Terrible Service from the Sales Consultant

Good day,

I am writing to formally raise a complaint regarding the service I received during my visit to your Makro Newmarket Alberton store yesterday 27th January 2026.

Upon entering the store, I was followed by a couple who were of a different race to me. I want to be clear that I am not attempting to frame this as a racial issue; however, the sequence of events that followed makes it important to note, as it may reasonably be perceived as preferential treatment by an observer.

A staff member who identified himself as Carl (name to the best of my recollection) walked past me and immediately approached the couple behind me, offering them assistance. After they declined, he continued with his duties and made no attempt whatsoever to offer assistance to me, despite me having entered the store first.

I subsequently addressed him directly and asked why I had not been offered assistance. His response was that he “thought I worked there.” This explanation is both unacceptable and unconvincing. At no point did he attempt to clarify, apologize, or recover the situation. I found this response dismissive, embarrassing, and reflective of a lack of accountability and customer service standards.

As a long-standing and loyal Makro customer, I was extremely disappointed by this interaction. I have made significant purchases at Makro, including a fridge and washing machine in December, a Kreepy Krauly purchased yesterday, and we regularly do our bulk grocery shopping at Makro. Incidents such as this call into question whether my continued support of the brand is valued.

I trust that this matter will be handled with the urgency and sensitivity it deserves, and that the staff member’s conduct will be addressed appropriately. At the very least, I would have expected a basic level of professionalism and an apology at the time of the incident.

I look forward to your response and to understanding how Makro intends to ensure that all customers receive fair, respectful, and consistent service.