Dissatisfied Customer

To the attention of Senior Management:

I am dissatisfied with the service I received during my recent visit to your Canal Walk store.

We had chosen Markhams Canal Walk to purchase a suit for my son for a special upcoming event. Unfortunately, the store did not have his size jacket. The consultant, Sedi Mothibi contacted the Somerset branch on our behalf, where she was informed that they did not have any suit bags available. She suggested we return to Canal Walk to collect a bag, assuring us that we only needed to present a slip.

We spent both time and money driving to Somerset West to pursue this purchase and then returning to Canal Walk was a complete waste of time and inconvenience. My husband approached the same consultant, who was at the time very engaged in a conversation with a colleague. Rather than providing immediate assistance, she gestured for him to wait (by raising her hand) and then told him to go and collect the suit bag from the other side of the store. My husband very kindly requested that she assists as he was simply trying to collect the bag. Upon walking with the consultant to the other side of the store he was informed that there were, in fact, no suit bags available.

When my husband approached the store manager, Siyabonga Mbatha we learned that there was no stock of suit bags in any of your stores in Cape Town. This experience has left us feeling unfairly treated and disappointed. I believe that clearer communication and better customer service are essential for a positive shopping experience. I kindly request that you make arrangements for a suit bag to be available and delivered to me.

While I understand that stock issues can occur, I hope this matter can be resolved in a way that reflects your commitment to customer satisfaction.

I look forward to your response.

Sincerely, Cindy Neethling ***