Poor Service & Safety Concern – Shoprite Cash & Carry Zandfontein

Dear Shoprite Customer Care

I am writing to lodge a formal complaint following an upsetting incident at your Shoprite Cash and Carry branch, 1599 Van Der Hoff Rd, Zandfontein, Pretoria West, on Monday 23 June 2025 just before 17:00.

I was shopping with my 5-year-old child. After paying R265 at the till, a tin of fish was discovered at the door that was not on the receipt. The tin had been unintentionally placed by my child near his seat in the trolley. It was completely visible and certainly not concealed.

When this was pointed out, I immediately offered to return the item, but staff refused and said I had to pay for it. They went on to: • Say my son was too old to be in a trolley • Accuse me of being annoying and said they were tired of me • Pressure me to leave my child unattended at the entrance so I could go back and pay This was a completely unacceptable and unsafe request

I ended up paying the R30 just to avoid more humiliation. I did not take the item and left it behind. I exited the store feeling very upset.

There was no attempt to conceal or ***** the item. Legally, there was no intent to commit theft. I was honest, cooperative and handled the situation respectfully, despite being treated like a ******** for an innocent mistake caused by a small child.

I am requesting the following: • A formal apology for the way I was treated • A refund • That the staff involved be properly trained on respectful customer service and store policy • That Shoprite clarify its policy on handling checkout mistakes involving children

I am a loyal customer and was shocked by how I was treated. I hope this matter will be addressed promptly and appropriately.

Sincerely Makhubele Tiyani