Bad customer service

Good day,

I would like to lodge a complaint regarding the poor service I received at Mr Price West Street Durban while trying to do a replacement card.

When I arrived at the cashier section, there was both a cashier and a supervisor present. I greeted both employees and they responded. Since I was standing closer to the supervisor, I directed my query to her, however she ignored me completely, kept quiet and looked down without responding. The cashier then looked up awkwardly and I had to direct my query to her instead.

After explaining that I needed assistance with a replacement card, the supervisor finally responded with attitude and stated that she could not assist me because replacement cards are done through an app and she did not have data on her phone. She then sent me upstairs to look for the people who usually handle replacement cards, instead of professionally assisting or escorting me to the correct department herself.

When I got upstairs, the employee there informed me that the supervisor downstairs was actually the correct person responsible for assisting me, and I had to come back downstairs with her.

I found the entire experience unprofessional, dismissive and embarrassing. As a customer, I do not expect to be ignored, spoken to with attitude, or sent around the store unnecessarily because an employee does not have data on their personal phone.

I believe staff, especially supervisors, should handle customers respectfully and professionally at all times. I hope this matter will be addressed to improve customer service going forward

The supervisors name with bad service is Khanyo, light in complexion and wears glasses

Kind regards