Musica is TRASH

If Musica is its people, then Musica is trash because the people it employs are trash. I say this because of the experience I had this week with the staff at your Rosebank branch. They were the trashiest, most unhelpful bunch of people I’ve ever seen representing a brand, and I came away less than happy with you as a result.

On Monday afternoon I bought a pair of headphones which I ended up not liking, so I decided to return them. Yesterday, when returning the pair for an exchange or refund, the staff looked at me like I was crazy and laughed at me like I wasn't making sense.

The one guy who “helped” me tested the headphones to see if they were still functional, and even made it a point to try find something wrong with them, like I broke them or something. In the background the others were laughing and making comments behind my back while I was trying to choose a new pair. I ended up not finding something I liked so I proceed for ask for a refund, and they point-blank refused.

This could have been because there was no manager present (a problem in and of itself), but the fact remains, there was no appeal to a higher authority, no sense of responsibility or care for Music’s customers from your staff, no effort to even attempt to find a way to help, just a flat-out "No".

One staff member even said in Zulu that “He'll buy something whether he likes it or not." Totally not cool, Musica. I ended up buying a more expensive pair because I had felt like I had been backed into a corner. Good job, making your customers feel intimidated and forced into a purchase rather than being comfortable in your store and happy with your service.

No. Guess what: this is 2018, I have a voice, I have choice, and I don’t have to take this. This whole experience has been TRASH; terrible; the worst. It’s soured me on your brand so much that I’ll never return to any of your stores.

As this is the age of online shopping and digital media, this is not the time for brick-and-mortar stores to drop the ball. You should be looking to make your in-store shopping experience as good as possible in order to lessen the appeal of shopping online, rather than making customers actively seek out impersonal, people-less electronic shopping experiences.

In case my message is not clear, you have lost me as a customer. And if your staff’s attitudes don’t improve, you’ll lose even more customers and we’ll see you closing your doors for good sooner rather than later. After this experience, I say that day can’t come soon enough. Good day.