Disappointed and frustrated

Dear Sir/Madam, I am writing to formally lodge a complaint regarding a theft incident that occurred on [10 August 2025] at your [Pedros Randburg City ] branch, resulting in the loss of my cellphone and causing me significant distress.

On that day, while paying for food at the tap-and-pay machine inside the store, my phone was ******. No staff member came to check on me or offer assistance as the theft happened; I had to leave the store to try to chase the suspect, and only neighbourhood people came to assist. When I returned after a few minutes, I was informed of a disclaimer stating the store is not liable for theft — however, this sign is hidden behind a door and difficult to see. At no point did the staff show any sympathy or apology, only stating the CCTV footage had been sent to management. I have been informed that such theft incidents have occurred before, particularly on Sundays.

If this is true, I am deeply concerned about what measures the store has taken to protect customers. If the store has not reported these incidents to the police, or informed customers through clear warnings, how can customers be expected to protect themselves? Additionally, if thefts have been occurring repeatedly, it raises the question whether anyone inside the shop may be involved, and how the store plans to address such a serious concern. Given the store’s failure to provide adequate security, clear warnings, and customer care during the incident, I believe compensation for the value of my ****** phone is justified. I have reported the theft to the South African Police Service (SAPS) under case number [106/08/2025]. I trust you will treat this matter with the seriousness it deserves and look forward to your prompt response

And the sad part is I have logged a ticket on your system and it’s closed without any feedback.