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| Title of Complaint | WOOLWORTHS CANAL WALK |
| Date of Complaint | 23 May 2007 |
| Company | Woolworths |
| Complaint | I have been a Woolworths World of Difference customer for nearly a year and a half, and have always received wonderful service, until my experience over the past weekend.
My son received a R100 gift voucher for his birthday and I went to Woolworths Canal Walk to purchase him a few things. I have to say, that the service I received was appalling ... so much so, that I will NEVER EVER go into that particular store again. On Saturday, 19th May, I purchased a few things in the kiddies department. The bill came to R109.00. I paid with the R100 voucher, and gave a R50 note for the balance of R9. Firstly, the cashier just walks away, in the middle of the transaction, not saying a word to me ... she comes back about 5 minutes later, and says "I'm just waiting for someone to come authorise this". I waited 15minutes for someone to come and authorise the voucher. In this time, customers on either side of me came & went, and an elderly couple also ended up waiting for about 10 minutes. We were shocked to learn that we were required to phone the manager ourselves if we waited too long in the queue. We mentioned to the cashiers that we'd like someone to call the manager, no one did. The person doing the voucher authorising, took her own sweet time, didn't even utter a word of apology to any of the customers standing there, didn't even look us in the eye or anything. I think that this is purely disgusting service, pathetic actually .... Then, to top it all off, I received ANOTHER VOUCHER of R41 (when I had given a R50 cash note, expecting to get my change in cash ???) I asked the cashier to please reverse it so that I can get my change in cash, as I refused to come back to this pathetic store with it's bad service, and was told "no we can't" .... I was furious by this time, and eventually I called the number given for the manager on duty. I was greeted by an answering machine. A few minutes later, someone called me back, and I waited for them to arrive. When they eventually did, after another 5 minutes of waiting, I was then led back to the kiddies section, where I again had to wait for the manager to arrive. I explained the situation again, he took the voucher I was given brought me the R41 in cash and said "sorry about that, I was busy downstairs" ... end of story. This is the WORST service I have ever experienced in a department store... as far as I know,Woolworths always prides itself on customer service, but this is ridiculous. Either these people are not clued up on customer relations, or they were just not interested in helping out. I have sent a letter to head office management of Woolworths, stating that they need to do something about the state of the service in the Canal Walk Store ... I have read a few articles in the past year with regard to that particular store, and nothing good at all ... mostly about the lack of goods on the shelves (which I also think is a problem) and the lack of service ... which I have now personally experienced. I find it hard to believe, that the Canal Walk branch is one of the biggest, yet delivers the worst service (customer relations-wise as well as with their products on shelves). I've also looked at most of the complaints on this website, and noticed that none of them had a response ...typical customer service don't you think ???? |
| Response on behalf of Woolworths | Awaiting a Response |
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