Formal Complaint Regarding Unprofessional Conduct Foschini Limpopo Mall

Dear Foschini Customer Care Team,

I hope you are well. I am writing to formally lodge a complaint regarding the unacceptable and unprofessional service I received at your Foschini store in Limpopo Mall on 20-November-2025 at approximately 17:00.

I visited the store to purchase a handbag using the student discount, as I always do on Thursdays. I am a registered STADIO student, and as a distance-learning institution, STADIO does not issue physical student cards, students use their student numbers as proof of enrolment. I have previously purchased items from the same store using my student number and ID without any issues.

However, during this visit I was unexpectedly told that a physical student card was required. When I politely asked when this requirement was introduced since it had never been requested before, the manager on duty, Mokgadi, responded in a rude and dismissive manner. She instructed me to “excuse myself from the till” as I was allegedly disturbing other customers, despite my calm and respectful approach.

I then requested that they check their records using my ID number/ account number to verify my previous purchases under the student discount, but this was also refused. When I questioned how they had been assisting me previously if a student card has “always” been required, I was ignored. Another customer even expressed concern about the manager’s behaviour, questioning how such conduct is acceptable from someone in a managerial position.

What hurt me most was being told to leave the store and being made to feel as though I was an inconvenience. As a loyal customer who regularly shops at Foschini and even holds an account with the store, the treatment I received was deeply disappointing, unprofessional, and emotionally distressing. I needed the handbag for an important event this Saturday, and due to this incident, I left the store unable to make my purchase.

I kindly request that this matter be investigated and that appropriate action be taken to ensure no other customer experiences such treatment. I would also appreciate clarity on your official policy regarding student discounts and acceptable proof of student status.

Thank you for taking the time to address my concerns. I look forward to your prompt response.

Kind regards, Letswalo Mokgadi Mavis

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