MR Price - pure *********** on another level

Subject: Complaint – Mr Price: More Like Mr *********** & Unprofessional

Dear Mr Price Management,

Mr Price – more like Mr *********** and Unprofessional – with the worst customer service I’ve come across in years.

You advertise this product: Western Digital Elements 1TB Hard Drive https://www.mrp.com/en_za/western-digital-elements-hard-drive-1tb-***

Valid from 8th to the 10th August for woman's day

However, after calling:

Customer services twice

N1 City Mr Price Apparel

N1 City Mr Price Cellular

Century City Mr Price Apparel

Century City Mr Price Cellular

Somerset West Mall - who has stock 2 items according to your website ! However not a working store number to phone and verify they know what I'm talking about and if there is stock!

…the experience has been ridiculous.

Century City’s phone system is the worst on earth – crackling so badly I had to repeat myself constantly. It sounded like staff were smoking on the roof of the mall while talking through a cheap pepstore walkie-talkie.

After speaking to three different store employees explaining that I was enquiring about the 1TB hard drive shown on your own website, I was asked if I meant the 2TB version, then told you “ We don’t sell hard drives” and should call the cellphone store. When I asked for the number, staff couldn’t even give me that.

I eventually saw stock listed in Somerset West Mall’s cellphone store, but the contact number doesn’t even work. Who exactly is in charge of this chaos, and why do they still have a job? Is this just a to big to fail situation? That you couldn't be bothered to have proper customer services with people that can properly communicate

Let’s be clear:

I chased this item through two different customer service calls, two Mr Price Apparel stores, and two cellphone stores.

Not one person knew what I was talking about – even after giving them the SKU, the product code, and the actual webpage link.

Your call centre cannot provide working contact details for the stores you partner with and the lack of enthusiasm was nothing short of evident

This is beyond a joke. The ability to communicate clearly should be a basic requirement for anyone in customer-facing roles – as should using equipment that doesn’t make you sound like you’re on a space station in a storm.

I expect the following:

1. I get the 1TB Western Digital Elements hard drive at the advertised price, even if the special ends – because it’s your incompetence that’s prevented me from buying it.

2. Transfer the item to a store nearer to me.

3. You investigate and address the incompetence, poor telephone etiquette, and complete lack of product knowledge across your teams , it's shocking that your store in the one can't give me a contact number to the cellphone store in the same mall .

I will be sending this to your CEO and executive management next, including:

Mark Blair

Kevin Smit

Donovan Baney

Nicci Pollock

Natalie Wills

Ntswaki Motaung

South Africans may be used to poor service, but that does not mean we should accept it – especially not from a company of your size.

I have wasted my Saturday chasing down an item your own website says exists, only to find that not even with a SKU number can it be located. This is unacceptable.

I look forward to your urgent response.

Regards, Travis