Appalling treatment form Woolworths South Africa

Name: Thandokuhle Buthelezi Date of Incident: 14 March 2025 Time: 12:45 pm Store: Contact No.: *** Woolworths Food – Sunningdale Durban North WRITTEN FORMAL COMPLAINT: APPALLING AND EMBARRASSING TREAMENT I am writing this statement with such disappointment and embarrassment due to an incident that took place today at one of your stores in Sunningdale today, 14 March 2025. This is my formal complaint which I hope you take it seriously and reward the attention it deserves. The incident happened as follows: 1. After my day at work I made a stop at Woolies Food, as per normal to purchase food essentials as per my normal routine. As I entered the store, I made my way through the fruit and vegetables aisle and filled my basket with food I need and proceeded to the next aisle. 2. Whilst navigating my way through the aisle I noticed the designated security personnel, whose name is known to me as Nompilo Khoza (works for Red Alert Security Company), was following me around as was navigating my way. I found this quite odd and unpleasant as this has never been the situation at Woolies. I dismissed it as a new standard procedure and continued to do my shopping. 3. As I continued through the aisles, I made my way to the cold meats section where I picked up Ham, chai seeds and other items. Whilst moving through the aisles I stumbled through chicken strips and decided to exchange the ham that I had already added to my basket and replaced it with chicken strips and left the ham there. 4. I then proceeded to the wine section, where I also added wine to my basked and after that, proceeded to the till to pay for my grocery items. However, I noticed with concern that the very security followed me to the wine section, which really started to make feel very uncomfortable as it was now obvious that she was following me with an intention. 5. I paid for my grocery and then left the store. As I was making my way to my car, another male security guard, whose name, I unfortunately did not get, followed me and stopped me and asked me to come back to the store as there seemed to be a problem. Confused as I was, I proceeded to do as requested and followed him back into the store. 6. With a very rude and degrading tone, he asked me if I think there is a problem, which left me confused as I was still trying to figure out what was happening, I responded to him and told him that I do not think that there is a problem. The female security on the other hand was asking me about the ham. She asked me if I had paid for the ham. I responded and told her that I did not pay for the ham because I left it in the fridge when I made the decision to take the chicken strips as opposed to the ham. She then demanded to show me where I had placed the ham and I shouldpoint it out to her. At the stage I was embarrassed and livid at the time because the incident had now turned into a spectacle. 7. To embarrass me even further, I was asked to empty the contents of my bag to check if I had not “******” anything. It was at this very point where I became extremely furious and appalled by the manner in which I was being treated which was tantamount to that of person who was regarded guilty of theft. I had a peach in my bag which was part of the lunch I was carrying at work but did not get a change to eat. She question me having it and asked why I omitted to mention that I had peach in my bag. I then went to question her as to when that became a statutory procedure when entering Woolies stores. I asked her to show the policy that informed the procedure which required me to disclose all the contents of my bag before entering the store 8. At this point I was totally in shock of the conclusion that they had reached and the treatment I had received. The attention that the whole incident had drawn and the unfounded subliminal accusation and assumption of theft that I had committed. I then demanded that the manager be called immediately. 9. The two managers, Cedrick Mkhize and Londiwe Ntshangase appeared to try and resolve the brutal treatment I had received. The only thing that they could say, after such damage and embarrassment to my persona was “sorry” which aggravated my anger as this statement came with no remorse and no regret to the embarrassment, they had caused me. No person deserves to be treated this way. Looking at the unfolding of this incident, it is evident that the security had targeted me from the time I entered the store and stereotyped me based on various things to which I choose not to mention herein. It is utterly disappointing that a person can be accused of theft with no proper evidence whatsoever and the only apology I get is “sorry” . Sadly, I am adamant that a person of a different race would not be treated in such a manner and would have been afforded much dignity when handling a case of similar nature. Thus, being stated, I request that Woolworths take necessary steps to resolving this situation. The treatment received at your store is nothing less to defamation to my character and had caused damage to me emotionally and otherwise. I have further posted this complaint on various social media channels and I hope you will take the necessary steps to rectify the situation and remedy your reputation as a trusted and respected brand. I look forward to hearing from you. Thandokuhle Buthelezi