Discriminatory and Unprofessional Treatment by Security Guard at Woolworths Food, Amanzimtoti, Seadoone Shopping centre)

I am writing to formally lodge a complaint regarding an unpleasant and deeply disappointing experience at your Woolworths Food store in Amanzimtoti (Dooneside, Seadoone Shopping Centre) on 26 October 2025.

During our visit, my companions and I were made to feel extremely uncomfortable and unwelcome by one of your security guards (whose name on the tag was S.Khoza), who continuously followed us from aisle to aisle. It appeared as though she was monitoring our every move, which created a hostile shopping experience.

When we confronted her about this behaviour, she stated that she had been instructed to be present in every aisle where there were customers. However, this explanation felt inconsistent and insincere — particularly because we observed that she only followed us, despite there being other shoppers (including white customers) in the same aisles. Each time those shoppers moved away, she remained focused on us.

This left us feeling racially profiled and judged based on our appearance, as though we did not fit the “standard” of customers expected at Woolworths. It was humiliating, degrading, and completely contrary to the values Woolworths claims to uphold.

What made the situation worse was the manager’s indifference. Although she clearly witnessed the exchange between us and the security guard, she made no effort to intervene or inquire about the issue. When we asked the cashiers for assistance or the helpline to report the matter, they said they would check with the manager — but even then, the manager never approached us. We were merely told that they would “speak to the security guard,” which is an inadequate and dismissive response.

We expect Woolworths, as a respected retailer, to treat all customers with dignity, respect, and equality. What we experienced was unacceptable and deeply concerning. We therefore request that this matter be formally investigated, that appropriate action be taken against the staff involved, and that we receive a written response addressing this incident.

We hope Woolworths will take this issue seriously and ensure that no other customers have to experience such discriminatory treatment in your stores.