Bad service

Subject: Formal Complaint — Unprofessional Conduct and Faulty Products at Foschini Fourways (13 Dec)

Dear Store Manager / Customer Care Team,

I am writing to make a formal complaint about an incident that occurred at Foschini Fourways on Saturday, 13 December, involving staff members Mpho and Thuli. I have been a loyal customer of Foschini Fourways for years and routinely spend over R30,000 per month across your product ranges. The way I was treated on this occasion — and the quality of items sold — was unacceptable.

Summary of incident - Date/time: Saturday, 13 December 2025 - Location: Foschini Fourways store. - Staff involved: Mpho and Thuli. - Issues: 1. Foundation shades: I purchased two foundations. Despite a colleague advising Mpho of my correct shade, Mpho sold me an incorrect shade. I discovered this only after purchase. 2. Estee Lauder Advanced Night Repair: I purchased two bottles; the second bottle was only half full. 3. Customer service: When I returned to the store to address the issues, both Mpho and Thuli were rude and disrespectful. I have video recordings of both staff members shouting in the store while other customers were present.

Requested actions I request the following remedial actions: 1. Immediate refund or replacement (my choice) for the incorrect foundation. 2. Full refund or replacement for the defective (half-full) Estee Lauder product. 3. A written apology from the store acknowledging the inappropriate conduct I experienced. 4. An internal investigation into the conduct and the product handling, and confirmation of any corrective actions or staff training to prevent recurrence. 5. Confirmation that you have reviewed staff procedures for product checks and returns to ensure product quality and customer dignity.

Evidence and attachments I have receipts for the purchases and video evidence showing the conduct described.

Timeframe Please acknowledge receipt of this complaint within 48 hours and provide a full response with proposed resolutions within 7 working days. If I do not receive a satisfactory response, I will escalate the matter to Foschini corporate customer care and consider sharing my experience publicly together with the video evidence.

Contact details Name: Porcia Adimorah

Email: ***

I value the relationship I have had with Foschini Fourways and hope this matter can be resolved promptly and professionally.

Yours sincerely,

Porcia Adimorah