Formal Complaint Regarding Customer Service – Woolworths Promenade

Dear Customer Care Team,

I am writing to formally log a complaint regarding the poor customer service I received today when contacting Woolworths Promenade.

This morning, I called to enquire about stock availability and was placed on hold for approximately 10 minutes, after which the call was disconnected. I then phoned again, provided my details to another agent, and was advised that someone would get back to me. No feedback was received.

At 13:15, I called again to follow up and spoke with a staff member named Zayaan, who said she would check the stock and return my call. When she phoned back, I was outside and it was windy, which made it difficult for her to hear me clearly. I repeated my details and spoke louder so I could be heard. Instead of assisting me, she commented that she did not like my “tone” and stated that she would not help me if I continued speaking in that manner.

I found this response completely unprofessional and unnecessary. At no point was I rude or disrespectful — I was simply trying to be heard in a noisy environment. What was most disappointing is that no apology was offered, and the call ended without any assistance or resolution. I spoke to the Manager Tim and he advised he will address this.

This experience has left me extremely upset and disappointed, as I have never encountered such treatment from Woolworths before. I strongly suggest that staff who handle calls at the Promenade branch receive additional customer service training, particularly in handling phone queries and difficult call conditions professionally and respectfully.

I trust this matter will be taken seriously and addressed accordingly.