Jet - Non

Dear admin,

I hope this email finds you well. I am writing to express my deep dissatisfaction with an incident that occurred today, August 12, 2023, at the Jet store in Mthatha BT Ngebs. My family and I visited the store around 13:00 to 14:55, and unfortunately, we had a negative experience that I feel compelled to bring to your attention.

The incident began when my four-year-old daughter noticed a pack of candies or sweets displayed near the counter. In her excitement, she grabbed the pack, but to her dismay, it was already broken, causing the sweets to fall on the floor. At this point, a lady wearing blue jeans and a black jersey, whom I later learned is named Mafe, shouted at my daughter and demanded that she pick up the sweets from the floor.

Naturally, my wife was taken aback by the lady's behavior and asked her why she was shouting at our child. In response, the lady rudely questioned whether we would pay for the damage and instructed us to put the sweets by the cashier and pay for them. This exchange escalated further when the lady raised her voice towards my wife. I intervened and asked the lady why she was shouting at us, emphasizing that we were customers who deserved to be treated with respect. Unfortunately, she continued to raise her voice, prompting me to request to speak to the manager.

It is important to note that my wife and I were deeply offended by the lady's behavior. We firmly believe that as customers, we should be treated with respect and courtesy. We were shocked by the lady's lack of professionalism and her disregard for our rights as customers. Furthermore, when she threatened that we would have a problem with our child, we were appalled. We do not appreciate being told how to raise our child, as we are fully capable of disciplining her ourselves.

In light of this incident, we refused to pay for the damaged sweets and explained to the lady that our daughter had found the pack already broken, with other packs open as well. Despite our explanation, she continued to shout and accused us of attacking her.

I must emphasize that there was absolutely no justification for the way the lady treated us. As customers, we should not be subjected to such disrespectful behavior. I kindly request that TFG or Jet intervene in this matter and take steps to improve the customer service at the Mthatha BT Ngebs store. It is evident that there is a need for customer service training and upskilling in order to enhance the overall customer experience.

I believe that by investing in customer experience training, your organization can ensure that incidents like this are avoided in the future. Customers should feel valued and respected when they choose to shop at Jet, and it is crucial that all employees understand the importance of providing exceptional customer service.

Thank you for taking the time to read this email and for considering my feedback. I trust that you will address this matter promptly and take the necessary steps to improve customer service at the Mthatha BT Ngebs store.

Yours sincerely,

SI Laliso