Formal Complaint Regarding Poor Customer Service at Total Sports – East Rand Mall

I would like to raise a serious complaint about the unacceptable service my husband and I received at Total Sports at East Rand Mall on Saturday.

We were assisted by a consultant named Katso, whose attitude towards us was extremely disappointing. We felt disrespected and embarrassed by the way she handled the situation. The service was so poor that we had to use our own airtime to contact TFG Head Office for intervention.

Even after speaking to Head Office, Katso eventually gave us the card we needed, but her attitude remained unpleasant. We did not feel that our concerns were handled with professionalism or that we were treated with the respect every customer deserves.

What makes this even more disappointing is that this is not the first time we have experienced poor service at this store.

I would like to warn TFG that customer service is a critical part of retaining customers. Consultants should receive proper customer service training and understand how to treat customers with respect, regardless of the circumstances.

As a family, we are now reconsidering whether we will continue shopping at this Total Sports branch. No customer should have to leave a store feeling humiliated after what should have been a normal shopping experience.

I hope TFG takes this complaint seriously, investigates the incident, and takes the necessary steps to improve customer service at this branch. Customers deserve better.

I look forward to seeing how this matter will be addressed.