UNSAFE FOOD, NEGLIGENCE, AND UNPROFESSIONAL CONDUCT – OBC KATLEHONG CROSSING MALL

I am writing to formally lodge a complaint regarding both the quality of food sold and the unprofessional and unacceptable treatment I received from staff at OBC Katlehong Crossing Mall.

On 21 May 2026 at 11:51 AM, I purchased 3kg of chicken for R138 from the above-mentioned store. I immediately went home and placed the chicken in the freezer.

Later that day, my family prepared and consumed a portion of the chicken. That same night, before midnight, multiple family members began experiencing stomach discomfort, bloating, and constipation.

The following day, we attempted to prepare the chicken again, this time taking extra precautions by boiling the chicken twice and rinsing it thoroughly before cooking. Despite these efforts, two family members again experienced similar stomach problems.

It was at this point that we realized the chicken was not safe for consumption. Although the meat appeared fresh while packaged, once cooked it produced an unpleasant smell and an unappealing taste, which is not normal.

I reported the matter via OBC’s Facebook page, and I was later contacted by a representative from head office on 25 May 2026. During this call, I explained the situation in full and was instructed to return to the store for an exchange and compensation, and to speak to a person named Miguel at my convenience.

Due to work commitments, I was only able to visit the store on 28 May 2026. Upon arrival, I was directed to a staff member at the entrance. I approached her respectfully and explained the situation. However, she informed me that Miguel was unavailable and made no effort to contact him or assist me further. Instead, she instructed me to leave my contact details and wait for a call. I comp****, leaving both the chicken and the receipt, yet I received no communication thereafter.

It is important to note that I incur transport costs of R16 per trip, and I live far from the mall. Despite this inconvenience, I returned again on 29 May 2026 at 9:00 AM.

On this second visit, I was again met with poor attitude and resistance from the same staff member, who attempted to send me away without resolution. When I requested her name for reporting purposes, she refused to provide it.

Only after I insisted on assistance did she call another staff member, who then contacted Miguel. When Miguel returned the call, I was forced to repeat my complaint yet again, despite the matter already being communicated by head office.

During this call, Miguel displayed a dismissive attitude and claimed he had been waiting for me for a “long time,” which is inaccurate as only two days had passed and no specific return date had been agreed upon.

When I questioned this, he failed to provide a clear answer. Instead, he offered a replacement, which I declined due to the manner in which I had been treated. I then requested a refund.

Shockingly, while on loudspeaker, Miguel referred to me as a “*****” and instructed staff to refund me in a disrespectful manner. This was humiliating, unprofessional, and completely unacceptable.

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My concerns are as follows:

1. Sale of unsafe or contaminated food, which caused illness. 2. Failure of store staff to properly handle a valid customer complaint. 3. Repeated inconvenience and financial loss due to transport costs. 4. Refusal of staff to identify themselves when requested. 5. Verbal abuse and insult from a manager (Miguel). 6. Lack of accountability and poor communication from both store and management.

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I hereby request the following:

- Reimbur*****t of transport costs incurred due to repeated visits. - A formal written apology from the store and the individuals involved. - A full investigation into the quality of meat sold at this branch. - Disciplinary action against the staff involved in this incident.

If this matter is not addressed urgently, I will have no choice but to escalate it further through:

- The National Consumer Commission (NCC) - Consumer Goods & Services Ombud (CGSO) - HelloPeter and other public platforms - Relevant media outlets

I trust that this matter will be treated with the seriousness it deserves.

Sincerely, Thapelo M. Moleleki ***