Customer service at Shoprite outlets under the spotlight Complaint

It took me time and soul-searching before deciding to write this letter. Three issues motivated me to write this letter.

First, in academic discourses, Shoprite is regarded as an exemplar of business excellence and corporate strategy, especially in Africa. It is, therefore, not odd to be constantly presented with case studies on Shoprite’s corporate strategy and business success in intellectual endeavours. However, I am surprised to find a contradiction with regard to customer service at Shoprite, Independence Avenue. Day by day, I thought customer service at the above-mentioned shop will improve but never did. There seems to be disorder and lack of customer service at the said store, especially in the morning and over the weekends. Specifically, the following are concerns:1) The shop is supposed to open at 07h00 in the morning during weekdays, but it is not unusual to find the shop opening few minutes later than the specified time. Imagine the early-morning rush hour being aggravated by waiting for a shop to open that does not open at the promised time or till operators looking for ‘change’ after it opened.2) Inside the shop, especially at the fruit and vegetables stand as well as at the quick-foods section, one has to literally search for, and beg, workers to help you. One has to stand and wait for them (employees) whilst they are busy with, seemingly, idle talk and other things before being assisted. What happened to the business philosophy that the customer is king? Is this philosophy proven false at Shoprite or is it an issue of a current managerial shortcoming? 3) I was surprised to return expired milk to the said shop the other day. It is unacceptable that any expired product could ever be sold at such a multi-national company and reputable brand. To make matters worse, it happens right in the heart of Windhoek, at seemingly the brand’s biggest shop.The above-highlighted issues seem petty. However, for these issues to happen at such a global commercial giant like Shoprite is unacceptable. I sincerely hope that the Shoprite executive management will give attention to these issues and rectify them soonest. MM NgwangwamaWindhoek