Unhelpful Management

I would like to lodge a formal complaint regarding the appalling customer service I received at Mr Price Home in Mall of Africa, specifically from your 2IC, Anna. First and foremost, her name badge was on, but she had concealed her name, wearing it with the name part facing inward. This immediately raised concerns about her professionalism.

I made a purchase using my Mr Price account and was asked for my driver’s license to verify that the account had belonged to me. The cashier informed me that the system reflected my initials as PM instead of PDM. I requested to speak to a manager, and that's when Anna stepped in. She immediately stated that I couldn't make the purchase, and I was absolutely fuming as she did not even attempt to verify me by any other means. It was only after I instructed Anna to call the call center for verification that she reluctantly agreed, though she was extremely unhelpful throughout the entire process. The call center was closed on a Sunday.This issue was clearly on the system’s side, not mine, and yet she made no effort to resolve it.

To make matters worse, after contacting the call center, she told me again that I couldn’t make the purchase without even attempting to verify my driver’s license, my ID number, or whether all the details corresponded. Despite the fact that the issue was not my fault, Anna refused to deescalate the situation and made no attempt to assist me. Her dismissive attitude and lack of willingness to find a solution are entirely unacceptable.

I am extremely unhappy with how I was treated and can confidently say I will never step into that store again. As a paying customer, it is not my job to prescribe a remedy or solution to the issue. Anna’s complete failure to handle this situation in a professional and helpful manner has left a lasting negative impression.

I expect this complaint to be taken seriously and hope steps are taken to ensure this does not happen to anyone else in the future.

Sincerely,

Prinolin Manivasen

Account Number : ***

Contact: ***

Date of transaction: 2024/10/07 09:15:34