Formal Complaint Regarding Refusal of Service at Sasol Mabopane Station – Request for Clarification and Action

Dear Sasol Customer Service Team,

I am writing to formally raise a concern regarding an unpleasant and disappointing experience I encountered on the evening of the 4th of August 2025 at your Sasol Mabopane service station.

My daughter and I visited the store to purchase bread. Aware of previously discussed rules around in-store attire, my daughter stood outside and approached the counter, at the window outside to make the purchase. She was wearing a bonnet and pajama pants, appropriate for a quick and respectful stop at the station.

To my dismay, the cashier on duty refused to serve my daughter at the window, stating that she was inappropriately dressed. This was shocking because we had previously been served at the window, so have other customers. She was turned away and embarrassed, despite the fact that she posed no disruption to other customers. Ultimately, I had to insist on being served just to buy a loaf of bread for my family.

I would like to formally request:

A copy or reference to Sasol’s official policy on customer attire and store entry, if such a policy exists. This policy is published nowhere at the store. Clarification on whether Sasol allows individual service stations to enforce subjective dress codes, and if so, whether these rules are required to be clearly displayed for the public. A formal apology for the treatment my daughter received, which I believe was unfair and not in alignment with Sasol’s values of respect and service excellence. If this is a misunderstanding, I ask that the Mabopane branch be educated on how to engage with customers respectfully and without bias. I went inside the store, still in my pajama pants, took bread from the shelve and the cashier served me, immediately after serving a gentleman in his sleepers.

I trust that Sasol, as a leading South African brand, holds itself to high standards when it comes to customer service and dignity.

Please acknowledge receipt of this complaint and advise me on the next steps and anticipated time frame for resolution. I am happy to provide further details should they be required.

Thank you for your attention to this matter.

Sincerely, Mrs Tshegofatso