Unacceptable Conduct and Service standards

On 12 Sep 2025 around 6:00 PM, I purchased a pack of rolls from your bakery section via my son, as I work a late shift. Upon receiving the rolls, I was dismayed to find them stale and unacceptably hard,clearly unfit for sale. I immediately returned to the store to raise the issue and requested to speak with the Bakery Line Manager, Ms. Deborah Matlala.

Despite repeated requests and reminders from another manager that I was pressed for time due to work obligations, Ms. Matlala failed to attend to me. I waited for approximately 20 minutes without any acknowledgment or explanation. Only as I was about to leave did another manager offer a refund, which I accepted still without having spoken to the responsible manager.

This is not an isolated incident. I have previously raised concerns regarding the poor quality of food products at this store, including a direct conversation with the regional manager. Regrettably, not only have these issues persisted, but they appear to be worsening.

I find it unacceptable that a customer must repeatedly endure substandard products and be met with indifference when seeking resolution. I urge you to take immediate corrective action to address both the quality control in your bakery department and the evident disregard for customer service demonstrated by your management team.

I expect a formal response outlining the steps you intend to take to rectify this situation.