Spar Gateway, Hermanus

Tops Liquor store

Good day, I would like to lodge a formal complaint regarding the customer service I received at your store. I purchased Bug Shots from Tops and, while I was walking through Spar, the product unfortunately broke inside my bag. I returned to Tops and approached the manager to explain what had happened. Unfortunately, the manner in which the manager handled the situation was extremely disappointing. His response was simply, “Not my problem,” and I felt that his tone and attitude were dismissive and unprofessional. I understand that the product may have broken accidentally and that the store may not necessarily have been responsible for the damage. However, I believe that, as a customer, I should still be treated with courtesy and respect when raising a concern. Even if the store could not assist me with the damaged product, the situation could have been handled in a much more professional and respectful manner. I am not only raising this complaint because of the damaged product, but more importantly because of the lack of customer service and the way I was spoken to by the manager. I would have appreciated him taking the time to listen to my concern and address me in a more appropriate manner. I would appreciate it if this matter could be investigated and the manager’s conduct addressed accordingly. Customer service should be about treating customers with respect, even when the outcome may not be in the customer’s favour. I look forward to receiving feedback regarding my complaint. Kind regards, Chineca