I would like to lodge a complaint about an experience my family and I had at Toy Kingdom Paarl Mall on 3 August. My family and I were browsing the store when our 2-year-old daughter saw one of the toy cars on display and wanted to sit in it. I helped her into the car, and within seconds, a staff member approached me and, in a very unfriendly and rude tone, told me that I was not allowed to let my child sit in the car. While I understand that stores have rules regarding display items, the way the situation was handled was completely unnecessary and made us feel embarrassed and unwelcome. As a result of the interaction, we decided to leave the store without making a purchase. What disappointed me even more is that this is not the first time I have found the atmosphere at the Paarl Mall branch to be unwelcoming. The staff often appear uninterested and give the impression that customers, especially families with young children, are not welcome. In contrast, the Cape Gate branch offers a completely different experience. Their staff are friendly, welcoming, and create an environment where children feel included. They even have small tables, chairs, LEGO, and other activities for children, which encourages families to spend more time in the store. It creates a positive shopping experience and is excellent customer service and marketing. As a loyal Toy Kingdom customer, I expected a much better experience from the Paarl Mall branch. Unfortunately, after this incident, I will be choosing to shop at the Cape Gate branch instead. I hope this feedback is taken seriously and that steps are taken to improve the customer service and overall atmosphere at the Paarl Mall store.
