Terrible customer service and poor Store Management, and incident follow up

Like most I know TOPS at SPAR is a usual go to for any occasion and liquor needs. Following the proceedings of laying our uncle to rest on Tuesday the 9th of January 2024, figured to get a few drinks to have in his honor. Grabbed what was asked by some of my family members, this from the Tops Spar located at the 5 Ways Mall in Empangeni. So incident occurred when passing one of the isle, basket I was holding clipped one of the whiskey bottles on the bottom shelf and broke. Proceeded to assist one of the staff members to clean, and apologised for the unfortunate mistake. This being an unfortunate occurrence in any retail space, but a norm. Fast forward to now having to pay for the items I was asked to get, to be met by security telling the lady assisting me at the till to also include the bottle that had broke, which I rep**** this is not how things are done. He continued to point at a print out on the doors indicating you break, you pay. Which I further apologised and explained that won't be happening. Giving them similar scenarios and incidences where such would not be the same outcome. Such as when I asked them if they were to be shopping at Spar and accidentally drop a jar of mayo (for example) while shopping at SPAR, if they would be required to pay for the item, and their response being no. Proceeded to ask them then why would they want me to do so if they themselves wouldn't in a similar situation? Unable to give response, security guards then defaulted in insisting I speak to the Manager. Explained the same thing, to just be met with dismissive demeanor and said nothing he can do, I must pay for it. Of which I said unfortunately am not willing to do so. To his response saying will have to call the cops, which I said was fine if that's how they want proceed. Waited for some time for them to arrive, of which they didn't, security saying the delay might be (cops) doing their shift change and might be the reason they were taking so long to arrive. Upset by this, politely asked the Store Manager to give me his name as wanting to write a complaint about the incident on the day, outright refused to share his details. Store Manager was more concerned in not being identified and somehow being identified on social media if i were to post the incident. Avoided me following that, and also that I could not take an image of him.

Eventually got tired of waiting for the so called police to arrive, and my cousins reminding me to not let this ruin the day, eventually opted to pay and conform. Only out of respect to them, and burial day. As to not let this incident ruin what was already a painful day for the family.

Following day, I could not shake off this unnecessary terrible experience. I emailed to the outlet, as per contacts shared on My SPAR hoping this could be addressed, (yet to even receive any feedback from the outlet in question as yet). My biggest rife being with the Manager's attitude firstly, then the inconsistencies in dealing with such incidences across the franchises. There has to be standard practice throughout (if not already in place). If the policy is in fact that, then let it be done so across the board. Have seen in other outlets people and self personally not being treated as such in other outlets.

Upon returning back to Gauteng, Friday 12 January, opted to post the incident on social media and tagged Spar/Tops in the post. It was only then I received an email response from Spar's Customer Care Advisor, issuing a reference number and indicating the following the following Monday (15 January 2024); "Thank you for dedicating the time to share your experience with us on Facebook. Our store team and /or regional operations team will be in contact with you and aim to have this resolved within 2 working days. (excl. weekends and public holidays). At SPAR, our aim is to ensure that all customers have a positive shopping experience." Allowed for that to occur, however no contact was made and responded following the duration for feedback, to no avail.

This adding insult to injury. This truly having felt hard done unnecessarily, and like any other customer, feeling matter not taken seriously. And hoping this not be a norm in customers having to endure similar experiences.

So far been treated in silence.