Complaint Regarding Poor Service at Motherwell Shoprite

Dear Management at Motherwell Shoprite,

I would like to express my frustration and disappointment regarding the poor service I received at your store this morning.

I arrived at Motherwell Centre at around 08:00 to attend to some banking. After completing my business at the bank, I went into Shoprite to purchase a few items for breakfast—large eggs, pork Russians and bubble bath.

The store was not particularly busy, yet the queues at the express tills were extremely long and slow-moving. To make matters worse, some customers in the express queue had more than the permitted 10 items. At the time, just before 09:00, there were only three tills operating.

I initially joined the queue at the express tills and waited for quite some time. When I realised that the queue was barely moving, I eventually changed queues. I also tried to pay at the cigarette counter, but there was no one available to assist me, so I had no choice but to return to the queue at Saneliswa Zindani's till.

It is completely unacceptable that I had to spend more than 45 minutes in queues simply to pay for three items. This was extremely frustrating and disappointing, particularly because the store was not busy enough to justify such poor service.

What made the experience even worse was my interaction with the lady in charge when I went to the manager's office to raise my complaint. Instead of acknowledging my concerns and apologising for the inconvenience, she appeared upset and was rather cheeky and dismissive towards me. As a customer who had already experienced poor service, I expected my complaint to be handled professionally and respectfully.

I was also told that there were seven tills open, yet at the time I needed to pay, I could clearly see that only three tills were operating. This raises serious concerns about how the store is being managed during trading hours.

I generally try to avoid shopping at Motherwell Shoprite during busy periods such as month-end and pension-payment days because the queues are consistently long and poorly managed. Management and supervisors should be more visible on the shop floor, monitor the queues and ensure that additional tills are opened when necessary.

I have had much better service at Shoprite Njoli, and the difference in customer service is noticeable. Unfortunately, the service at Motherwell Shoprite is becoming increasingly disappointing.

I would appreciate it if management could investigate what happened this morning and address the issues regarding queue management, staffing at the tills and, importantly, the manner in which customer complaints are handled.

Customers should not be made to feel as though they are an inconvenience when raising legitimate concerns. I hope this complaint will be taken seriously and that steps will be taken to improve the level of service at the Motherwell store.

Kind regards,