Dear Management, I hope this message finds you well. I am writing to express my profound disappointment regarding an incident that occurred at your Festival Mall branch, which exemplifies poor customer service. My mother and her granddaughter visited Mr Price to purchase some clothes. When my mother attempted to pay with a R200 note, the cashier refused to accept it, claiming it had a tear and would cause her till to be unbalanced. My mother received that R200 note from an ATM earlier that morning, and when we attempted to redeposit it, the ATM accepted it without any issues. The cashier suggested, in not so many words, that we should either withdraw another R200 note or spend the money elsewhere. This interaction was not only inconvenient but was handled with a lack of respect, especially towards an older person and pensioner. I understand that policies need to be followed, but the manner in which the cashier and the manager addressed the situation was unacceptable. Respectful and courteous customer service should be a priority, particularly towards elderly customers. I strongly recommend that your staff undergo comprehensive customer service training to prevent similar incidents in the future. Due to the POPI Act, I am aware you cannot disclose personal details, but I urge you to address this internally to improve the overall customer experience. Unfortunately, this incident has left such a negative impression that we will not be returning to Mr Price at Festival Mall.