Disgusted by the Service i received

To Whom It May Concern

On the 15th July I decided to drive to Birch Acres mall with my daughter to purchase a Galaxy A13 for my Younger Daughter at your store.

I got there and was assisted by a gentleman by the name Tiketso Maine, whom advised me I cannot purchase a cell phone with a driver's license, when I asked what the reason was, he couldn't provide me with the valid reason. I then asked what the operating hours where, because I was desperately needing to buy the phone as I promised my daughter. He advised me that the store closes/operates until 18:00.

I called my Helper from home and asked her to bring the ID. Upon getting the required ID I returned to the store at exactly 17:40 to find the doors closed. I spoke to one of the Security Lady By the name of Anathi and she told me that the shop closes at 18:00 but they were not allowing anyone else into the store. I explained my current situation and she acknowledged that she saw me earlier in store but unfortunately couldn't assist me.

After 5min into the conversation the above gentleman came and asked me “Sisi why didn't you ask me to put your phone aside for you?” I asked him, wasn't he the one who advised me that the operating hours were till 18:00 therefore giving me enough time to get the requested ID. Rudely he got frustrated and started pointing out other nearby stores and asked me rudely, “Wena, can't you see that the other stores were closed?” I responded and asked him what other stores had to do with my current situation and if all stores are managed by your store as well. He gave me an attitude, by that point the security lady Anathi had already called the store manager, by the name Dikeledi Makinta who also got there stared at me abruptly without greeting me and shrugged her shoulders. Being myself, I had to actually greet her first, and she asked me how she can help me. I had to again explain myself to her, and all she could say was, she was sorry about the Misinformation that I was provided and there was absolutely nothing she could help me with as the lady that deals with cellphone purchases had already knocked off at 17:30, but to my surprise I was at the store earlier at 17:00 and the guy who was working at the teller was the one who came to assist me. Where was the lady who was assigned to help customers by the cellphone portal initially?

I am loss of words, i am very irate, and disappointed by the services rendered. This was the most Pathetic service I have ever received, and to come think I am one of your loyal customers but the service I received was Shocking! What is the point of operating hours displayed on your display windows if services will be limited if not at all offered 20mins before closure?

I need management to look into this, I need an explanation and a Formal apology in writing.

Dissatisfied Customer

Sannah