Poor customer Service from a Branch Manager

Complain Ref No: 75580 Date 04-06-2019

I went to Menlyn Store to purchase a gift, and the level of service received was poor, pathetic and unacceptable. Especially taking into account that it was from the branch manager.

Emily Maeko, was rude, nasty, arrogant, impatient and lack customer service. and i'm so surprise to find out she is even the manager who gave such a bad service.

She went to an extent to tell me that i should return back all the 2 items i wanted to purchase valued at R2015. I drove over 20km distance specifically for them and the so called manager did not see the value in me as the customer.

As the valued customer i could not return them because i needed them to give away as gift. i would have purchased more items but i felt perhaps let me rather go spend my money where it will be valued and appreciated and i went to American Swiss valued at Over R1000.

Emily, was shouting at me in front of the customers and few staff members, ( Nomvula ) was so kind and she the reason i kept my purchase, she also apologies on her behalf. it amazed me that the ordinary staff member acted so professional yet i wouldn't have expected that from her as the Branch Manager. She even had the nerve to give me an email address to lodge the complain... and another customer had to intervene and told her that she lacks customer ethics and that's not how to treat customer, Emily went to into confrontation with that customer also. Could this mean that's how Truworths managers are taught to treat customers?

I call customer care service department and lodged my complain and was given the above reference and that they will attend to the matter and give me feedback and the outcome of this poor customer service.

Given that she's wrong i demand a formal written apology and the verbal apology from the manager in front of her staff so that the similar behavior doesn't happen again. A formal written warning should also be given to her for poor customer service.

My contact details are as follows: Mr T Lephatswe ********** 841 / ********** Card No: ********** 8540