Complaint

Dear Focus Store Management ,

I am writing to express my disappointment and frustration with the service I received from one of your employees, Masindi, at the Focus Store located at 272 Church Street, opposite City Hall, Pietermaritzburg, today, around 1:00 pm. As a loyal customer and, ironically, a Pep store employee myself, I visited your store to purchase a few essentials - a 3-liter cola drink and some biscuits.

Due to the congestion of customers, I was transferred to another cashier, Lihle, who was assisting me with my transaction. I want to start by expressing my gratitude to Lihle, who was very professional and helpful throughout the process. However, just as I was about to pay, Masindi intervened in a confrontational manner, causing a scene and disrupting the transaction. This behavior was unprofessional and unacceptable, especially given that this is not the first time I have experienced poor treatment from Masindi.

Masindi displayed a terrible attitude, which reflects poorly on the company. When I tried to address the issue, I was insulted. As a loyal customer who frequently shops at Focus for my essentials, I am extremely disappointed in the way I was treated. I am concerned that if this behavior continues, I may be forced to take my business elsewhere.

I would like to highlight that Lihle's professionalism and excellent customer service were a stark contrast to Masindi's behavior. I appreciate Lihle's efforts in trying to assist me and hope that her excellent service will be recognized and rewarded.

I kindly request that you take immediate action to address this matter and escalate it to the relevant authorities within your organization. I would appreciate a thorough investigation into this incident and a response regarding the steps you will take to prevent such incidents in the future.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Sincerely, Zandile Dlamini