Complaint Regarding Poor Service and Promotion Handling – Shoprite Town Centre

Dear Shoprite Customer Service,

I would like to formally lodge a complaint regarding my experience today at your Town Centre branch (inside the mall).

I visited the store to purchase items included in your current R100 promotion (including eggs, butter, bread, and other items). However, the store did not have the bread available, which forms part of the advertised promotion.

When I raised this with staff, I was informed that they could not assist me. I then requested to speak to the store manager, who after I asked for his name was identified as Mr Maarman. Unfortunately, the interaction was not helpful. Instead of offering a solution, I was told that accommodating my request would result in “shrinkage,” which was presented as the reason no assistance could be provided.

As a customer, I find this response unacceptable. Store operational issues such as stock shortages or shrinkage should not negatively impact customers, especially when promotions are being advertised.

I suggested reasonable alternatives, including:

Allowing me to purchase the promotion and collect the bread at a later stage Checking availability at nearby branches However, no effort was made to assist or provide any workable solution.

After I had suggested the manager check at other branches for the bread then only they made an effort

I believe that when a promotion is advertised, the store has a responsibility to either:

Ensure sufficient stock is available, or Offer fair alternatives when items are unavailable The lack of assistance and unwillingness to resolve the issue has left me extremely dissatisfied.

I request that this matter be investigated and that appropriate steps are taken to improve customer service and promotion handling at this branch.

Kindly advise on how this situation will be resolved.

Kind Regards

Faranaaz

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