Customer Service Complaint – Failure to Assist After Confirmed Item Reservation

Item: Mr Price
Rating: 1
Author: ELE D

I would like to express my disappointment regarding the service I received at Mr Price Glen Mall yesterday.

Earlier in the day, I called the store and spoke to Christine regarding a pair of boots in size 5. I was informed that the store had the boots in stock and that they would be put aside for me as I would arrive around 4pm.

I travelled from Soweto to the store and arrived at approximately 3:50pm. When I got there, I advised the staff that I was there to collect the boots I had called about. I was then told that someone was looking for them. I waited from 3:50pm until about 4:25pm without receiving any feedback, assistance, or apology. One staff member was kind enough to offer me a chair, but no one came back to update me on the situation.

What concerns me most is that the boots were supposedly available and set aside when I called, yet I was left waiting for over an 30 to 35minutes with no communication. I eventually left the store feeling ignored and disappointed.

I believe customers deserve better communication and service, especially after making a special trip based on information provided by the store. I would appreciate it if this matter could be investigated and addressed.

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Replies (2)

ELE D's updateReviewer Update

04 Jun 2026, 07:07

Mr Price The Glen Mall - What makes this experience even more disappointing is that I travelled from Soweto to The Glen Mall specifically because I was assured over the phone that the boots in size 5 were available and would be put aside for me. This was not a short trip, and I would not have travelled that distance if I had not been given that assurance. Upon arriving, I was left waiting for over 30 minutes while Christine and Sydney supposedly looked for the item, yet no one provided an update, explanation, or apology. Instead, they disappeared into the storeroom and left me standing there without assistance. I eventually left feeling angry, disappointed, and completely disregarded as a customer. The lack of communication, professionalism, and basic courtesy was unacceptable.

ELE D's update04 Jun 2026, 07:07

Reviewer Update

ELE D's updateReviewer Update

04 Jun 2026, 07:10

I would also like to point out that I would not have travelled such a distance for a pair of boots if I did not genuinely need them for an upcoming event. I re**** on the information provided by your staff when I was assured that the boots were available and had been put aside for me. Because of the poor communication and lack of consideration shown by the staff involved, I was left disappointed and without the item I needed. In all my years as a customer, I have never experienced such poor service. What upset me most was not only the inconvenience but also the complete lack of communication, urgency, and courtesy. At no point did anyone apologize, explain the delay, or make any effort to resolve the situation

ELE D's update04 Jun 2026, 07:10

Reviewer Update