Another Giant Retailer, TV Sales & Home, Exposed for Poor Customer Care

Several major retail outlets have been named and shamed by customers following the publication of a letter on ZimEye titled “Rudeness at the Till Is Costing Zimbabwe More Than Sales,” authored by Eastlea resident Samantha Marizani, who raised alarm over what she described as a long-standing and worsening decline in customer service across Zimbabwe’s retail sector.

Marizani’s letter struck a nerve with readers, triggering a flood of comments in which consumers shared personal experiences and directly identified shops they accused of offering poor, disrespectful or dismissive service. Many said the situation had become normalised, forcing customers to “stand their ground” just to be treated with basic dignity.

Among the outlets mentioned was Gain Cash and Carry in Ruwa, where one customer said they received “the worst service” of 2025 so far. Another commenter expressed disappointment at how far service standards had fallen, recalling a time when Zimbabwe’s retail sector was known for professionalism and courtesy.

“Very sad. I was the MD of Meikles Department Stores and a fan of TM Stores. Service was above and beyond. That’s what benchmarked the success of Zimbabweans. What went wrong? In hard times, service with a smile was a given,” the commenter wrote, contrasting past retail culture with present experiences.

Other customers singled out Metro Peech, Graniteside, calling for a “clean-up” of service standards, while Devaris Spar was accused of operating like a tuck shop after a customer was allegedly told to leave the store and look for change outside when attempting to pay for a US$3 item with a US$10 note. The customer said a supervisor supported the cashier’s stance, an experience they described as shocking for a formal supermarket brand.

“I never imagined Spar to trade like a corner tuck shop,” the commenter said.

Several contributors said customer care had deteriorated to such an extent that shoppers now had to demand respect. One detailed an incident at a busy shop where customers pay at the till and collect goods separately. After a one-litre jar of peanut butter fell and broke while the customer was packing their groceries at the counter, staff allegedly showed no concern, even as the contents spilled onto the floor.

The customer said requests for assistance and a replacement were initially rejected, with staff claiming the manager was unavailable and refusing to provide contact details. Only after the customer managed to get the manager on the phone and loudly demanded that staff take the call did a senior staff member reportedly replace the broken item.

Marizani’s original letter argues that such attitudes do not punish customers alone but ultimately damage businesses through lost trust, lost clientele and reputational harm. She stresses that cashiers and shop assistants are not merely there to receive money but are the face and brand ambassadors of their businesses.

Attempts to obtain comment from Gain Cash and Carry Ruwa, Metro Peech Graniteside, and Devaris Spar were unsuccessful at the time of publication.

As Zimbabwe’s formal retail sector struggles under economic pressure and growing competition from informal traders, consumers warn that poor customer service is accelerating the shift away from established shops.

Many echoed Marizani’s view that respectful service is not a luxury but a necessity for survival, dignity and economic recovery.