Formal Complaint

Dear Makro

I am writing to formally express my extreme disappointment and dissatisfaction with the service I received at Makro Vaal during my recent visit.

While shopping, I noticed that pork meat was marked on special for R89, and I proceeded to take the item based on this displayed promotion. At the checkout, I was assisted by a male cashier (Cashier 1658), who conducted himself professionally and did his utmost to assist me. I would like to commend him for his patience and willingness to help.

However, the situation took a very disappointing turn when I queried why the discounted price was not reflecting at the till. The cashier appropriately sought assistance from his supervisor, Motshidisi. Unfortunately, her conduct was completely unacceptable.

When approached, Motshidisi responded with arrogance and a dismissive attitude. Instead of addressing the query constructively, she raised her voice and repeatedly asked rhetorical questions such as, “Why would the meat be on special?” despite the product being clearly marked as such. This interaction occurred in full view of other customers, including myself, and resulted in the cashier being belittled and embarrassed publicly.

I found this behavior deeply concerning and unprofessional. It demonstrated a clear lack of respect not only for her subordinate but also for customers witnessing the exchange. As a customer, it is uncomfortable and disheartening to observe staff being treated in such a manner. It creates a negative impression of the store’s work environment and management standards.

Furthermore, my initial concern regarding the pricing discrepancy was never adequately resolved. To this day, I still do not understand why the price of the pork did not reflect the advertised special, which adds to my frustration.

I strongly believe that Motshidisi requires immediate intervention in the form of leadership and customer service training. Supervisors are expected to lead by example, maintain professionalism, and treat both customers and staff with respect especially in a public setting.

This experience has left me extremely dissatisfied, and I hope that appropriate action will be taken to address both the conduct of the supervisor and the issue of misleading pricing.

I look forward to your response and to understanding what measures will be implemented to prevent such incidents from recurring.

Yours sincerely Katleho