Complaint Regarding Poor Customer Service at Hi-Fi Corporation The Glen Mall

Date: 8 May 2026

Dear Customer Care Team,

I am writing to formally lodge a complaint regarding the poor customer service my husband and I received at Hi-Fi Corporation, The Glen Mall branch.

On our visit to the store, we intended to purchase a WiFi extender and a heater. Before proceeding, we asked one of the staff members whether the store accepts Makro RCS cards, and we were informed that they do not. We then visited another store, but unfortunately they did not have the items we were looking for, so we returned to your store to purchase the WiFi extender.

We decided to try using the RCS card regardless, and the transaction went through successfully. We then decided to add a portable air conditioner to the purchase. However, instead of professionally explaining the payment procedure to us, the staff members and cashier repeatedly moved away to discuss the transaction amongst themselves in corners, making us feel as though we were being treated like ********s or suspected *****sters.

After keeping us waiting for more than 10 minutes without proper communication, we were eventually informed that purchases above R5000 require verification with RCS, and that the verification could not be completed because the RCS call centre was already closed.

My concern is not with the verification process itself, as I understand that procedures must be followed. My issue is with the lack of professionalism, poor communication, and the humiliating manner in which the situation was handled. At no point did the staff clearly explain the process to us. Instead, we were left confused and uncomfortable while employees openly discussed us amongst themselves.

The experience was so unpleasant that I decided to cancel the initial purchase. I was disappointed by the level of incompetence displayed by the staff, including the store manager, who also failed to provide clear guidance or proper customer service.

Customers deserve to be treated with dignity, respect, and professionalism at all times. I trust that this matter will be taken seriously and that appropriate steps will be taken to improve customer service and staff communication at your store.

I would appreciate feedback regarding this complaint and what measures will be implemented to prevent similar incidents from happening to other customers.

Yours faithfully,