Complaint

Good Day I visited your Mr Price branch in Kraaifontein on the 06th October, came down the escalater from Sports Scene. Walk into the store, ask saw the item that I needed for a function the following day. I asked one of the assistants on the floor, her opinion about the item and she was very friendly and quite helpful. My nephew who was was also with me, commented that the young lady was indeed very helpful. We asked what time the store would be closing and she said at 8, At the time it was after 5. Left for Edgar's which is on top, I turned left and went up the escalate, the same way I came. When I returned at 6:17, Mr Price doors were closed, I knocked on the door and the lately advised that they are closed for stocktaking. I then rep**** and said that one of your assistants on the floor advised that you close at 8. She just looked at me and said no unfortunately not we close at 6 today. I asked to speak to the store manager and as I am still speaking, the last customer according to her is leaving the store. We waited for about 10 minutes outside at the door, she returned and let's us inside to wait at the door. Eventually after another 10 minutes, a lady approaches us, I asked if she was the manager and she said to me, rolling her eyes, no she is the assistant manager. With no introduction what her name is, I asked what her name was and she said Claudine, rolling her eyes. At this point I am looking at her thinking, Where's all this attitude coming from??? I'm not even shouting at her, speaking calmly, but in my voice you could hear that I was quite upset but more disappointed. I explained to her what had transpired and she looks at all the assistants who is busy with stock take, and asked me who this lady is. I said to her that I can't see all of then from where I am standing, but can take her to to the lady, she rep**** no that won't be necessary cause the shop is closed due to stock take and that there's been a sign on the door whole week advising clients about the operating hours for that specific day. She points towards the door and shows the small notice which any customer would not have seen coming from down from the escalater. I just responded and asked if there was any way that they can assist me cause why should I be inconvenienced due to her staff member providing me with the incorrect information. She looks at me again and replies no her tills are closed and I won't be helped. So firstly , I could have really turned that whole store upside down and shouted at Claudine but I didn't. I just left the store cause I couldn't believe that someone like that is part of your management??? No apology from her, more attitude than ever and rolling eyes that my nephew who is 21 said to me, that lady had alot of attitude for someone's staff member who was in the wrong. I worked in Retail for about 7 years , moved to banking which also forms part of Retail and never ever have I addressed a customer complaint like that. Claudine has definitely not been adequately trained to address customer complaints, not in such a manner. Her body language said it all which I was paying attention to mostly. "She had that I don't give a damn attitude". Which is totally unacceptable. Cause in my eyes she's represents the Mr Price Brand which means her actions reflects on the organization. Why am I logging this complaint? Not because I was given the wrong information, no ways, the assistants was lovely and that was of course a mistake from her end which her line manager or second in charge who is Claudine could have politely addressed and apologized for. I am logging this complaint because Claudine has really left me no choice to report her disgusting behavior and attitude. The cherry on the cake for me was when I tried to give her a description of the lady, cause she has a piercing inside her top lip which you could see when she speaks, cause I have seen her in that store before aswell. Claudine responded to me that non of her staff has piercings there, bot inside their mouths. Now this was the limit for me, cause firstly you treat me like I'm nothing, you have the worse attitude, rolled your eyes, no apology and just blows me off while I give her a distinct description. I do not want a call back from anyone from that store, I would like for someone in your service recovery department to contact me. I know that a root cause analysis should be done and some investigating before contacting me however I would really appreciate a call from head office. I am also requesting for a formal apology from Claudine herself as she really needs to be repremanded from her line manager. Also please do consider sending her on a customer service course and also conflict management as she is not fit for the role that she is in.