False Adverti*****t and Poor customer service

I am writing to formally complain about a very disappointing experience I had with SPAR Outeniqua regarding a cake order placed through Uber Eats. We ordered a cake specifically for a birthday. When placing an order through Uber Eats, customers reasonably rely on the products displayed as being available. In our experience, when an item is unavailable or there is a possibility that it may be out of stock, Uber Eats normally indicates this by displaying a message such as “likely out of stock.”

This gives the customer an opportunity to make an informed decision or select a replacement. In this instance, however, the cake was available for ordering on the platform, and we proceeded with the order. We were then put in a very difficult position after the order had already been closed and made available for collection by the Uber Eats driver, only to discover that the cake was apparently not available.

We attempted to resolve the situation by arranging a replacement, as the cake was needed for a birthday. Unfortunately, when we contacted the store, the response we received was extremely disappointing. The staff member who assisted us, Sinesipho, was not interested in helping us find a reasonable solution. Instead, she simply stated that there were “no cakes or desserts in the store.” What made the interaction even more uncomfortable was her repeated use of the term “mama” when speaking to my wife. Regardless of intention, this came across as unprofessional and dismissive, particularly when we were already calling the store because of a problem with an order.

The issue here is not simply that a cake was unavailable. Stock shortages can happen. The real concern is that the product was advertised and made available for purchase on Uber Eats when it apparently was not available, and there was then no meaningful effort from the store to assist us with an alternative.

This caused a significant inconvenience, especially because this was a birthday cake and therefore time-sensitive. Had the platform indicated that the cake was likely out of stock, or had the store updated its availability correctly, we could have made alternative arrangements from the beginning.

I have worked in the service industry for several years, and I understand that stock discrepancies and operational challenges can happen. However, I also understand that when something goes wrong, the customer service response is extremely important. A customer should not be left feeling as though their problem is an inconvenience to the staff. The appropriate response would have been to acknowledge the issue, apologise for the inconvenience, and make a genuine effort to find an alternative solution.

I therefore ask that management investigate: 1. Why the cake was still showing as available for purchase on Uber Eats if there was no stock. 2. Whether SPAR Outeniqua’s Uber Eats inventory is being properly managed and updated. 3. The manner in which our call was handled by Sinesipho. 4. What measures will be taken to prevent customers from experiencing the same situation in future. 5. What can be done to address the inconvenience caused to us, particularly given that the order was intended for a birthday.

I am raising this complaint because I believe SPAR, as a major retail and service brand, should hold its stores and staff to a professional standard when dealing with customers. I would appreciate a response from management addressing this matter rather than simply treating it as an issue with an individual order. This was an operational and customer service failure, and I believe it deserves proper attention. I look forward to hearing from you.