Horrible Management Skills and Customer Service

On the 2nd of July 2021, I sent a complaint email about the Westgate Woolworths store email to the Woolworths customer center and I received feedback that my complaint has been sent to the store manager for investigation and they will contact me back. Today is the 10th of August 2021, and I still have not heard anything from the said store manager, clearly there are some complaints they see as a waste of time. And I request that my complaint be escalated to the Regional manager or someone higher and will be willing to address my complaint.

Below is a copy of my complaint directed to Woolworths, edited as I have already received a response from the center manager who also advised that they sent my complaint to the Westgate store manager:

I write this email as a very disappointed frequent shopper at the Westgate Shopping centre.

On Thursday 1st July 2021, at around 15H00 I went to the centre to do some quick shopping before heading home. I was travelling with my 2year old daughter.

The first store I went into was Woolworths as it was the closest to the entrance from the parking lot we used, and I needed a few food items from the store. On my way to pay I realised that the queue was too long and decided to leave the items, as there is another Woolworths (Westways) close to where I live. When I was about to exit the store, I was stopped by security telling me that my daughter had to get off the trolley and we leave the trolley at the store because we did not buy anything at the store. I was surprised by this and asked her where exactly is it written that we cannot use the trolley if we had not bought anything, and why does this apparent rule only apply to only that specific Woolworths and not other Woolworths like Clearwater, Cradlestone, Eastgate, etc. She then told me that she was instructed not to allow customers to leave with trolleys if they had not bought anything at the store. She seemed to be irritated by my questions, I then requested to speak to the store manager.

When the store manager arrived I told her what the security lady told me, and she responded by telling me that she is relatively new and that is what she was also told. I asked why does the rule only apply to that specific Woolworths store, and she said this is a rule set out by the centre management. I then asked her why does Game allow us to use their trolleys without imposing such a rule? and if she could please show me where this rule is stated for the customers to take note of. She said she will get someone from centre management to come and address my complaint/issue. I waited for 15-25 minutes, then she came with some guy and informed me that she is unable to get ahold of the person she said she is going to get. She then informed the guy she came with (also a Woolies employee) about my issue, the guy said what the two ladies told me is true, but could also not show me where this apparent rule is written so that the customer can take note of it. He then said he will allow me to take the trolley.

I'm writing this complaint to get further clarity from Woolworths and the Westgate centre manager. If this is a rule imposed by Woolworths, why does it only apply at the Woolworths at Westgate but not other malls? Does the fact that the shoppers at this mall are predominantly black and never lay complaints also a deciding factor towards this decision? Why is there no notice at the store informing customers about this rule? if a customer is expected to comply by the rule they should at least be made aware of it.

To the centre manager, if this rule is imposed by Pareto Limited or Mowana Properties, why is it not clearly stated at the entrances? so that customers like us who are travelling with kids can know that the mall is not family friendly. We are all aware that there are some stores (especially clothing stores) that do not have trolleys for customers. If a customer starts by shopping at those stores are they expected to walk around the mall holding many plastics and also hold their kids hands? If this apparent rule is imposed by the centre manager, then the centre should at least provide customers with trolleys branded as ones that belong to the mall. In as much as we are customers to Woolies, Clicks, Foschini and other stores, we are ultimately customers of Westgate mall as a whole.

I await the soonest responses and resolution to this matter from Woolworths, as this is the closest mall to Helderkruin and I really would not want to go through that time wasting experience again.

My contact number is *** (***)