Formal Complaint Regarding Distressing Incident at Mr Price Cape Gate Store – 21 November 2025

Dear Mr Price CEO,

I am writing this letter to express my deep disappointment and distress regarding the unacceptable service my children and I received at your Mr Price store in Cape Gate on Friday, 21 November 2025 at approximately 19:30.

One of your employees, who later identified as Asanda, mishandled my children when they attempted to use the fitting room. She became extremely rude, raised her voice, and shouted at us, stating that the fitting rooms could not be used as she needed to clean and mop the floor because the store was closing at 20:00. This occurred despite the fact that there were still 3 to 4 other customers behind us also waiting to use the fitting rooms, and it was still well within operating hours.

What was even more distressing is that the store manager, Cindy, arrived to manage the situation but failed to do so. Asanda continued shouting and speaking over the manager, while Cindy stood by helplessly and made no effort to restore order or protect customers. This lack of leadership and control reflects extremely poor management and unprofessional conduct.

This incident took place on a day of GBV shutdown awareness, yet my children, aged 14 and 9, were subjected to aggressive and abusive behaviour that left them traumatised and fearful. I am deeply offended by this conduct and remain shocked that such behaviour is tolerated in your store.

I demand a public apology from the employee Asanda to my children and to myself. Failing this, I will pursue formal charges against the store and will not hesitate to share the video evidence with the public to expose the treatment customers receive at Mr Price Cape Gate.

Attached is my slip as proof that I was present at the store on the stated date.

I strongly urge Mr Price to urgently invest in customer care and conflict management training for staff, especially managers who are clearly unfit to handle such situations professionally.

I am still in disbelief and expect to hear from your office with a clear way forward and corrective action.

Yours sincerely,

Ms Unathi Dlepu

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