The ill-treatment from The Fix staff.

My name is Keneuwe from Vanderbijlpark, I would like to lay a complain about the unprofessional treatment that I got from The Fix store in Vaalmall.

On the 4th of march 2020 I went to The Fix store with my friend and we saw few things that we were interested in lay-buying. It was around 16h00 and we were assisted by a lady by the name of Lucia, we then realized at the counter that we both didn't have the ID documents with us so we asked Lucia to keep the items for us and she explained that she can only keep them for a day and if we do not come back by the next day they will take them out so we agreed that I will make a lay-buy the next day so she kept my three items and my friend decided to leave hers for some other time. On thursday the 5th of march I went back to the mall and Lucia was off, I was assisted by the different staff as I arrived I went to the lady who was working on the floor to bring me my items so that I can make a lay-buy and she went to fetch them and brought two items, I then explained that they were three as the denim jean was missing from them, she went back to look for it and got it so while I was still at the queu the lay-buy system went off so they had to keep the items for me so that I will come and make the lay-buy the next day. As I was giving them back to the lady who was on the till I asked how is it possible that the other item was separate from the two? and she said the person who was keeping them for me might not have put them together as she was supposed to, and then she wrapped them tightly all three of them as I was going to come back the next day.

On Friday the 6th around 17h00 I went back to the store again and I was helped by different staff, I asked the lady who was on the floor again to bring my three items so that I can make a lay-buy and she asked me my name and I told her that I am Keneuwe and then she looked at me and laughed then after told me that there was a lady who came earlier than me by the name of Keneuwe and made a lay-buy of a denim jean, she asked what were my items, I explained that it was a military shirt, black dress and a denim jean and she went to fetch the two items with the denim Jean missing again from the items , I then asked how is that possible because she can't have my name and have asked the same denim as mine with the same size and the lady who was helping me didn't have answers so she went to the system to check the person's details and she was Modiehi Mo***eng with cell phone number that was not existing as they were trying to get hold of her to explain the matter and while she was busy talking looking all surprised the lady on the next till mentioned that a person who made the lay-buy worked at the mall but she might be busy at the moment and because I was angry that statement slipped my mind and I asked them to keep trying to call as I was rushing to pick my daughter from the school and I told them I will come back after an hour or so, I then left to school and when I come back to the store they explained that they still couldn't get hold of that lady so my friend reminded me that one of them said she worked at the mall and they denied saying so when we asked so we concluded that I should leave my contacts and when they get hold of her they will call me.

As we were leaving to home I was fuming and my friend emphasized that the other lady mentioned but now they changed the story, so on Saturday the 7th I decided to go back to store to report the matter to the manager, when I arrived they were the same staff of yesterday the Friday and as I was entering the store they told me that they still couldn't get hold of the person who made the lay-buy and I said it's okay they should finish with the customers so that we can talk properly, when she was done I told her that I remember vividly that they mentioned that they know the person who made the lay-buy and changed the story so I asked to see the manager they said the is no manager and I asked for acting manager, that lady told me that the person who denied to have mentioned to know the person with the lay-buy is the acting manager, I then went to her and asked if she is the acting manager she said she is not then I asked who should I talk to? And she said her, herself so I asked how is she going to help me as she denied yesterday's statement? and after a long discussion she ended up agreeing to know the person and she said she worked at the mall at Nedbank so I asked how are they planning to resolve the matter, she said she will sent one of the staff to go and call her, as I waited for more than an hour at the store I asked how long should I wait for them to call her that was when she sent one of the staff to pass by and call her as she was going to look for a change somewhere, I told them that I am going to the other stores and I will be back because I was just wondering in the store. I came back after maybe 30 minutes and "acting manager" who also denied to be acting told me that the person was still busy but she will come when she knocks off at 14h00 so they won't cancel the lay-buy without her because it might appear as if they were making a ***** so I wanted to leave because I have been to the store since the morning I could not wait for 14h00 and we agreed that I can leave and come on monday to make a lay-buy.

On monday the 9th I went again around 14h00 and the "acting manager" said she was off on Sunday and on Saturday she left before meeting with that lady of the lay-buy and I asked why did she not make a follow up when she comes back and she could not answer and I told her that I am going to report them.An hour later I received a call from them telling me that the erea manager is looking for that denim jean on the other stores and when she gets it they will call me.The next day they called again and told me that the erea manager got the denim jean and it will be in their store in a week time and they will call me once they received it and I agreed and their week period ended on the 17th of march.

I passed by their store on the 19th the acting manager asked if I am still fighting and I told her that I am tired of fighting and she said she saw online that two items are coming to their store and she believes one of them is my denim and unfortunately until today the 24th of march I am still hanging, not hearing from them anymore.

The am hurt because of the ill treatment that I got from the staff and I felt like a fool because there were many stories around these matter. I spent almost a full week going to the store, wasting my petrol without any help.

I have no choice but to believe that there are more superior customers than others because according to my point of view the lady who made the lay-buy came just after I have left the store on Wednesday the 4th and wanted the same denim as mine and she did not have the size as mine was the last size 34 in the store and because they are working together at the mall or maybe a friend with one of the staff, they gave her a jean to fit and advised her to arrive earlier than me to make a lay-buy and she did exactly that and the reason why I believe she got assistance from one of the staff is the fact that she **** and mentioned that she is "Keneuwe" which means she knew that the item she was looking for was on Keneuwe 's kept items, number 2.She did not fit the item which clearly shows that she already made the fittings before and that she could have reported the wrong item if was coincident that the names were the same. Number 3.She registered non existing cell phone numbers so that they cannot get hold of her if anyone wanted to rectify the mistake if it was a mistake. Number 4 the acting manager mentioned that she knew her and when we came back she denied it as she might have been filled in by her colleague the time we rushed to the school and lastly the laughter that I received from the lady who was fetching the items from the back.

I am deeply hurt if that is how they treat their customers, it shows that we are not equal to them worst part I am one of their loyal customers, I am always in their store to such an extent that the "acting manager" lady even mentioned that she thought I was working around the mall too because I am always there so if these is how they treat their customers how are we going to shop freely? Please hear my heart and attend to these matter. Thank you.