Poor Customer Service

I am writing to formally raise a complaint about the extremely poor customer service I experienced this morning at your Crown Mines furniture liquidation store.

I arrived at approximately 08:47 with my mother, expecting to receive assistance as we were the first customers in the store. Unfortunately, this was not the case.

Upon entering, we found three staff members (two ladies and one gentleman) engaged in personal conversation and gossip. Despite greeting them, we were completely ignored. No one acknowledged us or offered assistance.

We had to call one of the ladies ourselves to ask for the price of a study desk. She appeared unaware of the product, expressed surprise that there was no price, and made minimal effort to assist. She briefly checked her phone, claimed she could not find the item or price online, and did not offer any alternative solutions or guidance.

We specifically visited the store to purchase a “ghost” coffee table we had seen advertised on social media. When we asked about it, the same staff member simply responded by asking whether we had checked “the other side” of the store, without offering to assist or accompany us.

We proceeded to search the store on our own. Despite there being multiple staff members present and no other customers, no one offered help guidance, or even basic acknowledgement. We were left to navigate the store entirely on our own.

At the counter, we approached a male staff member for assistance. Instead of helping, he questioned whether we had already been assisted and then called over the same employee, who again failed to provide any useful information. We were not offered the option to order the item from the warehouse or have it delivered, which would have been the expected level of service.

Overall the experience was highly unprofessional. Staff were disengaged inattentive, and more focused on personal conversations than assisting customers. At no point did we feel valued or welcomed.

This was extremely disappointing, especially considering we made a deliberate effort to visit your store with the intention of making a purchase.

I trust that this matter will be taken seriously and addressed accordingly.