Pathetic Customer Service

Good Day,

Failing a complaint with the customer service received from one of your branches in PE Gardens.

Complaint : On the 3rd April 2024 I was assisted by a friendly at the Ninapark Woolworths in Pretoria. With a voucher to share with my sister in PE as a wedding gift. The lady at Nina park did all the necessary checks and even shared an email of the voucher with the team in PE. I then asked for the attached details so that I may share details with my sister. Before leaving the store I asked the lady to confirm of there is no need for a voucher card to be shared with the team and she clarified that she has sent it via email to the branch.

My sister went collect their voucher in PE the on the 6th April. However, on her arrival at the store she was advised that I need to send her a voucher number I then shared the attached with her and confirmed that they need to look into the mails shared. To my disappointment they refused to assist without a voucher card. My sister confirms that she was treated as a ****mer and embarrassed in front of people with her husband. Such a dissatisfactory service from such a respected brand.

Please note I only went to Ninapark as I was around the area,meanwhile I stay in Soweto.

I went to Soweto Jabulani Mall to confirm what needs to be done and they confirmed that they couldn't assist and I need to go back to Pretoria North.

I asked my sister to try again hoping she will get another person that might know the process however she was assisted by the same people.

On the 04th July 2024 I then went back to Ninapark to resolve the matter and the lady remembered me and to her shock she stated that the PE branch was suppose to open the attachment on the email to view the voucher number.

The manager was then called to assist and called the branch to try and resolve the escalation. The manager even showed me that the mail was shared with the PE Gardens branch on the 3rd of April however they confirmed on call that they missed it and do not understand the process.

I was then so disappointed and inconvenienced in regards of my sister not getting her gift on time for her wedding. We literally had to wait for two months to get the query resolved. Meanwhile I had to travel all the way from Soweto to Pretoria North to get the query resolved. You may ask why I didn't call however I've tried three times to contact the Ninapark branch yet was transferred from one pillar to post.

Yes , I was assisted with refund the voucher in a form of a voucher card.

However, I am dissatisfied with the amount of petrol used to go and resolve this query on because one failed to ask for assistance or asking for education around your processes..

Im looking to be reimbur*****t for the petrol wasted in traveling back and forth from Soweto to Pretoria and back just resolved a query where the PE branch could have requested assistance..