Unprofessional Service Delivery

In frustration and disappointment, I am writing this regarding the service my husband received at Steers Croydon Engen Garage.

He went to buy pizza and Phanda meal for our girls. When he arrived, one of the lady behind the counter took a sauce and hid it under the counter.

My husband did not say anything, went to Debonairs to buy pizza for youngster, then went to Steers to buy another meal for eldest.

When he requested the sauce to put on the chips it was a very unpleasant situation as the lady that hid the sauce did not want to give it to him. As a result of the disgusting service he received, he raised his voice, and the lady said she was joking with my husband. He asked why the sauce wasn't removed if she was joking.

It was at this point that my child announced she didn't want the sauce. She was so embarrassed she asked to go to the car because this whole ordeal was very unpleasant and *********.

The situation was so bad to the point that one of the ladies even said to my husband you can look at my name (pointing at her badge name). I do not know if this is the way the Steer in Engen staff are taught to deliver such appalling service to customers.

Having been told by my husband about the horrible service he received when he bought supper for the kids, I called the store, and I spoke to a lady named Buso who said she was the manager, who told me she would investigate the matter. I asked her where she was when this whole incident occurred, She told me that she was at the back office. I asked if she did not hear the commotion going on at the store for nearly 5-10 minutes. She told me at the time that she heard this, my husband was already angry and annoyed. It's still hard for me to figure out how she could not hear everything when my husband was talking so loudly, even the onlookers were staring.

It was yesterday (14 April 2024) that I called the store again and spoke to Buso. I asked her if she had looked at the cameras to see what had transpired and what she thought of the poor service delivery and what she will do. She told me she is still waiting for the camera footage and will inform me once she has reviewed it. I had advised her that if I don't receive feedback by the end of the day (referring to yesterday Sunday), I will escalate the matter to her supervisor.

I then received a call later on the day from a lady by the name of Elsbi she mentioned she was an assistant manager at Engen garage, Initially, I was hesitant to speak with her because she mentioned "Assistant at Engen Garage" I wanted to speak with someone who worked for Steers directly. However, when I spoke with her, she said she would investigate the issue, as “Asanda” will be arriving at work on Tuesday.

NB: I'm not even talking about the sauce here, which is completely free. I'm talking about how she conducted herself as if she was giving free food to my husband, as if she knew him, when she said she was joking. How can one joke with a customer who is paying for food ?

Did she judge my husband as a nobody because this treatment was revolting. It is evident that she viewed him as a nobody, even if in her eyes she saw him as a nobody, she has a responsibility to do her job well and provide excellent service.

Part of her salary is paid by that "nobody" she saw. We would appreciate it if you could review camera footage of a unsatisfactory code of conduct at 19:13 on Saturday 13th April 2024.

I wish the was an option to give no star rating

Regards Nyamankulu