Unresolved poor customer service

I, Shahida Petersen, loyal woolworths customer, would sadly like to make you aware of an inconceivable occurrence that took place in your Woolworths store in Westgate Mall, Mitchell's Plain.

I visited the aforementioned store as I normally would on a weekly basis. As usual, I did my purchasing making sure that I have clearly read the labels and understood the various wrewads products available.

The particular item in question is the chicken espatadas. It had clear labeling that indicated "buy 2 and save 20%". It is a product that my family enjoy and I glady purchase. At the till point I was informed that this is not the product on promotion. I then offered to show Edwina, a staff member, the signage describing the exact product. She then continued trying to explain in vain, as clearly, the proof was in the writing.

She then called the manager, Rafeeqa Swartz, who then also argued, and I am not using the word argued lightly, that I am wrong in my understanding. I then tried explaining to her, showing her the wording and she still refused to accept the "mistake".

After showing her countless promotional signage in the store and specifics of the wording she still refused to accept the truth as it was in writing.

By this time I was completely frustrated, angry and embarrassed. While I explained she told me to stop raising my voice and called me unprofessional. She also stated that it's not about the wording but the placement of the signage. Do staff of Woolworths not get trained to read and fami****ize themselves regarding products and promotions?

Customers in the store started paying attention to what was happening and she walked away telling customers that and I quote, I am "going on for nothing". After this whole debacle she then said "it's fine, I'll give it to you at that price". Where was her level of professionalism in these statements? I declined as this was not the issue at hand, it was the fact that she would not accept the fault in understanding the signage of the store that she works for and represents.

It is gravely disappointing to have been treated in this manner from a store that boasts "the Woolworths difference". It is my belief that if this incident had happened in a Woolworths store in a different area, the approach from the staff and manager would have been very different. What is even more concerning is the complete lack of professionalism and abysmal incompetence displayed by management staff employed by Woolworths. I am a grade 4 educator, and had this been a match the label to the correct object activity, even a nine year old would have gotten it correct.

This leaves much to be said for the standards set by Woolworths. I am still deeply traumatized, disturbed, shocked and mostly disappointed with my experience in this store today. As a longstanding customer, the amount of disdain I was met with is beyond my comprehension. To think that our school promoted parents buying from Woolworths and using the My School card. This was my project, as I was chosen by the principal to engage parents and guardians in this initiative. How can I, after having this ********** experience still willingly promote future possible customers to a brand that does not hold customer service to a high standard?

I strongly urge the Woolworths group to investigate via viewing any video footage available and to interview staff on hand at this time: Friday 14 of July 2023; time-frame: approximately 16:55. I've also taken the liberty of taking photographs of the signage and products, in the presence of the manager, as proof. These photographs are attached to this email.

I look forward to a response regarding this matter.

Kind regards Shahida Petersen