Bad service - retail crossing

Yesterday around 3pm, I visited the Sportsman’s Warehouse at Retail Crossing to purchase a Nike top for R600. I intended to use my Vitality rewards voucher, which offers 50% off the first R1000 spend. Since the discount only app**** to the first R1000, I added another top of the same price. However, the voucher only gave 50% off the first top.

I asked the cashier, Iris Moloto, to remove the second item, which she did. She then called Tshieletso Kgothlane to assist. By then, the first top had already been removed. I specifically asked her not to add the second top again in case the voucher did not work, but she proceeded anyway “to check something.” After several attempts to scan the voucher, it eventually stopped working altogether.

I requested to see a manager, but despite repeated calls and WhatsApp messages, the manager, Sonto Ngwenga, took a long time to arrive. When she eventually came, she appeared disinterested and disengaged. Earlier, she had initially assisted me, but instead of completing my purchase, she handed it over to another cashier and walked away. Her attitude came across as dismissive and disconnected, almost as if she was more interested in leaving for the back office than supporting the staff or customers.

This entire experience was extremely frustrating, especially as I had my 4-year-old with me and had to manage her while trying to resolve the issue. In the end, I left the store without my purchase, as the manager was unable to resolve the problem or correct the fault on their side. Now, I must take additional time out of my day to try and reverse the voucher spend, which was not properly app****.

What is most disappointing is that this is not the first time I have experienced poor service at this store. Unfortunately, this has left me feeling that I should no longer shop at Sportsman’s Warehouse, as the management at this branch appears weak, unhelpful, and uninterested in assisting customers.

I trust that you will investigate this matter urgently and provide me with feedback on how this situation will be resolved.