Patronising Shoprite Manager

Good Day, I would like to express my dissatisfaction over the service I received today on the 28th of November 2018, from the manager of Shoprite Brittania in Durban. West Street. I called Shoprite Brittania at 17:35 today and was transferred to Fathima. I was informed she was the manager. I informed Fathima that I had done groceries at Shoprite the prior day (27 November) and among those groceries was 2litre cooking oil. When I got home I realised it was leaking. She asked me when I realised that it was leaking, and I informed her that I realised this at home. Then she said I went home and "ALL OF A SUDDEN" I realised that it was leaking. I then asked her what does she mean when she says "ALL OF A SUDDEN". She then quickly rep**** "okay, just bring the till slip and the oil". The telephonic conversation ended there. I walked to Shoprite and asked for her. She came to the front. When I told her we had spoken over the phone and I needed an explanation as to what she meant when she said "all of a sudden". I asked her to give me clarity on what exactly she was implying. At first she denied it and had a dismissive attitude toward me. I informed her that I do not even want an exchange anymore, instead I want an explanation on what exactly she was implying. She continued to avoid my question and tried to convince me that she was merely enquiring when I noticed that it was leaking. I then informed her that I had already explained this, and her response to me had been so I went home and "all of a sudden" the oil is leaking. I then informed her that by responding in that way she imp**** that I was lying. I then asked her why would I lie because I have the till slip and I know that I can ask for an exchange or a refund. Why would it be necessary for me to lie? She continued to patronise me and said she's sorry IF I felt bad. While she was saying this she was pointing a phone at me and was leaning against the counter and had her hand on her hip. And I informed her that her apology doesn't match her body language. Even the tone of her voice was filled with sarcasm. When I informed her that I do not appreciate her tone, body language and overall attitude she told me that I was "JUST BEING DIFFICULT". I then had to explain to her that she needs to take ownership of the fact that the way she spoke to me over the phone was not correct. Further to that I explained to her that she mustn't assume that since a conversation is telephonic she can get away with bad customer service. I also proceeded to inform her that she needs to admit that the way she spoke to me and handled my matter was not right, especially considering her rank at Shoprite and considering the training she has received at Shoprite . She should be an example to her employees. She rep**** that she was not willing to do that and I informed her that I would escalate this coz clearly she cannot evaluate her own atrocious behaviour. And she walked away. My question: is this the level of service one should expect from Shoprite? Where managers can just be callous and dismissive in the way they handle minor complaints. If a cashier demonstrated the attitude that Fathima did today I doubt they would still be employed. What then happens to managers who think they can treat customers as they please? Judging from Fathima's persistence and arrogance today I find it difficult to believe that there is any measure in check to discipline superiors who think they are superiors even to the customers they are supposed to serve. All of this happened in front of customers, Fathima didn't even invite me to her office to have a private conversation, maybe she felt I was not deserving of such respect. It was actually a trainee manager who kept pleading with her and I to go to the office. She ignored them, I refused because what was the point, she had already demonstrated that she doesn't care what people say. I am extremely disappointed and I am livid. I do not come to Shoprite to be treated like ******* by the manager. I come to Shoprite to buy goods at a reasonable price. I come to Shoprite because it is convenient, I can find everything in one shop. And for a bargain But this time I got a little more than what I bargained for, I also got a stinky attitude and bad customer service.

To end this I would like to thank the trainee manager who promptly handled my query, while Fathima was busy exchanging words with me. He also tried to mediate the situation. It's a pity I didn't get his name, but I wish him the best on his journey to become a manager. Clearly managers like him are needed, to cover up for loose cannons like Fathima.