointed out that there was no signature available on the slip to compare. Even then, Mamelo did not return to resolve the matter and simply continued with what she was doing. I was left waiting for nearly 20 minutes for a refund that could have been processed much more efficiently. It appeared that Sihle had the authority to assist but was unable to proceed because the manager failed to provide the necessary support and authorization. I found the entire experience unprofessional, insensitive, and lacking basic customer care. As a customer carrying a sick child, I expected understanding and efficient service. Instead, I was met with delays, poor communication, and a lack of urgency from management. This was my first experience with the Dunns store at Protea Gardens Mall, and unfortunately, it has left a very negative impression. I am disappointed that a simple lay-by cancellation was handled in such a manner. Had I been making a larger purchase, I would have serious concerns about the level of customer service I could expect from this store. I trust that this matter will be investigated and that appropriate steps will be taken to improve customer service standards at this branch. Yours sincerely, Lebogang Mokgosi Contact Number: *** Date: 23/06/2026