Service Complaint

Dear Sir / Madam,

I am writing to you to raise an issue about: In-store shopping

The issue that I have experienced was: On the 29 December my girlfriend and I went shopping at your store. We bought items billing up to R2054. Of those items was a perfume valued at R299 Upon our arrival at home I discovered that my perfume wasn't in the bag. We had to drive back 20 km from Gugulethu. Upon arrival we approached the cashier who assisted us thinking she will remember that she "accidentally" didn't pack our item. When we asked her she declined and said we hadn't bought a perfume. We then showed her our receipt as it was billed. Called her supervisor/line manager Penny, when she arrived we told her of what had happened and she said "eish Isikhathi Guys" meaning that her having to go and check the surveillance is a waste of time, however she went to check this with security in control room. While manager was away to do investigation cashier then took out perfume from the counter next door to the one she operated from. Cashier then told us story's that it was a mistake bearing in mind upon arrival she had opposed the fact that we bought a perfume, we gave her a chance to speak and we asked her if this was some sort of an apology? She apologized afterwards. Penny got back and acknowledged that cashier was wrong. Penny apologized, however at this stage we didn't accept and wanted issue escalated. Penny then didn't allow us to elaborate with our dissatisfaction of what had transpired. She said it needs to be attended by Head Office but they were closed seeing as it was a Sunday. Penny then filled in a complaints book failing to give us a receipt of what had been written or a complaint no. She said we will be contacted within 48 hours. To date we haven't received any form of communication.