HEAD OFFICE CONSULTANT

Subject: Formal Complaint – Unprofessional Service from Jet Customer Service Consultant - The call was made from Jet Northgate

Dear Jet Head Office,

I am writing to lodge a formal complaint regarding the extremely poor and unprofessional service I received when your store contacted a Jet customer service consultant at head office on my behalf.

Today 15/09/2025, I went to the store to exchange a pair of shoes I purchased last Friday for R209.99. The store had the correct size (size 7), which is why I specifically came in to make the exchange. However, instead of completing what should have been a simple process, I was left humiliated and without any shoes at all.

The consultant’s conduct was unacceptable:

He spoke over me repeatedly and refused to listen to me.

He accused me of “overusing my account for months,” which was insulting and irrelevant, especially since I always buy and pay as required.

He shouted at me while on speakerphone in front of staff and other customers, leaving me embarrassed.

He refused to provide his name when I requested it.

He failed to escalate the matter to a supervisor, despite the store requesting this.

When I expressed my frustration at this poor treatment, he turned it against me by saying that I was being rude. This was unfair and unprofessional. In the end, I walked into the store with shoes to exchange — and walked out with no shoes at all, simply because of the way I was treated.

As someone who also works in customer service, I found this experience extremely disappointing. No customer should be made to feel disrespected, ignored, or humiliated while trying to complete a straightforward exchange.

I request that Jet Head Office take the following actions:

Conduct a full investigation into the conduct of the consultant involved.

Provide feedback on the corrective measures that will be taken to prevent this happening again.

Resolve my exchange immediately, as I am still without the shoes I paid for.

I trust that Jet values all customers — regardless of how much they spend — and will treat this matter with the seriousness it deserves.