APPALLING TREATMENT & BEHAIVOUR FROM FLOOR MANAGER OF N1 CITY MALL BY THE NAME OF GHALEEM

As I am writing this email, I am typing this email with tears rolling down my face and very emotional by the appalling treatment and behaviour towards me that I received from your N1 City Mall Woolworths stores. I have never had to resort to actually writing an email of complaint due to receiving bad customer service and this coming from someone who is a Senior position, who is supposed to be well equipped to handle such situations and is clearly failing at that, which has me questions if he really is worth of the role he has been placed in, because he’s a epic fail and total embarrassment when it comes to delivering good customer service and going out of his way, to ensure that customers leave the store happy and satisfied. I placed an online order #*** which was delivered to my workplace and managed to attend to it, when I needed a refund on 1 of the items I purchased. 31/10/2023 I went to N1 City Mall Woolworths after my work shift that evening with my delivery still with me. Did my shopping as usual and went to Customer Service. I was met by a Customer Service Consultant and produced my Dispatch Note he requested for and advised him that my Tax Invoice was on my phone on Woolworths App. He called the Supervisor and informed the female supervisor that this was regarding an Online Purchase. She took my dispatch note and I advised her that my tax invoice is on my Woolworths app on my cellphone, which she totally dismissed and went away with my dispatch note into another room. After a few minutes she came back requesting for my original dispatch note and I advised that is what you have in your hand, and it is what I received with my order inside the box. She said that this was not the original dispatch note. She took off again with my dispatch into the other room, when she eventually came out, she called for the manager. The manager only came to attend to me after I had waited for approximately 15-20 minutes. When I asked where the manager was, I was told he is attending to another issue. When he eventually came after I was kept waiting, he was pulled aside and away from me & proceeded to have a conversation that I could not make use of, which was obviously about me. When the manager eventually approached me to attend to my query, he greeted and proceeded to inform me that he will not be able to accept this dispatch note, as they feel that I had tempered with it, and it was not the original according to him and his junior staff. He stated that he had given direct authority that any queries regarding online purchases, he had to be informed and ran past him and unfortunately, he won’t be accept it. I informed him that was what I had received and the allegations of tempering, could have easily been done by his staff as the stamp on the dispatch note was fully intact when I handed it over. I asked if I could call the Online Customer Service and he said it was closed. Due to not wanting to get in an argument or have an exchange of words with him, I informed him that I have come to conclusion, I am leaving behind in his care the whole online order and I will call Online Customer Service to inform them of this incident. I continued and made a cash purchase of the items I had taken and left the store without my items nor a refund. 02/11/2023 I called in on the Online Customer Service and spoke to a gentleman by the name of Brandon, who said that he had noted down my complaint and will forward it to the manager and gave me a reference number *** to quote when doing a follow-up. 03/11/2023 I called again this afternoon, after being sent from peter to paul and spoke to a lady by the name of Elvina. She advised me that she could see that Brandon had accessed my profile but there were no notes nor any escalations made by him and the reference number was non-existent from her end as I was not picking up anything. I then had to retell my story through to her and she advised what that manager did was not right, if he had any discrepancy regarding the dispatch note, he could have simply called them and obtain another dispatch note from them directly. She issued me with another dispatch note via email and I raised it up with her, she should be sending the dispatch directly to the store in question, as I feel that once I come to store with this new dispatch note, even if it been sent by her from the Head Office, the manager might question the legitimacy of the new dispatch note. Which she obviously dismissed and I informed her that I will call the store and speak to a manager in charge and advised them, before I attempt to make another trip to the store and for not be fully assisted again. I called the store and requested to speak to the Store Manager, which I was advised that he/she was off duty and will transfer to the Floor Manager on duty. The call was transferred to Ghaleem, the very same manager I dealt with previously. I advised him that I had called and laid a complaint with Woolworths Online and that I had been issued another dispatch, will he be able to accept it if it comes from me? He said no it needs to be sent directly to him by head office the original dispatch note and original tax invoice. I proceeded to lie and said that he had informed me that I could my clothes and go to either Cavendish or Canal Walk, as those stores have Online, to do an exchange or a refund. He said that he as Ghaleem is blatantly refusing to do an exchange a refund nor an exchange for me. He is not going to do it and that he does not have time to be on the call with me to be doing this back and forth. Al this was done in such a rude manner, very dismissive and condescending tone and just cared less about me and that his word was final, and he proceeded to drop the call on me. I called back to your call centre to inform him about this ordeal that had taken place and was very emotional, couldn’t even express myself, I just broke down and cried. Could I please be refunded my full value of the purchase I made, as I no longer want anything that will associate me with Woolworths, from the emotional abuse I have suffered at the hands of this monster. Could I also be compensated for the trips made back and forth to your store and I do have my tax invoices on request. I also want a personal apology from him in writing and also face to face, for putting me through such.

I sent this email of complaint to Woolworths Online on 03/11/2023 at 19:53pm and I have not received any response.