DESPICABLE CUSTOMER SERVICE

On the 3rd of January 2018 my fiance and I stopped at our local Foschini branch at the Phoenix Plaza in Durban KZN. The purpose of the visit was so that my fiance could purchase some cosmetics that had been displayed at the branch. After selecting and choosing the products my fiance had to hold all these nail polishes and lipsticks among other things in hand (as there was no baskets in sight nor was there anyone advising accordingly). As a result one of the nail polishes fell accidentally from her hand breaking upon hitting the floor.

She was upset and i told her not to worry as i would pay for it. I enquired immediately to speak to the manager and the staff could not adequately determine who i should speak to as the manager was apparently on leave. A lady by the name of Raylene( i presume that this is her name as it was the same lady who captured the sale and that was the name on the receipt ) came by and i informed her that i would like to pay for the broken nail polish and that i would like to know the price of it.

She went away and did not return to attend to me. Another lady came to the cosmetic section of the store where my fiance and I were still standing waiting for " Raylene" to attend to us, and asked VERY ARROGANTLY which customer broke this. This resulted in the other staff pointing at my fiance and myself. I immediately asked this staff member, whose name i do not know, whether there was a problem to which she looked at me disparagingly and responded NO after pausing. Her condescending manner of approach and lack of courtesy given the fact that i am a customer was pathetic. i reiterated to her that the customer service stunk and that she should not address us nor stare at me in an uncourteousness manner. I became angry and told her that i was not her husband to which she responded she didn't have a husband.

If there was no problem ( SHE INSISTED THERE WAS NONE), why enquire which customer broke it. Nevertheless to enquire in a condescending manner so as to publicly insinuate that we are *********** is unacceptable customer service.

As a customer i would have expected first and foremost the staff assuring me that the matter will be dealt with, HANDING US A BASKET OR SOME FORM OF CARRIER BAG TO HOLD OUR ITEMS and serving us with a smile and courteous attitude.

There was no refusal to pay for the product, i did so immediately. The manner in which i was treated was disrespectful and resulted in my fiance and I leaving our remaining products down and walking out of the store after paying for the broken nail polish.

Also the fact that staff are ill informed as to the hierarchy of the store when the manager is not there is a sign of incompetence at best.No one apologised for the rude behaviour that instigated a foul mood from myself and left my shopping experience at this branch bitter.

I sincerely hope that Foschini at the Phoenix Plaza undergo training with respect to customer service etiquette and mannerisms as there rude and uncourteous behaviour will inevitably lead to the most diplomatic person loosing their cool.