Pathetic safety protocols at Flanders Woolworths.

I am certainly not one to complain over petty things, especially in a retail environment as I once worked in retail and understand its many challenges, but recently my experience at the Mount Edgecombe (Flanders Mall) Woolworths branch left a very "bitter" taste in my mouth. On the 9th of April 2021, I visited the store and due to a faulty fridge that was leaking, I slipped and had quite a hard fall.

The staff were well aware that their fridge was leaking because pieces of cardboard boxes were strewn around the area, however the water still leaked beyond that point. There was no caution signage placed anywhere, and I managed to take a fall.

Even though I fell hard, my first thought was that I am so grateful I could stand up and didn't break anything, everything seemed fine except for aches and pains, I went over and informed a cashier and he informed a female supervisor, who didn't say anything to me, no apologies, nothing!!! She just scurried over to the area of the incident and acted like she was shocked, however it was very obvious that they were well aware of the leaking fridge.

There was no exchange of details, no concern if I was ok and no offer to file an incident/accident report. I came home and immediately emailed their head office and then I sent a private message on Facebook, that was my first step, to handle the issue in private and thought maybe the store manager would have the decency to contact me and be apologetic at the very least.

It was only when we realized that Woolworths head office and every other junior staff member of the store would be contacting me and my husband with petty excuses and lame explanations that I realized I was being patronized. Over a week has passed and I have been having endless back issues ever since that fall. Yet not once did the store owner or manager contact me. Gafsa Schroeder, their customer escalations specialist is the most patronizing of them all. Her email stated: "It is our aim to reach an amicable conclusion in all instances where our customers had a less than positive shopping experience within your stores. However, fault, can only be awarded by a court of law and in this regard, your response and view will always remain the same."...

As far as "Fault" goes... Any person with common sense would look at the series of events here, your floor was extremely wet and slippery, which your line manager agreed was the case, your staff members aware, which he also agreed to, no staff member was managing the area, which he agreed to as well, and lastly there was no caution sign put up, which he also agreed to. This was all discussed telephonically and basically it was exactly as I said, a case of utter negligence.

So to you Gafsa Schroeder, I would like to say, that you sound like a cold and unfeeling individual whose main function is to patronize and manipulate customers and basically "make the problem disappear" Your staff were unconcerned and unapologetic and did not report the incident or take my details, nor did they check on my well being after the incident.

The underhanded, dishonest and pathetic way this whole incident was handled is a true reflection of your code of ethics, which is basically non existent. Woolworths Flanders Mall take a page out of your neighbouring store, Mount Edgecombe Spar, I frequent both these stores, approximately 3 times a week as they are across the road from each other. The customer relationships at their store compared to your store, far exceeds the expectation of the customer. They go above and beyond to ensure their customers are satisfied and treated in a dignified manner.

So basically my point is, treat your customers with dignity and respect, they did choose to shop at your store after all. Woolworths is a money hungry brand with no morals and zero compassion, untrained staff who do not follow proper safety protocols and Store Managers that apparently palm their duties off onto those who work under them.

Wake up Woolworths!!!! Regards Merishka Hajari