Bad Bad customer service handling complaints plaints

I am writing to formally express my disappointment regarding the poor service I received at Hatfield Plaza Pick, n Pay after my phone was ****** on Tuesday around 15h00 through what appeared to be finger-pocketing while I was shopping.

What upset me the most was not only the incident itself, but the manner in which it was handled by the security personnel on duty. The security lady who assisted me showed very little sympathy or urgency regarding the situation. It took a very long time before any attempt was made to check the cameras, and when she eventually did so, she only returned approximately 45 minutes later to inform another officer at the door that she “couldn’t see anything.”

When I politely requested to view the footage myself for closure and understanding, she dismissively responded over the radio, saying, “If I can’t see anything, what are you going to see?” I found this response extremely unprofessional and insensitive, especially considering the distress I was already experiencing.

To be completely honest, the entire situation made me feel as though this could have possibly been an inside job because there was absolutely no empathy, urgency, or proper escalation from the staff involved. No line manager or supervisor was called or informed about the incident at any point.

The only feedback I received came from the male officer stationed at the door, who at least attempted to ask the female officer to come and personally explain the outcome to me. However, in vernacular over the radio, she responded that she did not see the need to come because she had already told him to relay the message to me. I was honestly shocked by the level of dismissiveness and lack of customer care shown during such a stressful moment.

I work with customers on a daily basis myself, and I strongly believe situations like these should be handled with empathy, urgency, and professionalism. While I was not expecting special treatment, I certainly expected basic customer care and support.

I hope this complaint will be taken seriously and that staff members can receive better customer service training for handling incidents of this nature in future.