POOR SERVICE

Good Day

I would like to bring to your attention poor service that was received on Friday(14/12/2018) at Mac Eastgate. I was at the store to purchase a R500 gift voucher in return I received embarrassment and inconvenience. I had purchased the gift voucher for a colleague for Secret Santa which she attempted to use at the Edgars (Mac store) in Clearwater Mall on the 14/12/2018 itself, however it was empty. My colleague and I have since been telephonically liaising with both the Mac stores. They were unable to to assist us telephonically and had asked me to come in store to come to a solution. I live in the Vaal area and work shifts where I had finished at 18:00 this week, hence I tried to resolve the issue telephonically. I was informed by"Mac Eastgate that they were offline and that could have been the issue with the voucher not being loaded". However, the supervisor( Nonkululeko) was called to double the voucher being loaded and everything seemed to be fine when I made the payment and left the store. My question now would be if the systems were offline surely they would know that I was going to have an issue with the voucher and the supervisor should have informed me that the purchased couldn't have been made.

At the Mac store in Clearwater no attempt was even made to assist my colleague they just referred her to the store where the voucher was purchased (Eastgate). Mac eastgate had advised my colleague that they would forward her the report of the purchase to show to Mac Clearwater but Mac Clearwater told her to go to Mac Eastgate to resolve.

I am deeply disappointing by the fact that I had to request time off from work and travel to Eastgate inconveniencing myself and my colleague financially hence I had asked that I please get re compensated for my transport costs coming back there but was told that they do not have authority to do so. This had also put strain on my relationship with my colleague as it looked like I had given her an empty gift voucher.

I am failing to understand why the 2 stores could not resolve this issue in the background, I also cannot understand why the stores seemed technologically challenged as I could have scanned the relevant documents and the issue could have been resolved. As a regular customer I have never received nor expected such poor quality service especially from such a well-established brand.

Please find attached documents to support the above content and advise of your procedure in this type of situation.

Please feel free to contact me and my colleague regarding the above. Nadene ********** Adele **********

Your response will be highly appreciated