Poor customer service - Mr Price Home KC branch

I hope this letter finds you well. I am writing to bring to your attention a disappointing experience I recently had at your Kenilworth Centre branch, specifically regarding the manager, Ganief.

I visited the Kenilworth Centre branch today to exchange a damaged clock that I was gifted by my son. It was still in the original packaging, unopened and I had the proof of purchase. To my dismay, instead of receiving the assistance and understanding one would expect, I was met with a dismissive and unhelpful attitude from Manager Ganief.

When I approached Ganief to request a simple swap or exchange for the damaged clock, he immediately questioned why I had purchased a damaged item in the first place! I was blown away. Rather than addressing the issue at hand, he went on to express doubt that anyone would buy the clock and insisted that I return it to the branch where it was initially purchased. I told him that in all the years I have been a customer, I have never been asked to return an item to the branch where I purchased it. I have been a customer since your doors opened!

The entire encounter was marred by Ganief's lack of empathy and customer-centric approach. Additionally, the atmosphere in the store was palpably unpleasant, with all staff members appearing miserable and uncooperative.

In contrast, my experience at the Cavendish branch was a breath of fresh air. I took the damaged clock there, and Nolu at the Cavendish branch not only acknowledged my concern but also happily facilitated the swap without any unnecessary hassle. It was evident that the team at Cavendish understood and prioritized customer satisfaction, making my shopping experience there a pleasure.

I urge you to address the lack of customer service standards at the Kenilworth Centre branch, particularly under the management of Ganief. Customers should not be made to feel unwelcome or discouraged when seeking assistance with damaged or faulty products.

I appreciate your prompt attention to this matter and hope that you take the necessary steps to improve the customer service experience at the Kenilworth Centre branch.

If I do not receive any response, I will be escalating this matter.

Thank you for your understanding.

Sincerely, Suaad Allie