Tygervalley: Home of bad management service and everything except safety

<p>This review concerns an incident that took place inside one of your tenant’s stores. I know you do not bother yourself in the slightest about such matters, however after feeling dissatisfied by the way management has so far handled a security issue, I felt it should be heard.</p> <p><br />I visited the Tygervalley retail park on Saturday, 24 June 2017. We specifically decided to visit Tygervalley due to their most satisfying shop selection and we also strongly believe that they offer superior customer service and security. This is always very important to us, especially when we enjoy my grandmother’s (who has to visit the mall in a wheelchair) company on these visits. This was, however not the case and I am grateful that this incident happened, because I can now see the error in my ways for believing this for many, many years and I also get to share this with everyone.</p> <p><br />The morning went by, quite enjoyable. We walked through the centre, did some shopping, had lunch and then decided to visit another store prior to exiting the establishment. In the store (which does not have security cameras) we found what we were looking for and my mom proceeded to checkout. When she reached the tillpoint, she noticed my cell phone was gone. I had stored it in her handbag and not on my person, for fear of it going missing or falling out, since I had to manage a wheelchair and didn’t have hands free to keep my attention on my phone. She then asked me if I had my phone, I said I did not. She immediately knew it was ******. She headed to the security person on service at the door and asked if they had noticed anyone leaving the store. They said they hadn’t, so they were saying the person vanished into thin air. At some point the manager of the store got involved and helped us. She proved to be quite competent and helpful (I apologise; I don’t know your name, but thank you). I also wonder how the store was going to report this, since no details were taken. The store manager said she would keep an eye on my grandmother while we try and sort this mess out. My mom and I then directed our attention to the mall security. The first point of contact tried to “help”, but only wasted time standing about while he could have used his patrol vehicle to help us catch the perpetrator or just make sure it does not get worse. At this point I was unable to locate or ring my phone using remote access. I made peace that the phone was probably gone forever. We then wanted to report this incident. We were handed some vague direction to where the security office was. Not escorted, but directed.</p> <p><br />On our way, there was another incident. Out of a corner shop on the left-hand side, a shoplifter(I assumed) ran from the store with a couple security members grabbing her. However, no-one was able to help me. We didn’t stay to watch it unfold, but merely passed. I want to point out that in a time frame of minutes 2 incidents happened.</p> <p><br />We reported the incident and after the security on service in the office had shown a small amount of interest (most likely due to protocol), taken down some details and returned to the little footage room, we then left the security office. I believe they did check the footage. My mother took my grandmother to the car and I headed for the entrances to try and find out if I could do anything to help myself, since I did not notice any security members patrolling the area to try and help me. I proceeded to very briskly walk the parameter of the nearest 4 exits. I know this sounds like a lot of trouble to go to for a cell phone, but it was brand new, and I had it in my hands for just over a month, and I had felt as though my security and safety had been violated like never before. I felt like I had to do something. I have before walked to Tygervalley and crossed the Main Road of Durbanville 3 times on my way and I have never felt unsafe. Why is it that outside is safer than inside? Not even Kuilsriver’s Zevenwacht, Kraaifontein’s Cape gate, Century City’s Canal Walk or the V&A Waterfront’s Victoria Wharf have had me feel this way. <br />I then headed back to the security office for the second time and informed them that I would be waiting until they had some information for me, to save time. After a couple minutes (I didn’t have a watch on me and I was too preoccupied to check the time on the cell phone I had to borrow or to take down names) a few policemen came out from the back with the aforementioned shoplifter. I realise that the store had taken the responsibility to phone the police, since I was informed about 10 times that Tygervalley has no jurisdiction inside the stores of its tenants. By definition, one could safely say it washes its hands of any activity that should happen within one of these stores. The policemen then asked the shoplifter if she knew what her punishment was. The lady rep**** that she had gotten a fine of R5000. Thereafter a member of security came out and informed me that they had found no suspicious activity (so the cell phone vanished into thin air along with the lady who stole it?) and he kindly informed me what I could do to have my phone locked, thank you. I then thanked them for their time and went to the car. <br />I wanted to call someone else involved in management, preferably. I dialled a number from my mom’s phone and reached information. I was informed that management is not on duty over weekends (half understandable). The lady on the other side of the phone was the unfortunate person who had to bear my complaint.</p> <p> </p> <p><br />I am extremely disappointed in the way this was handled. Most points of contact we had made along the way seemed too nonchalant to care. Not all, but most. Those who helped would know that they were indeed helpful and I appreciate it very much. We made an effort to go to Tygervalley, because we had always believed that it is one of the safest places to shop. I now question why I would possibly have ever said this. Is it because of the fact that Tygervalley targets higher-end customers? (I mean, it is not Victoria’s Wharf, but it is public knowledge that the centre does target a slightly more upmarket slice) and you would think that it would invest properly to ensure the safety of its loyal customers). <br />I would like to know what Tygervalley is going to do to ensure this never happens again. I am appalled. I am horrified. It was only a cell phone, but what if it could have been worse? I now shudder to think of all the times we were accompanying my grandmother in a wheelchair and we thought it was so safe. <br />My argument, therefore, is that if there would have been proper security and procedures in place, I would have retrieved my ****** property or this would have never even happened in the first place. Furthermore, I was informed that the malls communicate with one another about safety risks. Bravo, but if this was true, why wasn’t the centre on the lookout? Or why did it not tighten its security when they knew they were most at risk?</p> <p><br />A few days later after everything had calmed down and everyone involved could have gotten the information and reports and whatnot, I called to complain. I reached a lady who I couldn’t remember the name of and our conversation got cut short. I phoned again from another phone and reached a different person. I reached the head of operations. This happened even though I repeatedly asked for the general manager, Tanya Heimann. After we got acquainted I started to lay my complaint. After I was almost finished, the manager informed me that he did not know what I was talking about. I asked how this could be. He told me he was not at work for a few days and is still working through backlog. So a security incident is now backlog? Regardless, I continued and I admit I got quite upset. Who wouldn’t? Your entire sense of safety is disregarded. Irrespective, When I asked him if Tygervalley now washes its hands of situations out of their jurisdiction, he, with hostility, informed me that I am putting words in his mouth. A person could most likely deny this and say I was out of line, but since I do not have Alzheimer’s, I think I can remember quite well what was said. The manager kept referring to him needing to form an opinion about the incident, while I was trying to lay a legitimate complaint, he was trying to ask me for information, while he could have gotten it from the report. I did not ask for his opinion. This may sound rude, but I phoned to lay a complaint, besides I knew exactly what he was going to say. He would most likely refer to policies or generic information which I have heard numerous times before. <br />He also asked me if the security I had contact with was coloured. I rep**** “yes, I believe so”. This is not an unreasonable response. Why then, pray tell, would he interrogate me for not being able to give him the correct information? He said that he was trying to help me so why am I not giving him information? The gentleman also asked me, contemptuously, in my opinion, if I was not really present when I allegedly reported the incident to security.<br /> Again, a person could most possibly try to deny this; however, this was my experience. I repeat, I was a bit upset for a moment, but is it now customary for management to also get upset and defensive when a customer gets upset? The operations manager was arrogant and I will not accept this. I also could not give him all the background information he so desperately wanted, I had limited minutes available and since this is not his fault, directly, that is irrespective. I assumed that he would have gotten a report on the incident. He could merely try and find this report (if it even exists), not now question me on what happened. I phoned to lay a complaint, not to rehash the whole event. After some discussion he informed me that he would review the footage and check whether the security showed signs of helping us at that time and take them to task, if need be. He also told me that he would ask the security manager about this and I told him my mom already spoke to the security manager, so it is therefore not necessary for me to have the same conversation with him. I then informed him that I will be phoning another person who hopefully has more information on the matter since I did not want to waste time. I thanked him for his time.</p> <p><br />This now begs the question: how could there be a backlog so cripplingly huge that a security incident could not be paid attention to or even go by unknown? Lastly, he informed me that he knew who the manager of Jet was, how could he know if the centre does not concern itself with its tenants’ affairs, like he claims?<br />Also, it has been a few days. Why hasn’t anyone been in contact with me to apologise. Must I phone and ask for an apology and a resolution, as I did in the end?<br />I now would like to strongly advise any person not to visit Tygervalley, Or if you do, just make sure to stay within the and I quote: “common areas”. If you would get ****ed or something, your family would be told that they do not have jurisdiction. They will review the footage to make sure they can not be held responsible. They reviewed the footage when we formally complained to a manager, even if only to make sure they are not involved.<br />My good thoughts on Tygervalley have been burnt to bad coals of regret for ever visiting that wretched place. It also seems that Tygervalley breathes to cover themselves with policies, rules and practices, but what about its customers? I ask you this: Is it right that they should be left to fear for their safety? <br />Their easy-going attitude tells me that this happens quite a lot. Which determines that Tygervalley is unsafe. No place is safe, we know this, but you expect a higher-end mall to have higher-end practices in place to protect its customers, who I am sure values their safety above all else. Stop running from this responsibility and face it. Can’t we all work together to ensure a safe place? <br />So a mall is now just a building with its own rules and each tenant has to have their own rules. Never the two shall meet? When something happens, the centre will first ascertain whether it took place in the “common areas” and pass it on to the store if it thinks it had not. By that time the ******er would be long gone and the floor stained with blood and despair (this all sounds very dramatic, I know). Shouldn’t they both work together to ensure the safety of customers? <br />I would love to know what Tygervalley thinks of this, what they are going to do to make sure this never happens again and if they have a solution to my situation?<br />The way in which this was handled was absolutely pathetic, atrocious and disappointing to say the least. I am left appalled and fearing for my safety where I have always believed to be safe. I am sure there are more people who are just too scared to speak up. <br />Please, no generic management-typical responses. Not again, I beg of you. <br />This was my experience. How I perceived it to be, so therefore it must have taken place like this. </p> <p> </p> <p>I also sent an email to the General Manager with the complaint attached. I informed Miss Heimann that i will be posting this comment, but should she wish to comment i would include it in the complaint. I provided sufficient time, but i have not yet received even a slight reply. Not even an apology.</p>