Find Better ways to verify customers information

Dear Mr Price Sports Management,

I am writing to express my disappointment regarding the service I received at your Welkom Goldfields Mall branch. On my recent visit, I attempted to make purchases using my account and presented my new ID, which reflects my married surname. Unfortunately, the cashier informed me that they could not assist me because the surname on my new ID differs from my old one.

This situation caused me great embarrassment. A manager was called, and when I raised my concerns, she dismissed them by saying that many people have reported Mr Price before. I found this response unprofessional and lacking in customer care.

I would like to understand why my new ID is accepted when making account payments but not when making purchases. Could your staff not have scanned my ID or contacted head office to verify my details? Instead, I was forced to search through my phone for a copy of my old ID, which was highly inconvenient. If I had been traveling from another city, this would have been even more disruptive.

I believe it is Mr Price’s responsibility to update customer details in-store rather than placing the burden entirely on customers. I was told to email my documents myself, which felt dismissive and unhelpful. While I understand the need to prevent *****, surely there are better ways to verify customer information without causing embarrassment and inconvenience.

I urge you to equip your staff with better customer service skills and provide clearer processes for handling situations like mine. As a loyal customer, I am disappointed by the lack of support I received and hope that steps will be taken to improve this experience for others.

Sincerely, Lesego Tsie