My complaint:
To whom it may concern
I would like to bring forth a disappointment, dissatisfaction and complaint, that I experienced today; 4 May 2023 between 14:10 – 14:33; at Checkers- Baywest Mall.
I am a regular buyer both in store and on Checkers Sixty-Sixty, which is collected from this very same store – and through most interactions, whether I am returning a product, telephonic and in person- I have NEVER experienced the rudeness that I experienced today.
I was looking for a teller that was less busy, as we had less items and came across till 9. At the time the till was not open and had been closed off by the silver closing (which indicates that we can’t pass through that section), however there was a teller that was holding her money bag and till, which indicated that she was about to open. I stood at a safe distance, but in the isle, so I don’t intrude, waited for her to open the silver closing and approached. She clearly saw me standing and asked patriots at till 10 who were second in that que to come to her till, (till 9), while I was standing there. I asked if she could see me and asked that she help me, as I was waiting for my elderly mom and she proceeded to tell me, rudely at that, that she could not help me and that I should move, as the next in line, were in isle 10. We exchanged conversations and I called her out on her bad attitude and further went to tell her that there is definitely a way to talk to clients about the processes as this is not clearly marked in those isles.
My 71 year old mother, was already in the que and could have been assisted and the teller still insisted that she move and assist the couple that was in isle 10. She called the couple atleast 3-4 times, to come to her till, while we were having this conversation. I asked for her name, which is Samantha and proceeded to ask for a manager.
The 2 individuals told me that it would take time to find a manager and then referred me to a manager that would have been behind them, all along in the booth, by the name of Rushka. I explained the situation to her, to which her response was that she would speak to her once all the clients were away from the till. There were no apologies for the encounter but she nodded and agreed that, the encounter was wrong.
By the time I got to my mom, she had still not yet been assisted as she had moved to till 10, where we were helped by Waronita.
I am extremely disappointed at the service received and process followed to help with such a situation, which is why I am expressing my disappointment in a noted email.
This is not a “the customer is always right”situation, but rather a gesture of a simple kind explanation of Checkers Baywest processes that could have gone a long way.
Please can you urgently attend to this matter and make sure that all tellers on the forefront know the procedure and tone for explaining Checkers processes when it comes to who is next in line, when the que was closed.
Yours in service
Tricia Grootboom
Suggested solution:
By training staff accordingly
