NEW POLICY OF NOT BEING ABLE TO TRY ON WHITE CLOTHING.

I am appalled with service received from - Mr Price Bayside, Tableview, Saturday 2nd November 2024.

My granddaughter wanted a pair of white pants, size 28. It was the only pair available in store. The staff refused to allow her to try them on. When I enquired the reason they cited a new policy that white clothing cannot be tried on as they get dirty as they have a problem with shop soiled items that cannot be sold. I enquired what we should do?, the assistant informed me that we can try it on in another colour. I explained that this was the last pair that was in the sale area.

I requested to speak with the manager, the assistant manager came and informed me they couldn't help due to this policy. I explained that this was the only pair of white pants in the store, and there were no alternative in another colour. The assistant manager said there was nothing she could do. I asked to speak to the manager again and was told he was out, but if I waited, he would return shortly. I followed the assistant manager, who fetched the manager from a side door, which looks like their admin area and stock room. Clearly he was not out of the store.

The manager approached me with a condescending and patronizing attitude, clearly disregarding me from the start. When I explained the situation, the manager simply said this is their policy and exists to prevent stock from getting dirty and that it cannot be sold afterward. I asked whether this policy was store-specific or from head office, and he instructed me to contact customer service. I requested the number for an area or regional manager, but he told me he cant give the number and to call customer service and directed a staff member to provide the number.

I called customer service while still in-store, spending 16 minutes on the first call, the person on the other side was going to contact the manager of the store and I was told to hold on. I kept holding on until the call was disconnected. I called back, this time I asked a name and spoke to Dudu, who tried to involve a supervisor but was unable to do so. The second call lasted 15 minutes. I spend over an hour in your store to try and resolve the matter. During these calls, other customers were also complaining about the policy. The manager then called security, seemingly to want to escort us out.

I informed customer service of the situation and mentioned I would record the incident if they tried to remove us. I informed them that I would go to social media with this as this was a impossible policy. They apologized but said there was nothing they could do except speak to the manager. I attempted to hand the phone to the manager, as customer service wanted to speak to him, but he refused, saying no and they could call him directly. I was told by customer service that there was no further assistance they could offer and that I should send an email to escalate the issue. Despite my explanation that this was the only pair of pants in the store and my granddaughter really wanted them, I enquired if there was no higher authority to assist, like an area or regional manager. I was informed that this was the process and that I need to mail and that there would a response once they have received the mail.

Throughout my time in the store, the staff were smirking and whispering among themselves, making a mockery of the situation while other customers also expressed frustration.

Is this the standard of service Mr Price aims for?

The pants where white and did have dirty marks on them but I would have had no problem purchasing them as I understand that things get dirty when people try them on and a good wash would have been no problem. So in essence you did not achieve much as the pants will most probably not get sold since you know have a new policy. I also left all the other items of clothing which I wished to purchase.

I worked many years for Miladys as a manageress, I can clearly recall in the late 80’s if memory recalls correctly when Mr Price and Miladys joined and the word “associates” became known to us, how customer service was focused and superior value was the buzz phrases to making the group become “The international retail company”.

I have been a loyal customer for many years due to my personal experience as an employee of the group. Today I put my head down in shame to see what has happened to the company that had such an inspiring vision.

If customers are not allowed to try on white clothing, why stock it at all? Perhaps the group should only sell coloured items instead.

With Policies like this, it is clear that you have lost touch with your consumers and what retail is all about.

I suggest you go back to training your associates as they clearly have no idea of customer service instead they think it is acceptable to make a mockery of complaints.

These kind of policies will be the beginning of the end of companies like the Mr Price group, considering that Temu and Shein is starting to infiltrate our country and many consumers are moving over to them.