Poor service & no refund

Poor service, lack of accountability, and blatant disrespect. Order No:59091 Details: - Order Placed: 15:44 - Branch: Sunningdale Spar, Cape Town - Delivery Slot: 16:00 - 17:00 - Reservation Fee Paid: R23 (for delivery before 17:00)

I am reporting an extremely disappointing experience regarding my order, which highlights poor service, lack of accountability, and blatant disrespect.

Incident Details: 1. Delayed Delivery: At 17:05, I had to call the branch to inquire about my order, which had not yet arrived despite paying a reservation fee for on-time delivery. I was informed by a customer service representative that the driver had multiple deliveries, which delayed my order. This explanation did not align with the driver's confirmation that my order was his only delivery.

2.Disrespect for Pronouns and Identity: During the call, the representative repeatedly referred to me as “ma’am” despite my clear corrections that I am a man. This was extremely disrespectful and dismissive of my identity.

3. Misleading Information and Blame-Shifting: After my initial call, I received an email stating my order was out for delivery, suspiciously timed immediately after my complaint. My order was only delivered at 17:24, over 20 minutes later, contradicting the claim that the driver had multiple orders. When I confronted the driver, he confirmed my order was his only delivery, making it clear that the branch was shifting blame onto him unfairly.

4. Unhelpful Management: I called again to report my dissatisfaction and was transferred to a manager named Pieter. He was unhelpful, offered no solution, and continued to blame the driver. Upon reviewing my email, I discovered my order had only been dispatched at 17:18, further proving the branch's negligence in fulfilling the reservation slot.

When I suggested returning the order due to its late delivery, Pieter promised to contact the driver's manager and provide feedback. However, I have yet to receive any follow-up.

5. Disrespect and Poor Communication: The first representative’s continuous disregard for my pronouns and identity was deeply offensive. The manager, instead of resolving the issue, ended the call abruptly while I was speaking and never called me back to inform me of the outcome of his call with the manager of the driver. This clearly shows that they blatantly blamed the innocent driver for their negligence.

This experience demonstrates a severe lack of professionalism, accountability, and respect. Not only was my delivery delayed despite paying extra for timely service, but I was also subjected to disrespect and false information. The branch’s unwillingness to take responsibility and the manager’s failure to follow through on promised feedback further reflect the poor service standards.

I urge higher management to review this matter seriously and address the following: - Provide a formal apology for the disrespect shown towards my identity and the poor service. - Investigate the staff’s handling of this situation, particularly their inability to accept accountability and the unfair blaming of the driver. - Implement measures to improve customer service, including proper respect for customers’ identities and accurate communication.

It’s also now more than a week later and I still have not received my refund, and the branch keep on blaming head office and no one want to refund me my money back.

I have also logged numerous mails on the Spar 2 U website but no response yet.

I trust that this matter will be handled promptly and fairly. Thank you