Disappointing service

Dear Makro,

On Sunday, 15 July 2018, I visited your store and again experienced quiet a challenge with your cashiers. I purchased an item marked at R124 on the item itself but scanned at R169. When I identified this error I notified the cashier and requested that this be corrected. She told be to wait a minute and went off somewhere whilst I waited with my family (including my restless 5 month old baby). I waited for more than 15 minutes and when she got she told me she is going to get a supervisor to correct it. I'm not sure what she did in the time she had already made me wait. After a further 5 minute a supervisor arrived and they had a discussion in a language unfami**** to me and then the supervisor began walking away (supervisor did not greet or acknowledge my presence) to which I protested and asked to be advised of what was going on. The cashier explain that she was explain to her the matter around the pricing. The supervisor looked at me angrily and walk off. I run after her and stopped and again asked what was going on to which she rep**** she was going to process the refund but the refund till was on the other end of the store. There is no way i could have know this and she should have take a minute to explain what was going to happen. The cashier had by then already began assisting another customer. My husband insisted on going with the supervisor as we were tired of waiting for this to be corrected and the supervisor had no interest in prioritising this matter. The supervisor then indicates to us that the system price is correct and she is not sure where the price indicating R124 came from. I told her there were a few more of the same item with the same price sticker on them but she insisted that system price was right. We requested a return of the item as principally this was false advertising of the price of the product and I was not going to support this. She proceed to conduct the return and during this time she was extremely rude to us and spoke very harshly insisting that Makro does not use such price stickers. I asked for her name as I intended to log a complaint with head office to which she quickly removed her name tag and hid it in her pocket. I was very disappointed that staff in a service environment could lack such integrity. Whilst asking her to call a manage a Mr Nkosi (admin manager) witnessed part of the discussion and intervened by offering his assistance. We explained the situation and he offered to give us the product at the marked price however I was irate and already wasted valuable time at Makro for something that was not fault of fine and didn't want to waste anymore time or money there. He requested that the lady show us her name tag and indicated that he would address the matter with the supervisor named Portia Buthelezi. This is the second occasion whereby I have visited Makro woodmead and the cashier staff have display such poor quality of customer service. I've noted that cashiers are very disengaged , lack communication s****s and rude to customers. They almost never greet and communicate feedback to the customer. I've take the time to write this email in hope that you will address such poor instances of customer service and take the appropriate corrective measures with the supervisor Portia Buthelezi as this is someone expected to lead and guide subordinates with model customer service behaviour but cannot do such herself. This experience serious makes me reflect on my support to Makro and it will certainly take a lot for me to visit your store again.

Regards,

Karusha Pillay