Bad customer service

Good day, I went to buy a small cooler box at Mr price Mokopane on the 30.11.2022 at around 13:13 and was assisted by Khutjo who told me I need to produce my ID when purchasing using my store card. I did as requested and she told me due to the different surnames she cannot assist. I told her that about a year ago I had submitted my marriage certificate in the very same store for them to make changes and in my mind it is done I requested her to contact the HO. She calls and says there is a customer who wants to change her surname and they provide her with the email address for me to send the documents. For heaven's sake when you query you put the scenario and ask questions which was not done, the whole time the Store manager Mavis is here and does not care about anything and she left when I start asking questions... she is called back and still does not care about anything under the sun she is busy on her phone as if there is no frustrated customer in front of her. If the store manager does not care about consumers how do we expect the staff to behave? Aren't we supposed to be leading by example? When I left the store angry and cursing and went to Mr P sport some lady wearing Mr P uniform and a name tag Assistant Manager Lilly asked me what was wrong and I explained the whole story she apologised and provided me with a whattsup number to send my details so that I can be assisted. Why did the Store manager at Mr P home not intervene? As customers are we a burden to your staff that she cannot spare a few minutes to try and resolve the issue or atleast make me understand? what happened to the previous documents submitted?

I am really disappointed by the lack of service in the store that I know to be very helpful and good in customer service

I hope and pray that this is not the service that we will be subjected to going forward.

Thank you Lilly may your attitude rub on to all your colleagues in all your stores. Theresa Mmopane ***