FORMAL COMPLAINT – UNACCEPTABLE STAFF CONDUCT, DISRESPECTFUL TREATMENT OF A CUSTOMER AND REPEATED POOR SERVICE

Engen Convenience Store – Kritzinger Avenue

I am absolutely disgusted by the manner in which my daughter was treated at your Engen convenience store today.

At approximately 17:43, my daughter entered the store to purchase a loaf of bread. She collected the bread and proceeded to stand in the queue, waiting to be assisted.

The next moment, the cashier loudly shouted "NEXT!" When my daughter approached the counter, the employee rudely remarked, "You must open your ears!"

Excuse me? Is this genuinely how your employees are permitted to speak to customers?

There is absolutely no justification for an employee to address a customer in such a disrespectful, condescending and humiliating manner. My daughter was there to make a purchase, not to be reprimanded or spoken down to by someone who clearly needs to understand the basics of customer service.

What makes this particularly concerning is that my daughter has epilepsy, and unnecessary stress and emotional distress are potential seizure triggers for her. Your employee had no idea of her circumstances, nor should she have to. Every customer deserves to be treated with basic courtesy and respect, regardless of their age.

I want to be very clear: this is not the first time I have experienced or witnessed unacceptable service at this establishment. I am genuinely fed up with the repeated poor attitude and lack of professionalism. It is becoming increasingly difficult to understand how this standard of service is allowed to continue.

I expect management to take this complaint seriously and:

1. Review the CCTV footage from approximately 17:43 to establish exactly what happened and identify the employee involved. 2. Investigate the employee's conduct and establish why she considered it appropriate to speak to a customer in that manner. 3. Address this behaviour directly with the employee and ensure that appropriate corrective action is taken. 4. Provide me with written feedback explaining how this incident will be addressed.

I am not interested in receiving a generic apology or a standard copy-and-paste response about how customer satisfaction is important to your business. I want this incident properly investigated.

Customers spend their hard-earned money at your establishment and deserve a reasonable standard of service. We are not asking for special treatment. We are asking for basic human decency, respect and professionalism.

I have reached the point where I will no longer overlook poor service or remain silent about it. Every incident deserves to be reported, and I intend to hold this establishment accountable for the standard of service it provides.

I expect a response from management and maybe some Corrective or disciplinary action and further monitoring of the service inside the shop.