Do better!

Yesterday I visited your MRP Home store in N1 City.

We did some shopping as we wanted to get things done before month end and the stores gets busier.

My mother who is a pensioner is the main account holder and I have a card that is linked to her account. I thought I lost the card, and previously contacted your call center to cancel the card end last year I think it was.

Yesterday whilst paying I noticed the store is quiet, (I think there were only about 4 customers in the store including us) and requested for a replacement card. The account holder who is my mother was in store, she had her account card and ID. I was present in store and had my ID with me. The consultant decides to tell me that she can’t do it because ITS GOING TO TAKE LONG, I couldn’t understand and asked her what she meant. She repeated to me that it’s going to take long to get a new card and call the head office. I decided I wanted to speak to the store manager and told her I would like a new card but the consultant is telling me it’s going to take long. The manger decides to reiterate that the process is going to take long as you need to call head office, I couldn’t understand why they just can’t do it regardless if it’s going to take long, the store manager was just standing on the floor at the time so you weren’t busy either.

My mother ended up saying but the store isn’t busy, taking into consideration that since we have been at the cash desk there hasn’t been another customer.

The manager eventually called the head office do deactivate my old card. What made me upset was the blatant disrespect, you didn’t even try to help me you immediately told me it’s going to take long, the system wasn’t offline or anything they just didn’t want to do it. Another note this happened after 4pm so it wasn’t like the store was closing, the store only closes at 7pm.

I worked in retail before and understand the challenges but I feel this was just laziness, I wasn’t asking for the moon and the stars, all I wanted was a replacement card.

When the manager eventually assisted me in the time period only 1 customer came to pay, so why was it an issue if it’s going to take long? Cause the entire process took about 5 minutes.

I bought the bedding, decided to go to another store and bought other bedding, later today I will be returning everything I purchased yesterday. This is so upsetting, the staff really needs some coaching on customer service.