Decline in customer service and overall standards

Dear Management,

I am writing to express my disappointment regarding the noticeable decline in customer service and overall standards at KwikSPAR Wood Drive.

My husband and I have been loyal supporters of this branch since it opened. We visit regularly and, in particular, have made it a tradition to purchase your Sunday lunch almost every week because we have always enjoyed both the quality of the food and the excellent service.

Unfortunately, our recent experiences have been extremely disappointing.

Incident Regarding Sunday Lunch Approximately two weeks ago, my husband and I visited the store for our usual Sunday lunch. A friendly staff member assisted us and served our meals. However, when she began wrapping the food, another staff member approached and spoke to her in isiXhosa. The staff member then informed me that I was not allowed to select chicken pie as one of the meat options.

This came as a surprise, as only one week earlier we had been allowed to choose chicken pie as part of the Sunday lunch.

Several staff members began discussing the matter among themselves in isiXhosa, and it was clear there was uncer*****y regarding the policy. The baker then came out and stated that if we wanted chicken pie, it would have to be the only meat item selected.

My husband requested to speak to a manager so that someone could explain why this option had been permitted previously but was now being denied. At first, it appeared that no manager was available for the bakery section. Eventually, a short gentleman with a beard passed by and informed us that he was the butchery manager, not the bakery manager. He asked the staff to show us the signage explaining the Sunday lunch rules, but the staff were unable to do so because no current signage was available and the only documentation they had was outdated.

My husband pointed out, in the presence of both the butchery manager and the baker, that the policy did not make financial sense.

He was allowed to take two slices of beef, priced at R399.99/kg. I had selected lamb, priced at R419.99/kg, along with one slice of beef, yet I was not permitted to have chicken pie, which was priced at only R159.99/kg. The baker explained that this was because “the pie has dough over it,” which seemed unreasonable and unprofessional.

After we asked what would happen, the butchery manager again stated that the matter was outside his department and that he did not know how to assist us. The baker then instructed the staff member who had served us to remove the piece of chicken pie from my already prepared plate and place it back into the tray. This was embarrassing and highly inappropriate.

At the tills, we asked whether there was another manager available to assist us. We were told by staff that there was someone who could help, but that he “does not like working with the public.”

This statement was deeply concerning and entirely unacceptable.

While waiting, I observed staff in the bakery section openly arguing about whether chicken pie was included in the Sunday lunch offering, confirming that employees themselves were uncertain about the policy.

The baker later approached us at the tills in an arrogant and dismissive manner and said that they would allow the chicken pie “this time,” but that we would not be permitted to select it again in future because “the pie has dough over it.”

Today, I visited the store again and was further disappointed by the poor attention to detail.

I purchased four items, and only one scanned at the correct price. The remaining issues included: One shelf label that was incorrect by approximately R6.00. Two products that were still advertised as being on special, despite the promotions having ended on Sunday. Outdated promotional labels that had not been removed.

It is truly disheartening to see how standards at this branch have deteriorated.

My concerns include: Rude and dismissive treatment by the baker. Staff uncer*****y regarding store policies. Outdated or missing signage. Managers who were either unavailable or unwilling to assist. Employees openly stating that management does not like dealing with customers. Incorrect shelf pricing and misleading promotions.

This branch clearly requires urgent intervention, better staff training, improved communication, and stronger management presence.

There was previously a very friendly female manager who consistently greeted customers warmly and offered assistance.

As a loyal customer, I am extremely disappointed by the way we were treated and by the lack of professionalism displayed. I hope this complaint is taken seriously and that steps are taken to restore the high standards that once made this branch a pleasure to visit.

I would appreciate a response regarding how this matter will be addressed.

Yours faithfully, Francois Gerber