Appalling Service - Canal Walk

Good day,

I would like report the appalling service I received at YDE Canal Walk last night, 29 October 2023, around 8pm.

I Went into the store to make a purchase but decided to also make a payment but everything was taking a very long time. As I was Infront of the line and my turn to make my purchase, a lady that was not in the que was called to go before me. The cashier lady with dreadlocks just avoided contact and continued to assist her without explaining anything and left to the assumption that she was probably there before 🤷.

Eventually from seeing the panic in our faces, the afore mentioned lady informed us that the system was slow as it was just rebooted, which of course I understood and continue to patiently wait in the que. I finally got to the till (mind you she does not greet) I gave her the items I wanted to pay for and advised I would like to make a payment of R690.00 as well. She was struggling with the till and restarting the transaction the whole time, and I not paying attention in a bid to allow her all the time and space she needed to get into her system. Next moment I hear her shouting, "Hello! Hello!" to get my attention from a different till, which I found totally rude and uncalled for, she had not informed me she was changing tills and that I needed to move over. Nonetheless she continued to ask how much I was paying, I responded R690.00, my brother shifted to the till to insert the pin code, of which the card declined to due limits exceeded. Without any further ado, she continued to serve the next customer , whilst I’m still standing there with the items I wanted to purchases laying on the till. On seeing this I asked for my card back (which was still in her possession) and walked out of the store.

I felt so disrespected as a customer by the rudeness and unpleasant manner I had been treated with, that I went back into the store to confront the lady on the poor services and uncalled manner she had treated me with as a customer. Her response not only left me shocked but questioning how such a person can be left to represent the company and be allowed to deal with customers, she blatantly ignore me the whole time I was speaking to her, and responded to me with "Haikengoku!". I requested to speak to the manager which I was told there is no manager in the store, after much back and forth one lady (with plaited hair ) eventuality said she was looking after the store but is not the manger. She request the cashier with dreadlocks to apologies, which she refused.

I asked if this is how customers are treated if there is no manager in sight or they were just outright rude? in all my years of being a loyal customer and knowing that the Establishment prides itself in high customer service, I was left feeling appalled by the poor service, lack of accountability and nonchalant behavior displayed by the staff at the store.