Unprofessional Conduct and Customer Humiliation at Shoprite Grassy Park by Management

I am writing to formally lodge a complaint regarding the unacceptable treatment I received at Shoprite Grassy Park on [18th October 2025], an experience that left me humiliated, disrespected, and deeply disappointed. On that day, I had woken up unwell, but at the request of my 70-year-old mother, a senior South African citizen, I went to purchase 16 Jive cooldrinks. I first visited Shoprite Southfield, where there was no stock, and then proceeded to Shoprite Grassy Park at approximately 18:00. In the Grassy Park store, there was a trolley with approximately 40 Jive cooldrinks. I selected 16, along with other items requested by my mother and a few personal groceries. After spending around 45 minutes in the store, I proceeded to the till with a nearly full trolley. At the cashier, I was abruptly informed by the supervisor, Samantha, that I was only allowed to purchase six cooldrinks. She immediately began removing the items from the counter without any empathy or explanation. I explained that I was unwell and had made a special effort for my mother, yet this was ignored. She then called the store manager, Mr. Adams, who openly humiliated me in front of staff and other customers, stating that I could only take six because “the buyer did not order enough stock.” I was shocked and embarrassed. There was no signage and no prior communication of such a limit, and no staff member approached me while I was shopping to inform me of it. Instead of handling the matter discreetly or professionally, Samantha continued removing the drinks with an attitude that made me feel as though I could not afford my own groceries. Mr. Adams simply stated that the store might have more customers before closing at 20:00 and walked away, offering no alternative solutions. Not once was I offered the option of a split transaction, which would have resolved the situation with dignity. As a Pastor and a Service Delivery Manager by profession, I have never been treated in such a degrading manner. I left that store feeling like a ******** rather than a paying customer. To make matters worse, when I called Mr. Adams afterwards to express how I felt, he showed no remorse. After leaving Grassy Park, I went to Shoprite Retreat, where I asked if there was a limit on Jive cooldrinks. They confirmed there was no limit, and I was able to buy what I needed without any issue. I am grateful for their professionalism, which stood in stark contrast to the treatment I received at Grassy Park. Service delivery is built on respect, empathy, communication, and customer care. Unfortunately, both Mr. Adams and Samantha failed in these basic principles. They clearly require urgent customer service and sensitivity training. Because of this experience, I am strongly reconsidering my support of Shoprite as a loyal customer.