Formal Complaint – Unprofessional Customer Service at Mr Price Sport, The Grove Mall

To Whom It May Concern,

I am writing to lodge a formal complaint regarding an extremely disappointing experience I had at your Mr Price Sport branch in The Grove Mall on Monday, 14 April 2025.

I visited the store to purchase my first-ever pair of swim goggles. Upon arrival, I noticed the clearly displayed in-store guide explaining how to choose the correct pair — advising that clear goggles are recommended for indoor or low-light swimming. Based on this guidance, I began searching specifically for a clear pair in the senior size range (as I am a 46-year-old man).

The senior goggles were divided into Silver (R129.99) and Gold (R149.99), but there was no mention or availability of clear lenses — only tinted ones. Three different staff members passed by without offering assistance. I eventually asked the third person, who immediately left a bad impression by loudly chewing gum with her mouth open, making it difficult to focus on our conversation due to the noise and manner.

I explained my confusion, showed her the store signage, and asked where I could find clear goggles. She flicked through a few options and dismissed me with a “We don’t have.” When I asked if she could check availability at other branches, she shouted across the store to another staff member and walked away without offering further assistance.

Thankfully, the colleague she shouted for was someone I had dealt with previously when looking for a rash vest — a helpful, friendly, and professional woman. Even though she was clearly busy with other work, she made time to assist me. She checked the store racks thoroughly, looked online on a tablet, and confirmed that no clear goggles were available. She also mentioned that this has caused confusion before, and that she had raised the issue with the manager but had never received any clear feedback. I appreciated her honesty and effort.

After trying several other stores in the mall with no luck, I returned about 30 minutes later and decided to purchase the Gold senior goggles. Unfortunately, the same chewing gum staff member was now at the till. She processed the transaction using a mobile speed point, and after a couple of tries, the payment went through.

She then handed me only the speed point slip. When I asked for a proper receipt, as I’ve always received at Mr Price (including at Mr Price Sport in Menlyn on 10 April at 18:21), she dismissively said, “That is the slip.” I explained this is not what I’m used to, expecting both the speed point slip and the printed store receipt. She then pulled the slip closer, pointed out the date, product description and amount, and sarcastically rep****, “Yes,” when I asked if this was the new standard format.

At that point, I told her I would take the slip, but made it clear that I felt she had been unwilling to help me from the beginning. She responded with attitude, asking me: why? to which I stated that from brushing me off earlier, to now being dismissive about the receipt and not even acknowledging the confusion caused by the lack of a standard receipt, as my reason.

As I was putting the slip in my bag, I thanked the helpful employee once more, then turned to this staff member and stated plainly, “and your service is DISGUSTING.” I then walked away. She proceeded to mock the situation loudly with her colleague, laughing out loud as I exited the store.

This specific staff member (whose name I could not care less to know) clearly has no regard for customer service, is completely unprofessional, and appears to be at work simply to collect a salary, not to assist customers. Her chewing gum loudly, yelling across the store, brushing off queries, being sarcastic at the till, and mocking a customer afterward is inexcusable — and frankly, disgusting.

On the other hand, the second employee should be recognized for her professional and helpful conduct under difficult circumstances.

I expect this matter to be taken seriously and for appropriate action to be taken. I suggest that your product labeling and availability (especially around clear goggles, per your own signage) be addressed, as it creates confusion for both customers and staff.