APPALLING CUSTOMER SERVICE

On, Saturday, the 15th of May 2021, I visited the Woolworths Store in Ballito Junction in KZN. I purchased underwear to the value of R 1277-00, one of the items was a twin pack of bra’s. When I got to the till, all items had prices tags on them. However, while the cashier Pinky Mthethwa was scanning my items, she took an item and proceeded to the computer behind her, without communicating that there was any problem. I assume it was to check a price on the computer. Today, 16th of May 2021, I noticed that 1 of the twin pack bra’s was not in the bag. I doubled checked the Woolworths bag and checked my vehicle for the mere fact that it could have fallen out of the bag, however I was unable to find the 1 bra anywhere. I then contacted the store at 10h16, this morning, to inform them that, they had only given me 1 bra from the twin pack. I was transferred to Seema, who informed me, that she is the store supervisor. She informed me that I will need to come to the store today to sort the matter out. I then informed Seema that I live 62km’s return trip from the store and I cannot return to the store, merely for 1 item. Seema advised that she will look at the store footage and advise of the findings. Seema contacted me after a while, advising that all items were put into the shopping bag according to their video footage. I disputed this with Seema as I was missing 1 item. Thereafter, I requested the video footage to be sent to me so that I could view it without visiting the store. The video footage was sent to me however, it was taken from an angle that could not verify anything from my opinion. I then contacted Seema and raised my concerns and asked if there was any other video footage, which she responded by stating, “did, we not send it to you” and she also stated that she had viewed video footage from different angles and the item was clearly put into the bag and given to me. At this point, I was really frustrated, as I felt that my complaint was not being handled appropriately. I then informed Seema, that I will come to the store to view video footage with her. When, I got to the store, I proceeded to the Customer Service desk and asked to see Seema. The cashier then pointed to a lady seated at the customer service counter. Seema continued to sit, she greeted me and said nothing else. I stood there waiting until other customers started approaching the customer service desk, I then moved aside, to allow other customers to proceed with their queries whilst still waiting for Seema to get up and attend to me. After a while, whilst still seated, she called me asked me to come and view footage. I really found this kind of behavior unacceptable from staff let alone a supervisor. My husband and I then viewed the footage and it was quite clear that the said item was left on the counter behind the cashier. Seema, then proceeded to the back of the customer service department and returned with a twin pack of bra’s. Thereafter removing the white bra from the twin pack and placing it into my bag and handing it over to me, with no apology, no explanation. I found this type of customer service appalling as I was firstly told, that all items purchased was given to me and this was verified by the store footage. After informing Seema, how far I lived and the added expense of travelling all the way back to the store to sort this issue due to the competence of your staff, she refused to accept what I was telling her telephonically. I have to express my sincere disappointment with the way I was treated and if Woolworths does not value me as a customer, then I am more than happy to move my business to another store where I am sure, I will be treated with respect and valued as a customer. I am currently in possession of the video footage sent to me and I am willing to send it to the Head Office to verify what I am stating. I am really concerned by the way a Supervisor handed my matter, is this the kind of training provided by Woolworths? If a Supervisor, treats customers in this manner, what type of service can one expect from her staff? Woolworths, “how can we make the difference” is your slogan, is this, the type of difference , Woolworths intends on making?