Extremely Poor Customer Service at Shoprite Naledi

I am writing to formally raise a serious complaint about the unacceptable level of customer service at Shoprite Naledi. The situation at this store has become extremely frustrating and disappointing, and unfortunately it appears that poor service has become the norm. On many occasions the store is very busy, yet only two or three tills are open. Customers are left standing in long queues for extended periods of time, sometimes waiting well over 10 minutes just to be assisted. What makes this even more frustrating is that the floor manager is often present and can clearly see the long queues, yet no effort is made to open additional tills or improve the situation. It gives the impression that customers’ time simply does not matter. The Money Market counter is even worse. The waiting times there are extremely long and the service is painfully slow. Customers are forced to wait for unreasonable periods just to complete simple transactions. This is not an occasional issue — it happens regularly. The express till is another problem. In many cases it does not function as an express till at all. Even when customers have only one or two items, they are told to join the already long queues at the normal tills, which defeats the entire purpose of having an express till. Basic customer service and professionalism are also clearly lacking. Some staff members do not greet customers, and in some cases they do not even respond when customers greet them. This comes across as disrespectful and unprofessional. Another common issue is with cashback at the tills. Customers will wait in a long queue for a long time, only to be told when it is finally their turn that the cashier does not have cash available for cashback. Instead of offering assistance or directing customers properly, they simply tell customers to go check other tills, forcing them to start the entire queue process again. What makes this situation even more concerning is that when I visit other Shoprite branches, such as the one in Roodepoort, the difference in service is very clear. The staff there are more efficient, the queues move faster, and customers are treated with respect. This raises serious questions about the management and standards at Shoprite Naledi. From a customer’s perspective, it honestly feels as though the management and staff at this branch have become comfortable with providing poor service. Customers deserve to be treated with professionalism and respect regardless of which community the store is located in. I strongly believe the staff, including management, need proper customer service training and stronger supervision. Something clearly needs to change at this branch because the current situation is unacceptable. I hope this complaint will be taken seriously and that Shoprite management will investigate and take the necessary steps to improve the service at Shoprite Naledi.