Mr Price Group / MRP

I went to Mr Price Sport Tygervalley on Saturday 31st December 2022 at approximately 13:20. When I entered the store, I had my phone, wallet and car keys with me.

I took a basket and put my phone, wallet and car keys inside the basket. I proceeded and took a shorts and sport bras that were displayed in the front isle. I put these items in my basket. While I was busy a lady staff member came and asked if I needed any assistance to which I answered, “I’m fine”. She then advised that they are currently having a sale. I then asked what’s on sale and she pointed at the various sections. Whilst we were talking, I realized the basket handle was broken, to which she gladly assisted as she fetched me a new basket. She put both baskets on the floor and transferred the items to the new basket. While she was doing that she asked if I saw the R10 bags on sale and I asked her to show me. She pointed at the bags and then immediately said let me show you where they are. She handed me the basket whilst on our way.

When we got there, I saw a laptop bag for R10 and grabbed it and put in my basket. I also saw a black gym bag for R50 which I also took. She then advised that there is a nicer one also selling for

R 50. She kept it aside for herself, but she thinks it is a better fit for me and that she will fetch it. She came back with the bag, and I really liked it, so I took it. I thanked her. I then walked towards the fitting room, when I saw shorts and I took two sets of sizes and put them in the basket. When I got to the fitting room, I was told to take the items I will fit, and they cannot exceed 6 items. I then reached inside the basket for my belongings, my car keys first, I got them, I also took my wallet and when I reached for my phone it wasn’t there.

I removed all the items from the basket and my phone wasn’t there. I immediately proceeded with my basket to the lady that was assisting me and asked her “Where is my phone as you were the only person who touched my items while swopping baskets for me” she said she doesn’t know!

The Assistant manager came and asked if I lost my phone I said YES, he asked which one, I told him an IPHONE 14 Plus and he was stunned and said “This cannot happen, it is now a second iPhone in 1 week “implying that there was another phone lost in the same shop within a week. He then asked for my number so he could call it, at that moment the lady that was assisting me, said she also has an IPHONE, she will fetch it to help me track my phone and she ran to the back. While she was gone, one of the male staff members called my phone it rang once and went to voicemail, when he called it again it went straight to voicemail. The Assistant Manager came with an IPAD to assist with tracking my phone. While we were busy doing that the lady that was assisting me came back without her cellphone that she supposedly went to fetch, and she said she doesn’t have data.

The lady who was assisting me requested for my alternative number as she said she knows people that can track IPHONE. She will help me, so I gave her my work cellphone number.

The Assistance manager and the two staff members helped to track my phone and it was offline on iCloud.

I, then went to iStore at Tygervalley mall so that they can track it from their side, but they couldn’t as it was switched off, and I asked them to lock it as it has been stolen.

I went back to Mr Price sport Tygervalley so that I could ask management to search her, due to the fact she was the only person that engaged with me whilst in the store till the moment my phone was gone. When I got there the Assistant Manager and some staff members informed me that they are suspecting her as they saw that she was with me the whole time, however I was told that she went on lunch, at that time I received a notification on iCloud that my phone has been found, meaning the phone was switched on again which happened while she was no longer at the shop.

I tried calling it and it was ringing. When I tracked the location, it was now in Cape town CBD near a cellular repair shop according to the map. During this time, whilst all this was happening, she called me and said I should urgently send her my phone details: The IMEI number and the iCloud login details. According to her the person whom she knows would track it was waiting for those details.

I had put her on loudspeaker as I was with the store management. I told her I don’t know those details and she said when I get home, I should take a picture of the box with IMEI number urgently. I said OKAY and she hung up, she further sent me a WhatsApp message requesting my phone login details so she can track it at her capacity.

Store Management took my contact details and said they will investigate and give me feedback.

Later in the day when I checked the number that she texted me with on WhatsApp and found out that she is using business WhatsApp for selling clothes and iPhones.

From there she never texted me again, I only keep receiving spam links requesting my phone login details.

I escalated that information to the store management as for me this was appalling.

I was shocked to be informed that there’s no footage as there are no security cameras at the store.

I met with Mr. Price sport Tygervalley Area manager a week later, since then I have not received conclusive feedback as to how this matter will be resolved. I’m informed they are investigating only when I follow up and it’s almost a month since the incident happened.

The last time I checked she never came back to work after the incident, and I feel that by me entering their store I put myself at risk, in actual fact all customers are at risk when entering that store.

I need my phone replaced and Mr price sport Tygervalley should be accountable and hold principle as this was done by their employee while on duty inside their shop where I as a customer should be safe.

As per the area manager the matter was escalated at head office and to date I have not received any feedback. The area manager does not answer my emails anymore and my calls are not picked up.

Horrible online shopping service. I have purchased an order 2 months ago without delivery of the items. I have waited on multiple days for a courier to deliver an item only for no one to pitch. I have called the customer service centre over 5 times without the issue being resolved. Really horrible experience and have lost faith in the Mr Price group

I bought 2x cricket balls from Mr price sport Richards bay now and the one ball was R79.99 the other ball price is scratched off but you van still see it is R79.99.bar code is the same. The manager helped me and said that she will not give me the one ball for R79.99 because on the system it is R99.99. She was rude and was not interested in to what i had to say and she raised her voice at me and even when i said that she was raising her voice at me she then shouted to the customers behind me am i raising my voice at him. That is not how a shop manager must act.i am the customer and it is not my fault the price says R79.99 and both balls is exact the same and bar code is the same.how does it work that i must pay 2 different prices for the exact same thing.

I placed an order with Mr. Price mid- Jan and expected a delivery on the 30th of January 2023 to Bryanston, Sandton. I did not receive the parcel however, received an email stating that my parcel has been delivered. The delivery address on the parcel was different to the billing address, and I made sure that I differentiated that on the order details. However, the details on the package were not as I has entered them when I got the small bit of feedback back, which wasn't helpful at all. I queried for 2 weeks about this matter with Mr. Price via email, Whatsapp self-service and calls. I was told that the parcel was with the courier company and that Mr. Price was waiting for an email confirming the delivery details. I then was informed of the delivery company used, which was Fastway Couriers. I was then told that my parcel was delivered to the wrong address.

3 weeks later and I still do not have my parcel and nothing is being done to rectify the mistake. I am so disappointed in Mr. Price and how they have handled everything on their side so much that I have had to go to extremities to investigate this case whereas I had placed the order with them. I feel that my case has not been taken very seriously with high priority. This whole mess has made me unwell because of all the stress I have gone through trying to get to the bottom of this.

In Nov we were called out by Delon from PNP shopfitters Durban, to assist with a emergency at MRP, Tubatse mall Burgersfort, Limpopo. We went out several times and then Delon start lying to us and hide away. We are now feddup with this and the are manager, customer care and head office is unreachable. Now after months we are not paid for this work.According to Vickey, [protected], the owner of PNP fitters, they have the national contract for roller shutter repairs. I need urgent steps to be taken against that company and need my payment ASAP. I have done the work for MRP, and if you do not pay me, I am going to the shop, remove my items and close the shop that you cannot trade anymore.

I ordered two items from Mr Price Home, which were delivered in two separate deliveries, a shelf unit and a 2-Step Ladder.

The Shelf unit was delivered in good order.

On opening the second package (Delivered 28/12/2022), instead of the ladder, there were two frames. I emailed customer service, and requested the collection of the incorrect package(Collected 10/01/2023) by FedEx

On following up on the the Step Ladder, via email, Whatsapp and the Call Centre over numerous days, the warehouse refused to deliver the ladder or refund me.

I visited a Mr Price store at the dobsonville shopping centre branch wanting to do an exchange and I was told I am not allowed inside the store because I was wearing school uniform, one of the ladies that works there was always very read and distasteful. I don’t know if this means that people in school uniform steal compared to those not in school uniform.

I bought 2 mobile devices from Mr Price, one was for a driver at work and the other for baby carer at home. Carers phone kept freezing and shutting down within few months, drivers' phone is fine so far. I called customer services several times and was told to email the details to them. I supplied everything, was told to take to shop bought it from, as am no longer in Gateway area eventually told to take to our local shop Liberty Mall which I did, told them I did not want a repair wanted a refund, but they insisted it has to be sent in to be inspected and reviewed. No one called I chased several times, but Eugene (dept supervisor) was always out, no one wanted to assist & left messages. NO RESPONSE. Went into shop in December he out, is never there, was told he called me several times which I don't think they ever did, possibly my phone spammed their number which I saved so it would not do that, to date no call. I have emailed customer services who have told me an area manager will call liberty mall and respond. STILL NOTHING.

I JUST WANT MY MONEY / REFUND PROCESSED. THEY HAVE THE PHONE BOX & EVERYTHING. BUT NO ONE IS DEALING WITH THIS!
PLEASE ASSIST.
From: pmb.[protected]@gmail.com
Sent: 06 February 2023 08:21
To: [protected]@mrpricegroup.com; 'Mr Price Customer Care'
Cc: [protected]@mrpricegroup.com; [protected]@mrp.com; [protected]@mrpricegroup.com; [protected]@mrpricegroup.com; 'Mr Price Customer Care'
Subject: RE: PLEASE RESPOND: URGENT: FW: Mobile phone purchase / return
PLEASE FORWARD THE MANAGERS DETAILS FOR THIS URGENTLY!
From: pmb.[protected]@gmail.com
Sent: 23 January 2023 12:19
To: [protected]@mrpricegroup.com
Cc: [protected]@mrpricegroup.com; [protected]@mrpricegroup.com; [protected]@mrpricegroup.com
Subject: FW: PLEASE RESPOND: URGENT: FW: Mobile phone purchase / return
Importance: High
STILL NO RESPONSE ON THIS FROM YOU EITHER… THIS IS BEYOND ACCEPTABLE AND WOULD LIKE A MANAGERS CONTACT DETIALS IMMEDIATELY TO RESOLVE
From: pmb.[protected]@gmail.com
Sent: 12 January 2023 12:19
To: 'Mr Price Customer Care' ; [protected]@mrp.com; 'Mr Price Customer Care'
Cc: [protected]@mrp.com; [protected]@mrpricegroup.com; [protected]@mrp.com; [protected]@mrpricegroup.com
Subject: PLEASE RESPOND: URGENT: FW: Mobile phone purchase / return
I STILL HAVE HAD NO RESPONSE AND AM TIRED OF CHASING EVERY DEPARTMENT ON THIS…
PLEASE RESPOND!
From: Mr Price Customer Care
Sent: 31 January 2023 08:37
To: pmb.[protected]@gmail.com
Subject: Re: Contact Submission From Mr Price Group Website
Hi Pmb.faw,
Sthembile Gumbi here from Team Mr Price
Please note the area Manager and the store they will be in contact with you with assistance in resolving this issue
Have an awesome day further and shout if there is anything else we can help with :)
Sthembile Gumbi
Customer Support Representative
Mr Price
http://www.mrpricegroup.com

From: pmb.[protected]@gmail.com
Sent: 09 January 2023 11:42
To: 'Mr Price Customer Care' [protected]@mrpg.com Cc: [protected]@mrp.com
Subject: URGENT : FW: Mobile phone purchase / return
Good day
I have been calling, emailing and chasing to resolve this for months please assist!

I took phone into Mr Price Liberty Mall store in PieterMaritzBurg in October after was advised I could do so, the gentleman I dealt with was Eugene Willemse from the mobile section, he advised it must be sent in to be checked and would take several weeks - minimum 3 weeks and would contact me thereafter. I did advise I would not take phone back if needed repairing as we purchased a NEW product, but he said it was protocol & must be sent in first, I guess to ensure that we did not damage it in any way first? Vodacom Repairs slip: 1839554, attached my receipt provided previously to customer care and the shop.
We purchased 2 of same devices together, our driver uses other one which has had no problems. This one however has been problematic from start, kept freezing, shutting down and needed to be rebooted over and over, I contacted Mr Price customer care to advise we want to return phone and after several emails you advised I could take to the Pmburg shop as I was not in Durban Gateway area.
At Mr Price Liberty Mall, Eugene
I did not hear back from him and kept calling in to chase up, during a very busy work period but he was never available or off work and left messages. I spoke to a Krielin who said would chase him to call after he returned. After hearing nothing I went in to store after Christmas to check (I had an op early December so was out of action for few weeks) and again he was not in, however Krielin was who advised Eugene had tried to call but the number was spammed & blocked on my phone so did not pick up his calls. I said he should have emailed us as they had this detail also? I told him I just want refund processed. He tried to call Eugene but there was no reply and if he was on leave, I did not necessarily want to disturb him but was assured he will call when he returned and have not heard anything from him. I saved their number as Mr Price on my phone to ensure it did not spam him again, but to date have not had any calls from him, they have my email address and can also whatsapp but took steps to ensure his number was saved but nothing?!
I realise this is a busy period for the stores, but this has been months of having to chase & checking in which should not be my responsibility and very disappointing!
This has taken long enough now and would like to process refund without further delay, the store has the phone with the box etc. I will NOT accept a phone back that has issues when I paid for a new one, please arrange to refund this asap as our worker has had to do without a phone who takes care of babies and requires a phone! This needs to be resolved now as has taken months!
Please action and finalise!
If this cannot be done through your services or help lines then please forward me the managers details to resolve & authorise a REFUND!

Regards

Giselle
From: Mr Price Customer Care
Sent: 19 September 2022 16:04
To: pmb.[protected]@gmail.com
Subject: Re: FW: Mobile phone purchase / return
Hi Giselle Sykes
I trust you are well,
Noma Ndwandwe here from Team Mr Price
Please be advised you can take the phone into a nearest Mr Price store with your proof of purchase so they can assist further.
Have an awesome day further and shout if there is anything else we can help with :)
Noma Ndwandwe
Customer Support Representative
Mr Price
http://www.mrpricegroup.com
I WAS TOLD THAT ITS AN INSURANCE CLAIM WHICH I DEALT WITH THEM AND THEY PASSED ME BACK TO CUSTOMER CARE SAYING IT WAS A WARRANTY CLAIM NO A FAULT FOR INSURANCE.
On Mon, 19 Sep at 8:29 AM , Pmb.faw wrote:
Good morning
Please advise re the email sent on Friday asap.
Mr Mthethwa please can you follow up to ensure a response is made?
Thank you
Regards
Giselle
From: pmb.[protected]@gmail.com
Sent: 16 September 2022 08:51
To: [protected]@mrp.com
Subject: Mobile phone purchase / return
Importance: High
Good day
Your head office has given your contact details to deal directly with your store where we purchase item.
We purchased 2 Samsung A3 Core phones at your Gateway Store in June.
The one phone is not working and has given constant problems since purchasing and we have rebooted it several times which we would like to return please. The other one which is used by our driver seems to be ok for now.
I have attached the receipt of the purchase and details.
We however live in Pietermaritzburg so not easy to come into Gateway can we take this into the Liberty Mall in Pietermaritzburg?
Please advise on the protocol on this return thank you.
Regards
Giselle Sykes
PMB Fence & Wall

Good day,

Firstly I went to the Mall of Africa branch, the staff are terribly rude and unhelpful. Almost as if one should be grateful that they are doing their jobs.
Both of the TV units I wanted that were on show were not available, why are they on display if there is no stock. I was then told the Cresta branch has 3 units, I have called both numbers listed for them, constantly engaged. I then resorted to using the WhatsApp service which is a complete waste of time too, apparently they are experiencing "high volumes of chats" and 20 mins later, no response.
Customer service in store and online is horrid. Fix your customer service urgently, you are going to lose customers, but Mr Price and their staff seem to be so well off they don't need to make sales.

I was just at the Atlantis branch (western cape), I am utterly disgusted from the service i got at this branch, I asked the sales floor assistant to keep my two items as I don't have my bank card I'm just quickly gonna go get my bank card.

Upon my return I asked her for the 2 items she did not know where the items is and the way she approached me when she told me they are not suppose to keep set asides for any customers I told her but why didn't you tell me that in the first place than I would have asked your manager but you did not inform me she was talking to me as if I'm her friend and with no respect.

I am so disapointed in the service.

This is what seems like the 100th time an online order has been incorrectly distributed to me by the Mr Price Home. I keep chancing purchases hoping this time will be better but nope, true to form, the delivery once again incorrect!

I am beyond livid, I am fuming from the service of your delivery service - M24 logistics - and if someone does not deliver my package by tomorrow, I will take this as far as I need to.

I made a purchase from My Price home on Wednesday-
They arrived at my home at around 13h00 on the 13/01.
I received 1 of 2 packages that I ordered.
I specifically asked the delivery guy if there is a second package who said No.
I am still waiting.
I checked the tracking online and says the delivery was made.
This is NOT the case, if someone stole or destroyed my furniture item, I am going to take serious criminal & legal action.
I will complain on every site I possibly can.
I will make sure the disruption is heard!
My order number with Mr. Price is: [protected].
The package of 2 door stopper rabbits has been delivered.
My gold circular bar has not.
Best my order gets to me by tomorrow and NO LATER!
Can someone in this country just provide good Service delivery!

I have made an online order on the 30th of December 2022 my parcel was supposed to arrive on the 5th January 2023

However I noticed that mr price team gave the delivery guys an incorrect address, after noticing this I inquired with them to make them aware of their mistake but they told me to ignore the incorrect address when i asked them why should I ignore that they did not answer me. Till today on the 9th January mr price has not been replying to my messages on Facebook even on Twitter.

The delivery service is poor, very much poor and dissapointing.

Good day, I am so disappointed in the service I received from the customer care line. I called in on the 03 January 2023 waited for at least 10 minutes before the call was answered, I explained my situation regarding my account, and was informed to dial *120*410#. Incorrect information was given to me, had to call in again, waited 15 minutes, explained to Nosizo, she put me on hold again, after 10 minutes, given incorrect information again, eventually told me, my account has to be closed and I won't be able to open an account now? Please educate your call centre agents correctly. I will now close my account and won't open again. Bad service.

Good day Complaints Dept

I Rachel April my ID [protected], had an account with you for how long, got retrenched, you stopped my card, start working again, send all necessary doc`s to Mr P Customer Serv, you pop up with a policy that is outstanding I paid, so if the policy is still active why not my credit limit,

this is really bad services, ive tried your recommendation to do an online credit increase the come back was :DECLINED:

with all this "merry - go-round" attitude and no services, how can I use my account/card with no credit limit but a policy to monthly payment.

Please advise

Regards

Rachel

Good day

Today 21/12/2022 I visited Mr Price Clothing Store in Vredenburg, to exchange shoes which I bought online.

At around 11am, I stepped into the store and was asked by the security officer to give the bag so that he can check the pairs of shoes in the bag, and the slip to see if it corresponds with everything on the invoice.

The consultant called the assistant manager Felicia to assist her with the transaction, and I was told that it can't be exchanged as it was bought online. I told Felicia, its fine I'm going to take the shoes with me and buy other shoes for the two girls' cash. Felicia starts to be rude, telling me that I can't take the shoes as it was already done on the system, and I have to leave the shoes. She started to insult me, by saying I'm stupid and she will never understand people like me.

I was in the store for 4 hours, of which I phoned my aunt because she was the one buying the shoes initially for my kids. When my aunt came into the store she asked for the manager, of which Felicia also told her she can't assist. My aunt asked for the manager, and we had to wait another 20 mins.

The manager, who was very helpful asked a couple of questions, and in 5 mins assisted us with no problem at all.

I will never do business in Vredenburg Sanlam Centre Mr. Price Clothing, as I received the worst service in my entire life. If this is the type of people in the stores, than I don't see the need for such incompetent, rude and ill-mannered people

Good day,

I have just been with Mr Price Home East Rand Mall.

I bought a duvet cover and looked for matching towels. Found the most beautiful towels but unfortunately no price was on the price tag. I went to the pay point to ask a lady to assist - just to scan for a price.

Well,... the rudest person I have ever dealt with in ANY Mr Price! Ofcourse your staff is not wearing name tags so I could not get a name. However, she was busy putting sale stickers on gift bags. She ignored me point blank. Did not even looked up. I stood in front of her for a good 5 minutes... not even the courtesy of : "Please can you give me two minutes or please can you use the next paypoint.. nothing! How rude!. What an absolute disgrace to think that people like that is working with the public! The guy that helped at the other till was amazing - my till slip show his name as Lindokuhle (hope it's is name).

Am paying for insurance on my cell. I filed for complains after my cell being stolen. Was 1st asked 2 pay excess fee of R300 which was no problem. Then a week later 2 pay another R330 which i did. The following day they are asking for another R30. Very incompetent from mrp claims. Costing me money every time jus going 2 town and then wait 4 ever in the lines... disappointing.

Good Day Team?

Mr Price Hartswater - 33 Df Malan Street

Yesterday(16 December 2022) i entered the store at 10h00am to release my lay-buy which i made on black friday spree.I was made to wait until 16h45pm thats when i left the store.The cashier took my receipt saying they going to check my lay-buy which is mainly my children christmas and new years kids wear.

As the day went by i enquired what was the delay about,i was met with rudeness by the cashier saying "we cant see your parcels and if you like you can take your money like any other customers who are taking their refunds,if i needed money i would have gone to the bank.I was so perplexed at this bad stinking "municipality,home affairs,traffic department" rotten client service.I could not help but look on in awe with the manager who was also helpless.

if cashier with this mentality only caring about salary they work for but not sales in the store,"this cashier is just a cheque collector thats all".the swearing and shouting in the store going unabated,No apology from the manager either.The reputation of Mr Price Group is in big trouble in Hartswater(Northern Cape) as nobody cares about policies,work ethics.This is not rare to find in Government Department because they are captured by politics,slates,factions and lack of empathy for customer service cultures.

If the likes of Mr PRICEGroup who are private are following suit,war unto you.You rely solely on sales for you to stay in business,Government depends on tax whether you sold or not they still gonna charge tax,even in your rental.Mr Price Group you can do better in Hartswater to build rapport with your customers,cashiers and manager aren't even aware that they are the front-line of Mr Price in Hartswater

till to date my receipt was kept no call nothing,i had to figure it out myself

Gloria Sehako

On the 14 th of December I went to Mr price in Ceres. when I got there. it was cash only I wanted to pay my acc with bank card where as I couldn't because their system was of. my daughter wanted a dress badly and was the only one left so I decided to use my last cash I had on me to bye the dress end something else. I literally just had a R250. ofcause with the bag it work out R251.00 in my case to be exact R250.58

I told the cashier that I only had the R250 and literally no coins. so what now so she removed the bag from slip took my clothes out of the bag and let me out with clothes without a 60cbag. I was so disgusted by that I mean is that how u treat your customers. I will never shop at Mr price again and surely going to papers with this

I purchased my techno spark 8c online on my account on the 13/09/2022 at mr price and the phone was in a good condition after 3weeks after that it started freezing and then I charged it oneday and that phone totally went on freezing on the logo of the cellular name,I tooked the phone in on the 3/12/2022 to mr pricein zevenwaght mall invoice number is [protected] but the employee that helped me still couldn't give me accurately information for what's happening to the phone I feel that their service is bad and im really feeling frustrated,my email address is [protected]@gmail.com for feedback on my problem.

Thanks in advance waiting on feedback.