Subject:* Formal Complaint – Customer Disrespect & Refusal to Resolve Issue at Steers Vaal Mall, 4 May 2025

*Subject:* Formal Complaint – Customer Disrespect & Refusal to Resolve Issue at Steers Vaal Mall, 4 May 2025

Hi Hello Peter Team,

I’m lodging a formal complaint regarding the way I and my two sons were treated at *Steers Vaal Mall* on *4 May 2025*.

*What happened:* 1. I bought meals for myself and my two sons. After eating, I sent them to buy dessert. 2. One son ordered a plain ice cream cone. The other ordered one dipped in caramel, but changed his mind 2-3 seconds later and asked to exchange it for a plain cone instead. The item had just been dipped and was still untouched. 3. At the till, the staff member refused to exchange it, saying “we can’t exchange dipped ice cream.” When my sons came back to me, I politely went to the till myself and asked the same staff member to exchange it. She refused again. 4. I asked to speak to the manager. The manager who came also refused to help and could not offer a solution. 5. I then asked to speak to someone more senior. A woman named *Sindy*, wearing a Debonairs Pizza uniform, was called over. When I explained the situation calmly, she told me to my face: _“We won’t run at a loss because of you.”_

*Why this is a problem:* - The request was made immediately after the caramel was added. No product was wasted, and an exchange would have cost Steers nothing. - The way Sindy spoke to me was disrespectful, dismissive, and made me feel embarrassed and worthless as a customer in front of my children and other patrons. - Both the till staff and the manager showed no willingness to resolve a simple customer service issue.

*What I’m requesting:* 1. For this complaint to be escalated to the highest person responsible for Steers Vaal Mall operations. 2. For disciplinary action to be taken against Sindy for the way she spoke to a customer. 3. For Steers Vaal Mall to review their staff training on customer service and handling simple exchanges. 4. An apology and confirmation of what steps will be taken to prevent this happening again.

I’m a regular customer and I bring my family here. I want to support the business, but I cannot accept being spoken to like that.

Please acknowledge receipt of this complaint and let me know the reference number and next steps. I can provide my contact number if needed.

Kind regards, Lesego sathikge ***