Extremely poor customer service

I am writing to formally express my dissatisfaction with the service I received at your Southgate and Sheet Street branches. I had a voucher from Mr Price and intended to use it to purchase electricity. To avoid any inconvenience, I called the Mr Price Southgate store during my lunch break to confirm whether they sell electricity. The staff member I spoke to confirmed that they do.

My concern stemmed from previous experiences at the Mr Price Junction branch, where only one cashier is trained to process electricity purchases. If she is unavailable, the other staff members are unable to assist. I was hoping this would not be the case at Southgate.

Upon arriving at the Southgate store and waiting in a long queue, I was surprised to be met with confusion from the staff, who asked me, the customer, whether they sell electricity. I requested to speak with the lady I had spoken to on the phone. She attempted the transaction three times and failed, eventually suggesting I try Sheet Street, claiming the system might be offline. I questioned whether they had been trained to handle such errors, and she admitted they had not, stating that it was the store manager’s responsibility to share such information, which had not been done.

I then proceeded to Sheet Street, where I was met with unprofessional and disrespectful behavior. I explained the situation to the cashier, who responded with a dismissive and rude attitude, asking, “Bathi uzo yenzani? Thina singena kuphi?” Her tone and demeanor were completely unacceptable. When I questioned her attitude, she responded further inappropriately, though I chose not to escalate the matter further.

Ultimately, I was unable to use my voucher and had to purchase electricity with cash at Pick n Pay, wasting both my time and fuel.

This experience was extremely frustrating and disappointing. It reflects a lack of staff training and poor customer service, which contradicts the values of excellence and customer care that Mr Price Group claims to uphold.

I no longer wish to use the voucher and request that it be cashed out. Additionally, I believe compensation is warranted for the inconvenience and fuel costs incurred, especially considering I made the effort to call ahead to avoid such issues.