Mal****ion of Trolley and Unfair Customer Treatment of Trolley and Unfair Customer Treatment

Formal Complaint: Malfunctioning Shopping Trolley and Unsatisfactory Customer Service at Uitkyk Vleis en Supermark Silverton Dear Sir/Madam, I am writing to formally lodge a complaint regarding an incident that occurred at Uitkyk Vleis en Supermark Silverton and the manner in which it was handled by the store supervisor. On the day of the incident, my daughter and I purchased two six-packs of drinks from your store. After paying, we placed the drinks on top of one of the shopping trolleys provided by the store. We were unaware that the top flap of the trolley was broken, preventing us from securing the items properly. There was no warning indicating that the trolley was defective, nor was the defect obvious when we began using it. Only a few moments after leaving the store, and after walking a short distance—still within the Uitkyk Silverton premises—the drinks fell from the trolley and were damaged. We returned to the store within approximately five minutes of our purchase to explain what had happened. The supervisor, a gentleman wearing glasses, informed my daughter that he would first review the CCTV footage. While we were waiting, both the cashier and the security guard indicated that they believed the matter would be resolved, particularly because the incident resulted from a faulty trolley supp**** by the store. After reviewing the footage, the supervisor confirmed that the drinks had fallen shortly after we left the store. However, he refused to replace or refund the items, stating that because the incident did not occur inside the store, no assistance would be provided. We found this decision both disappointing and inconsistent. During the incident, other customers commented that they had experienced similar situations and had received assistance. The security guard also mentioned that a customer whose eggs had fallen had previously been given a replacement. If this information is correct, it raises serious concerns about inconsistent customer service and the unequal application of store policies. As regular customers of Uitkyk Vleis en Supermark Silverton, we were particularly disappointed by the way the matter was handled. At no point were we attempting to obtain something we were not entitled to. We simply expected the store to take responsibility for the loss resulting from defective equipment supp**** for customer use. Beyond the value of the damaged items, this complaint raises a broader concern. A defective shopping trolley poses a risk not only to customers' purchases but also to customer safety. Equipment provided by the store should be regularly inspected and removed from use if it is damaged or unsafe. I respectfully request that this matter be investigated and that you: • Review the CCTV footage and the circumstances surrounding the incident. • Reconsider the decision to refuse a refund or replacement for the damaged drinks. • Investigate the condition of the shopping trolley involved and ensure that defective trolleys are repaired or removed from service. • Clarify the store's policy regarding incidents of this nature and ensure that it is app**** consistently to all customers. I trust that Uitkyk Vleis en Supermark Silverton values its customers and will treat this complaint seriously. I hope this matter can be resolved amicably. However, if no satisfactory resolution is reached, I will consider referring the matter to the appropriate consumer protection authorities, as I believe customers should not bear the cost of losses caused by defective equipment provided by a retailer. I look forward to your prompt response. Yours faithfully, Ms Allie 09 July 2026