staff who are bullies

Yesterday 29/08/2018 myself and my mother who has been one of your clients for many years now , walked into one of your stores Rage Store Alberton City and walked into the store like usually to make a purchase. We walked in and immediately we were helped by the sales assistants who were on the floor and made it such a pleasant experience like usual, we then proceeded to the till to pay the item we wanted to purchase. We were helped by this young lady whom my mom your asked the cashier to kindly check on the system the amount that is due on the system the lady proceeded and printed us the longest slip from when the account was open , my mom then asked here was she not able to check the amount due on the system without printing the slip as we were on a hurry. The sales assistant said no she can’t cancel it we must wait and so we did , then the amount due was visible on the slip , my mom then requested to purchase first and then make the amount due payment after the purchase. The sales assistant said that a purchase cannot be made because the account has insufficient credit so we asked her how because the payment was made in the beginning of the month it is reflecting on the slip she printed she was unable to reply. So the account slip reflected the following amounts which we read to her opening balance was R 384.99 and amount due was R200.87 overdue R36.03 = R236.90 which is due currently we then told her we fail to understand what all this meant and she needed to provide us with and explanation, to our surprise she rolled her eyes at us and was not able to give us and explanation.

My mom then asked her is there a problem because now she is making short and long faces through facial expressions because what we are asking for clarity. So my mom was asked actually what is going on because the level of service was not great from the beginning because we asked for the amount due and she printed the account slip instead of communicating by saying the system doesn’t have that functionality and therefore that is why the account slip must be printed which may take a while and can she proceed? now my second request is why is the account has insufficient credit my mom said she was a bad communicator then she (sales assistant) rep**** ARE YOU GOING TO TEACH ME HOW TO SPEAK BECAUSE I TOLD YOU EVERYTHING ITS NOT MY FAULT YOU CANNOT UNDERSTAND. We requested for the manager Aphiwe who came as we tried to explain with the dissatisfaction, the sales assistant was speaking over my mom and shouting at us in front of Aphiwe who didn’t not reprimand her to give my mom a chance to speak then I intervened and asked the sales lady to be quiet because she failed to assist us now that the manager is her can she allow us to speak and allow the manager to help us , she still continued shouting at us and Aphiwe (sales assistant and my mom had an exchange of words which almost lead to a physical altercation between my mom and sales assistant. Luckily Aphiwe and I were there to stop it all , mind you the store is not empty customers are witnessing all of this drama. Aphiwe managed to explain how the account was overdue and what overdue means , she even proceeded to advice how we can avoid the account being overdue. Aphiwe was lovely what a pleasure to deal with cannot say the same for the sales assistant. It’s so sad that a good experience was turned into something nasty just by having poor knowledge and being too arrogant and proud to ask for help from her colleagues or store manager. I myself was actually disgusted by all imagine the other customers in the store who were there who probably didn’t end up buying and actually left the store after witnessing the drama. This is a serious matter and I would like it to be addressed and feedback to be provided (kindly reply to all my mom is also on the email) with the resolution of all this , the sales assistant is not a good brand ambassador for Rage SA it also makes me think how many people does she treat like this who came into the store , its employees like this who prevent stores from meeting their sale targets due to bad attitudes.

1. My concern was what kind of people do hire whom are allowed to be rude, disrespectful raise their voices at customers , provoke customers with offensive language 2. What kind of people do you hire who bully the store managers in front of customers and shout at their managers in front of customers 3. The sales assistant for me has no emotional intelligence is training not provided for that ? 4. The sales assistant failed in terms of product knowledge is training not provided for systems as well ? 5. The sales assistant has no client servicing etiquette 6. My concern is why the sales assistant have no tags so that they can be easily identified 7. Last but not least we request an apology from the sales assistant