Discontented customer

I am writing with concern regarding service delivery at your Brits Mall branch. This incident happened on Saturday (16 Nov 2019) and I have been contemplating if I should raise this or not, but I thought that if this is not going to be addressed, it is going to continue.

I went to Brits Mall and after buying the groceries, I stopped at your kiosk to buy 2 combos of sausage rolls. Not that I did not have money to go to any other restaurant, but because "I wanted a sausage roll", but believe me, I stood at the counter for 15 minutes and nobody was there to service me. I even called "hello" and "knock-knock" and nobody emerged behind the counter as I thought the person was maybe busy. I went to ask the whereabouts of your staff at Pick n Pay liquor shop because the kiosk is in front of the liquor shop, but they did not know where your staff was.

Then I thought to myself if I spent 15 minutes waiting for service, how many people went past there and found nobody to service them. Then while I was at the liquor shop waiting, I looked outside of the glass window and saw a gentleman also waiting and calling and I went and told him that I am also waiting for people whom I did not know what time they will come. We kept on waiting and after 20 minutes, two ladies who are working at this branch came and I told them that It was unacceptable that the customers must wait for them for so long and when they come they do not apologize and continue as normal. I told them that I would understand if there was only one person who was working that day, but if there are two of them, one had to go and one had to remain at the kiosk to service us and should relieve each other.

Can you believe the attitude I received there? They told me that they BOTH went to the bathroom and when nature calls it calls. I am now asking if nature called one, why the other one did not wait. I am not trying to be funny here, but I think they did not even care how they responded to me. I worked in retail for 5 years and I understand that the staff has to take turns to go to the bathroom.

I was so ****ed and I asked the gentleman I was waiting with to buy first although I was the first one at the kiosk. Shame, they dragged their feet and worked as if they did not care and did not even smile. After the gentleman had paid and collected his parcel, I stood there and the lady did not ask if she can help me. I had to ask if I should buy. Oh please!. I bought 2 sausage rolls even though I wanted to buy combos. because I saw that my presence and money was not appreciated and went to buy soft drinks at Pick n Pay liquor shop.

I am asking if you can please give training to them, to always be helpful and courteous to the people who are bringing business to that kiosk. They must be taught that a pleasant and positive attitude will take you a long way. I asked for both their names and the lady who was serving me said her name was Lerato and the lady who was at the back was Lebogang (If those are their real names). Please address this to the two ladies who were working on that day to change their attitudes because if I was a mystery shopper, they would have rated a zero.