Pathetic Lay-bye Service

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the extremely poor service I received at Mr Price, Loch Logan Mall, Bloemfontein, on 18 December.

I visited the store to collect a lay-bye that I had been paying for. I waited for approximately two hours without any assistance or resolution. Eventually, I requested that the lay-bye be cancelled due to the excessive waiting time. However, the staff member I believe to be the store manager refused to assist, stating that I was not the lay-bye holder, despite my explanation and the unreasonable delay.

Later that same day, I sent my son, who is the registered lay-bye holder, back to the store. Shockingly, after waiting for over an hour, the staff still claimed they could not locate the lay-bye. This level of inefficiency and lack of accountability is completely unacceptable.

As a result of this experience, my other son, who intended to purchase a cellphone at Mr Price, decided to take his business to a competitor instead. This incident not only wasted our time but also caused frustration and loss of confidence in your store.

I am extremely disappointed by the unprofessional conduct, poor customer service, and lack of urgency shown by the staff, particularly management. Customers should not be treated in this manner, especially after making a financial commitment through a lay-bye.

To make matters worse, my son was charged cancellation fee.

I request:

1. A full explanation of what went wrong

2. Immediate assistance with resolving and finding my lay-bye

3. Feedback on what corrective action will be taken to prevent this from happening again

4. I need that cancellation fee charged because this is due to the store negligence. I will further escalate this matter to the relevant ombudsman.

I trust this matter will be taken seriously and addressed promptly.