Customer service

I am writing to lodge a formal complaint regarding the deeply unsatisfactory service I received at your Total Egine Steers branch in Obsevery Cape Town on 5 March at 16:2. This incident, involving a cashier named Noku, resulted in a series of events that violated my consumer rights and demonstrated an egregious lack of customer service.

Incident Details: 1. I purchased and paid for two ice creams at your establishment. 2. The cashier, Noku, gave me only one ice cream and proceeded to give the second ice cream I had paid for to another customer behind me. 3. When I pointed out this error, Noku falsely claimed that I had given my second ice cream to the other customer. This was untrue and was confirmed as such by the customer who received my ice cream. You can check footage about this statement.

4. Noku refused to acknowledge her mistake, apologize, or provide me with the second ice cream I had paid for. 5. When I requested an apology and the ice cream I had paid for, Noku walked away and spoke in Xhosa, which I perceived as insulting behavior to say “ haisuka” which is like I am mad .

6. I requested a refund, and the garage manager arrived. He stated he couldn't force Noku to apologize, even though she was clearly in the wrong.

7. I was made to wait 5-8 minutes for another staff member to assist me, as Noku refused to provide further service. 8. The manager called for Noku, but she refused to respond, necessitating another employee to assist me who does not work at the till .

9. The manager claimed he was not the Steers manager but would inform the actual manager of the incident.

This experience has left me deeply dissatisfied and frustrated. The behavior exhibited by your staff, particularly Noku, is in direct violation of my consumer rights as protected under the Consumer Protection Act 68 of 2008 (CPA) of South Africa [[14]] [[15]]. Specifically, my rights to fair and honest dealing, as well as my right to receive the goods I paid for, were infringed upon.

The CPA clearly states that consumers have the right to receive goods that are fit for the purpose for which they were intended [[15]]. In this case, I paid for two ice creams but only received one, which is a clear violation of this right. Furthermore, the unfair and deceptive conduct displayed by your staff member, Noku, goes against the principles of fair dealing outlined in the CPA [[14]]. I received my ice cream after waiting for someone else to help me .

Resolution Sought: 1. A formal written apology from the management of Total Egine Steers for the poor service and misconduct of their staff.

2. Assurance that Noku will receive proper training in customer service and conflict resolution and an Apology from her specially and made aware on why she is wrong . 3. 4. Implementation of better staff training programs to prevent similar incidents in the future. 5. Clarification on your company's policy regarding staff conduct and customer dispute resolution.

I believe these requests are reasonable and in line with the consumer protection laws of South Africa. As a consumer, I have the right to expect fair treatment, honest communication, and the delivery of goods and services as paid for [[16]].

To support my complaint, I have documented the incident in detail and am prepared to provide any additional information required, including witness statements from other customers present during the incident [[24]] [[25]]. I would also request that you review any available CCTV footage of the incident, which should clearly show that I paid for two ice creams but only received one and was accused of lying .

I would appreciate a prompt response to this complaint, detailing the steps you will take to address these issues. I look forward to your timely response and resolution of this matter.