Urgent Complaint Regarding Self-Service Payment System – Checkers UNIQ Rosebank Mall

Date of Incident: Wednesday, 1 April 2026 Location: Checkers UNIQ Store, Rosebank Mall Time: Approximately 6:30 PM

Dear [Manager/Customer Service Team],

I am writing to formally lodge a complaint regarding my recent experience at your Rosebank Mall branch.

Upon entering the store at approximately 6:30 PM, my wife selected an item and proceeded to pay at the newly installed self-service pay station. Unfortunately, the system proved highly problematic. Despite employees being present, none were able to operate or resolve issues with the machine.

We scanned the item, app**** our Checkers card for points/discounts, and completed payment via our bank card. The amount was successfully debited from our account. However, the system then displayed the message: “Printer is out of paper, please wait for a cashier to assist.” At this point, none of the cashiers knew how to resolve the issue.

A staff member, Palesa, informed me that the payment would be reversed the following day and insisted that I leave the item behind. I requested written confirmation of this policy, as I had proof of payment from my banking app. Despite assurances, the reversal did not occur the next day.

I had to firmly insist on leaving with the item I had already paid for, despite not receiving a receipt. This prolonged interaction caused me to remain in the store past closing time (after 7 PM). Palesa further admitted that this was not the first time such an issue had occurred, yet no solution has been implemented.

This experience was extremely frustrating. The system is unreliable, staff were untrained in handling the issue, and no apology was offered for the inconvenience. Instead, I was met with dismissive remarks such as “take your item” and “you’ll come pay tomorrow when the money is reversed.” To date, no reversal has taken place.

I respectfully request the following:

Immediate review and upgrade of the self-service payment system, or a return to the traditional cashier-operated process.

Proper training for staff to handle technical issues and customer concerns professionally.

A formal apology for the inconvenience and poor service experienced.

I trust that Checkers will take this matter seriously and implement corrective measures to prevent similar incidents in the future.