********** SERVICE BY JADE FROM SPAR EXPRESS GATEWAY

Dear Spar at large,

Client service is the fundamental of success for any business in any industry. I find it highly disappointing that I must write and email detailing how poor the customer service was at the Spar Express, which is located at the Shell Garage in Umhlanga.

Between 08h43 - 08h44, I was at the aforementioned outlet to purchase a Telkom airtime voucher, I was assisted by JADE BONGIWE MAKOKONE. I greeted Ms Makokone with a warm smile and requested a R20 Telkom airtime voucher. MS Makokone advised me that they only have R10 airtime vouchers and went on to offer selling me two R10 airtime vouchers instead. I accepted this alternative with no objections, however, when I arrived at my place of work, I realised that Ms Makokone had processed the incorrect network - MTN instead of Telkom.

I decided to take walk back to the express outlet with the intention of having my issue resolved. I found Ms Makokone at her workstation and approached her to explain the mistake that she had made. Instead of offering me assistance, Ms Makokone was, instead, and did not offer me the opportunity to explain what had happened. Ms Makokone brought up a disclaimer about refunds not being offered on airtime purchases. This led me to believe that Ms Makokone had no intention of assisting me or acknowledging her mistake. Ms Makokone then directed me to her manager, refusing to listen to my explanation. Ms Makokone’s manager 'RODNEY' requested that I speak to JADE directly as he cannot assist me. I declined to interact with Ms Makokone any further as she was rude from our initial interaction and show no interest in helping me or listening to me. She refused to admit her mistake, or even acknowledge that a mistake was made, insisting that “she does not get anything wrong with airtime vouchers.” I tried to explain to Ms Makokone that I have never used MTN before, adding that I requested a R20 airtime voucher because I know that Telkom offers this airtime variation R20. I believe that Ms Makokone could have listened to my query first, instead of dismissing me rudely, and then advised me on the no return policy. Ms Makokone showed no empathy, remorse, or willingness to assist me, nor did she acknowledge her mistake, opting to arrogantly give me her full name and surname so I could lodge a complaint “if I wanted to.” I have never experienced such mediocre client service from any store. As much as they do not accept returns on airtime vouchers, I believe Ms Makokone could have handled the matter professionally without being rude and dismissive a client.

Kindest regards, GIFT MQADI ***