Complaint Regarding Poor Customer Service and Staff Conduct

Dear Customer Service Team at Woolworths,

I am writing to formally lodge a complaint regarding my in-store experience earlier today (Sunday) at approximately 13:00 @ Woolworths, Walmer Park, Port Elizabeth

I initially visited the Food section, where I had a pleasant shopping experience. Thereafter, I proceeded to the clothing section to have my bra size measured so that I could purchase bras.

Upon arrival, I was assisted by a male staff member who was polite and helpful. He informed me that the store was short-staffed due to it being a Sunday, with one staff member on lunch and another in the back office. I fully understood and appreciated his transparency. He then went to call the available staff member from the back office and returned to inform me that she was on her way.

However, after waiting approximately 15 minutes, the staff member (identified as Phaphama) came out of the back office in a rush and dismissed me without acknowledgement. When I expressed that I had been waiting for assistance, she responded in a dismissive manner, stating that she was busy with another client and would assist me later. Her tone and attitude made me feel undervalued and unimportant as a customer.

While I understood the staffing constraints and was patient during the waiting period, the lack of professionalism, courtesy, and basic customer care was unacceptable.

When she eventually assisted me, the experience remained unpleasant. I raised my concerns about how I had been treated and informed her that I intended to lodge a formal complaint. Instead of addressing my concerns constructively, she dismissed them and made me feel as though I was the problem. Her response lacked empathy and accountability. She also indicated that she could call a manager if I wished to escalate the matter.

I agreed and waited for managerial assistance while continuing to browse. Unfortunately, no manager ever arrived, and Phaphama disappeared without any follow-up. I ultimately left the store without making a purchase due to the negative experience.

I find this situation deeply concerning for the following reasons: • A clear lack of professionalism and respect toward a customer • Poor communication and dismissive conduct despite reasonable patience shown • Failure to follow through on a request to escalate the matter to management • An overall breakdown in customer service standards expected from your brand • The negative impact this experience had on my willingness to complete a purchase

Additionally, I expressed my concern regarding the inconsistency in how customers are treated, particularly the perception that people of colour are sometimes treated with less care and respect. This is a serious concern that should not be dismissed, especially in a customer-facing environment.

In conclusion, this experience reflects poorly on the store’s service standards and staff accountability. As a customer, I expect to be treated with dignity, respect, and professionalism at all times, regardless of circumstances such as staffing shortages.

I kindly request that this matter be investigated and that appropriate steps be taken to address both the conduct of the staff member involved and the broader customer service practices within the store. I would also appreciate feedback on the outcome of this complaint.

Thank you for your attention to this matter.

Yours faithfully

Noxolo Mali

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