Mbad service

To: Head Office / Regional Manager – Pedros chicken From: Lehlohonolo Moleele Date: May 3, 2026 Subject: Formal Complaint – Verbal Abuse and Misconduct at Mams mall

I am writing to formally report an incident of verbal abuse, ************, and unacceptable conduct by staff at your Pedros branch located at Mams mall on 3rd of May around 5:50pm. This complaint is submitted for formal investigation and resolution.

During my visit, I purchased a paella meal together with a full chicken ola meal. The Junior Manager on duty, Tshepang Mokwane, packed my order into a single, overfilled bag. Concerned about potential damage to my purchase, I politely requested that the items be placed into two separate bags.

My request was met with a dismissive response: This is how I pack!!! When I calmly reiterated my request, the interaction escalated unnecessarily and inappropriately.

In full view of other customers, I was subjected to the following remarks:

- You customers think you know what you want. - Customers think they are always right. - You are full of attitude. - Your attitude stinks. - You are full of ****.

These statements were unprovoked, disrespectful, and constitute clear verbal abuse. At no point did I behave in a manner that justified such treatment. I asked her to stop talking to me like that as I am a customer.

She said she does not care wether I'm a customer or not I should just take the bags and went.

When I requested to speak to the Store Manager, Tshepang refused and stated, “I am the store manager,” effectively blocking any attempt to escalate the matter. She further refused to provide her name when asked she then said I can read her name badge, and disengaged by walking away without resolving the issue.

Another Junior Manager, Tsholofelo (Tsholo), then attended to me. However, no apology was offered, and no effort was made to address the seriousness of the situation. When I questioned whether this reflected standard customer treatment, my concern was met with indifference.

I subsequently contacted the Store Manager via the number provided. The response I received was inadequate: no apology was issued, no accountability was acknowledged, and I was simply informed that she would “call Tsholo.” This does not constitute an appropriate managerial response to a complaint of this nature.

I must also note that this is not an isolated incident. There appears to be a recurring pattern of poor conduct and disregard for customer service standards at this branch, which raises serious concerns regarding management oversight and staff training.

Given the seriousness of this matter, I require the following:

1. A formal investigation into the conduct of Trepa and the staff involved 2. Written feedback outlining the findings of the investigation 3. A formal written apology 4. Clear confirmation of corrective or disciplinary action taken 5. Assurance that measures will be implemented to prevent recurrence

Please note that this complaint has been formally recorded and may be escalated further should it not be addressed appropriately.

I expect a response within a reasonable timeframe.