Deeply disappointed dissatisfied

Extremely Disappointing In-Store Experience – TotalSports Mall of the North Polokwane

Today I visited TotalSports at Mall of the North, in Polokwane and while the floor assistant initially provided excellent service, my experience deteriorated significantly at the point of payment.

After purchasing a pair of shoes and being informed that I had “won” a prize, I was asked to confirm the contact details linked to my rewards profile. To my absolute disbelief, the staff provided a cellphone number and email address that I have never used nor recognised. When I raised this concern and requested that my details be corrected, I was informed that the system could not be updated unless I presented a TGIF rewards card.

I then requested to be issued with a rewards card, only to be told — shockingly — that the entire store had no TGIF cards available. This is wholly unacceptable. How does a national retail store operate without the very cards required for customers to earn rewards and update their profiles? Lastly since I was a winner how do we go about reviving my prize because we could not do anything about me not being able to update your system Because of these systemic failures and the staff’s inability to resolve a basic customer issue, I was ultimately unable to purchase the shoes I originally wanted and was forced to settle for an alternative. This left me frustrated, confused, and deeply dissatisfied.

The experience exposed a seriously flawed rewards system, poor operational preparedness, and a lack of effective problem-solving at store level. What began as a pleasant shopping experience ended in complete disappointment.

I am extremely dissatisfied with the service received and expect this matter to be addressed urgently.