PROTEA GLEN MALL MR PRICE BAD SERVICE

I had a very bad experience at your Protea Glen mall store.

Let me start by thanking Errol and Thabo for their effort , it doesn't go unnoticed. However I cant say the same for the manager / supervisor who were on duty .

This incidence happened on the 07/11/2020 at around 4:45 pm I went to buy items at the store using my store account as I have been a loyal and paying customer for many years . My store card is torn into 2 pieces though the card number , acc number and barcode are still very much visible which this wasn't insufficient enough for me to get any assistance .

Knowing the state of the card , I took my Id with incase of anything which I produced in order to prove that I am the account holder. Same was done at Westgate mall on the 3rd of November 2020. I was assisted with the very same card though the cashier called for someone to assist with a new card after making the purchase. I waited while the assistant was calling the head office in order to authorize the new card.

The call wasn't attended prompt and efficiently and I couldn't wait any longer so I told the assistant that I will make time to come again so they can complete the authorization and was advised to at least come in the morning so I don't get to wait long as I had already waited. I went out of the store as a happy customer.

I CANNOT SAY THE SAME ABOUT PROTEA GLEN MALL STORE.

I asked the cashier to check the credit available before I could make the purchase which she did but called the supervisor (which I may have concluded) to verify if she may proceed with the purchase using the very same torn card which she was able to check the credit with. The guy came and advised that the purchase could not be done and the head office is closed as it was 4:45 pm . I was adamant that I want the purchase to go through as I am in need of the items and travelling to Durban with my family on holiday . Again I had my ID with . I mean the head office was unable to be of any service when I was at Westgate so what assurance do I have that had I came before 4:30 I would have been assisted ?????

Errol then called "Dan" who said they unable to assist and could not even propose an alternatives or be off any sort of customer service. My frustration climbed the ladder because he was more concerned that the card was not signed as if I had never used the card at the same store or any other store before. He also said I can take his name down and send a complain to customer service.To him a signature was more valid than an ID. Maybe this only applies at MrP .Errol proposed to use the MrP app in order to enable me to make the purchase . He installed the app on my phone and tried his best to assist however the app was not responding. As I previously had the app we also tried resetting the password but still app wasn't of any assistance like "Dan" .

In between the process Errol tried getting hold of the accounts area manager by the name of Athian if I spelled it right but with no lucky . Bear in mind time is not on anyone's side. The store eventually closed the door and I was still inside. Thabo tried to save the day with resetting the app and registering but the app still did not respond . I was standing there like a statue on display . I have multiple email notifications of the password reset which also did not work . We used the MrP IPad but still the app would not respond successfully .

Errol tried calling the accounts area manager again and finally got through to him at 6pm . It was a very quick phone call which wasn't even given more attention to understand the situation and any ways to assist the customer who was in the store for over an hour and couple of minutes. I was told his response was that I must come tomorrow. If using common sense , had I had the time would I have waited that long in the store ????

My thing is , the card was able to function when the balance was being checked but later refused when the sale had to be processed. It mattered not that I had my ID with. It mattered not that I used the same card at Westgate , it mattered not that the same head office that was not in its working hours take their time to answer ,it mattered not that all along the card was being used without a signature, it mattered not that the very same MrP app wasn't functioning .

I walked out of that store empty handed . Do we call this customer service ???? Is this how customers are supposed to be treated ??? Is this dis-functional app / 2 minute noodle app my fault ??? Was my sale not important ? Wass my time not wasted ?

I want this matter to be looked into and note that I will escalate this matter as far possible as I can .