Subject: Formal Complaint – Continuous Staff Misconduct, Customer Disrespect & Violation of Consumer Rights

To Whom It May Concern Subject: Formal Complaint – Continuous Staff Misconduct, Customer Disrespect & Violation of Consumer Rights

I am writing this complaint as a deeply frustrated and disappointed regular customer regarding the ongoing bullying, poor treatment, and blatant disrespect shown by your staff members. This issue has become a recurring experience and continues to happen openly in front of supervisors or senior personnel without any corrective action taken.

On 19/05/2025 at approximately 17:20, I visited your store to purchase two items. As a frequent customer, I’ve become aware that a designated kiosk tiller is typically used for small purchases to speed up service. However, to my dismay, two female staff members were using this same tiller for their own personal purchases—transferring money between accounts, engaging in personal conversations, and taking their time as if paying customers like myself did not exist.

When I respectfully asked to be assisted, one staff member, who had finished, was immediately followed by her colleague who abruptly cut in front of me without even acknowledging my presence. I pointed out that I only had two items and would appreciate a quick transaction, especially since she had finished her shift and should have used a staff-designated tiller (if available). Instead of assisting me professionally, the cashier responded with an uncalled-for attitude, making sarcastic noises and facial expressions that were demeaning.

She eventually processed my purchase but with utter disrespect—handing me my change and slip as though I was an inconvenience or, frankly, beneath her. Her behavior was not only disrespectful but humiliating and unprofessional. This is not the first time I’ve witnessed or experienced such treatment in this store. The culture of indifference and mistreatment of customers seems embedded and tolerated, and that is unacceptable.

As per the Consumer Protection Act 68 of 2008 (South Africa), particularly under Section 3(1)(a), consumers are entitled to fair, honest, and decent service. The Act explicitly states that "the consumer’s interests must be given due respect, and they must be treated with dignity and without bias." What I experienced today directly contradicts these rights.

I demand that immediate action be taken to address:

1.Staff conduct and attitude towards customers

2.Proper enforcement of designated tills and staff purchasing protocols

3.Respect and priority for paying customers

4.Accountability for supervisors who witness this and do nothing

I request a written response outlining the steps that will be taken to address this matter. Failure to act may result in this issue being reported to the National Consumer Commission and shared publicly on consumer rights platforms.

We, as customers, deserve to be treated with basic human decency. I trust this matter will be taken seriously and resolved promptly.

Sincerely, Peter Mashamaite