unprofessional customer service

Dear customer service,

I hope this message finds you well. I am writing to formally lodge a complaint regarding the deeply disappointing customer service I experienced at "the FIX store" in Jabulani Mall on 15-01-2025.

As a regular customer of "the FIX, I have always been impressed with the quality and affordability of your products, as well as the excellent customer service I receive at other locations. However, my recent visit to the Jabulani Mall store left me disheartened and frustrated, and I feel it is important to bring this matter to your attention.

On this occasion, I visited the Jabulani Mall store with the intention of making a purchase and arranging a layby. Upon approaching the counter, I was informed that I needed to provide a physical copy of my ID. This requirement was completely unexpected and, quite frankly, shocking, as I had never encountered such a policy at any other FIX store. I politely asked the staff member when this policy had been implemented, but she responded rudely, claiming that it had always been the case. I immediately sensed that she was being dishonest, and this left me feeling uncomfortable and disrespected.

Despite this, I chose to proceed with my purchase, albeit with a heavy heart, and decided to postpone the layby until I could confirm the policy with other FIX stores. Upon doing so, I discovered that the store at Jabulani Mall had indeed been misleading me, and the supposed policy change was not in effect at other branches.

I returned to the store to attempt to make a layby, but the same rude staff member called another employee to assist me. Unfortunately, this person informed me that the system was offline, and I asked to speak to the manager on duty. I was told that the manager was off that day, which I accepted. However, I requested to speak to someone else in charge, and to my shock, the staff member claimed that she was in charge and that no one above her was present. When I expressed my dissatisfaction with the service, she dismissively told me, "If you’re not happy, I can only address with her. This response was incredibly unprofessional and left me stunned.

I walked out of the store in disbelief, and I am still quite upset as I write this email. It is clear to me that the staff at this particular store lack basic customer service skills, and I am dismayed by the lack of accountability among the team. No one seemed willing to assist in making the layby sale or to address the dishonesty and rude behavior exhibited by their colleague.

I urge you to review the service standards at the Jabulani Mall branch and take the necessary steps to ensure that such negative experiences do not continue for other customers. As a loyal customer of FIX, I expect a much higher level of professionalism and respect, and I am hopeful that you will take this complaint seriously.

Thank you for your attention to this matter. I look forward to hearing from you soon regarding the actions you intend to take.