The Sweet Service Award goes to Pick ‘n Pay Garden’s Centre and its ever efficient Annie Hendricks, who assisted in getting Pick ‘n Pay gift cards, with high values loaded on them for use in paying municipal accounts, replaced when they were blocked after my handbag was stolen at Nap coffee shop in the Cape Quarter. She also assisted in getting the value of the points on the stolen Pick ‘n Pay Smart Card transferred to a new card.
The Sour Service Award goes to a disinterested staff member at the V&A Waterfront branch of Exclusive Books, who was abrupt and rude when I went to apply for a replacement Fanatics card, having been in my purse inside my stolen handbag. He was very adamant that the Fanatics loyalty card has nothing to do with Exclusive Books, not being able to explain why the company charges a R20 replacement cost for the card (no other Loyalty Card replacement has a charge). I asked him if he was a new employee, and he proudly replied that it was his last day. He continued his rudeness in front of his supervisor, clearly not interested in customers and how his attitude was damaging to the image of Exclusive Books.
The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog. Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at whalecot@iafrica.com. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.
Chris von Ulmenstein. Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage
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Good day,
I am terribly sorry for this terrible service. There is no excuse for this type of behaviour. Fanatics is indeed part of the Exclusive Books brand, and proudly so. We have informed the shop management of this and it will be dealt with accordingly.
Fanatics charges a R20 lost card fee for people who lose their cards.. We however waive this charge in the case of cards lost through criminal activity. We will happily replace your card free of charge.
Please email info@fanatics.co.za and we will process your card as soon as possible.
Once again, my sincerest apologies for the experience.
Regards,
Lood du Plessis
Fanatics Manager
Thank you for your reply Lood, and my apology for the delay in replying due to a technical error with our Comments facility.
I have paid my R20, but did not receive a receipt for it. I have not heard from anyone – I remember the disgruntled staff member saying that I would be called for address details etc. I have not heard from your company.
I’ll send the e-mail shortly.