Shoprite Milnerton, I hope is an isolated bad experience

The Shoprite in Milnerton has unfortunately been a disappointment, especially as I am a frequent customer. I recently had yet another unpleasant experience with a very unfriendly staff member in the bakery department. Her demeanour was unwelcoming, and the expression on her face made me feel decidedly uncomfortable while being served. She also assisted another customer before me, despite the fact that I was clearly first in the queue.

I reported this both in-store and to Customer Care. Initially, I felt encouraged by the response, but soon realised that the follow-up was just as slow as the service in the bakery. The person I spoke to promised either a call-back or an email, yet neither arrived. I had to phone again to log a second complaint, and only then was I given a service reference number.

Shoprite has made significant progress over the years, which is why this experience is particularly disappointing. Issues like this, if left unchecked, could undermine the good work the company has done.

I also find it concerning that the Customer Care department avoids communicating by email. They seem to rely only on phone calls, which raises the question of whether this is an attempt to avoid leaving a record that can be traced by management. When I returned the call I received, the person who answered simply said that it was “the phone for all staff”, which was confusing and did nothing to reassure me about the process.

As a loyal customer, I hope Shoprite takes these concerns seriously and restores the high standards many of us have come to expect.