Incorrect pricing and poor handling of my refund – Checkers Mall of the South

Complaint: Incorrect pricing and poor handling of my refund – Checkers Mall of the South

I am extremely disappointed with the way my recent complaint was handled by Checkers Mall of the South.

On 8 September 2026, I did my grocery shopping at Checkers Mall of the South. As I always do, I checked my receipt when I got home because I have experienced incorrect charges at this store before.

I noticed that a Tupperware tap, which was marked on the aisle at R139, was charged to me at R169 at the till. That is a R30 overcharge.

I immediately contacted the store. I had to call three times before my query was properly attended to. After I indicated that I would escalate the matter, the branch manager, Ethan Petrus, contacted me.

Ethan asked me to WhatsApp him my receipt and the barcode so that he could investigate the matter. I explained to him that I could not afford to drive all the way back to Mall of the South simply because I had been incorrectly charged. He specifically told me to send him the details, that he would investigate, and that once it was confirmed that I was owed a refund, someone would arrange to bring the money to my house.

I trusted what the manager told me and sent everything requested.

Since 8 September, I heard nothing. Today, 17 September, I am the one having to follow up. I was then suddenly told that the branch manager says they cannot process the refund unless I physically return to the store.

This is extremely frustrating and unacceptable. I should not have to spend additional money on petrol and my time to correct an error made by the store, especially after the manager himself gave me a different arrangement and asked me to provide all the information so that the matter could be resolved.

My concern is also bigger than just the R30. This is not the first time I have noticed incorrect charges at this branch. This time, I decided to check properly and report it.

I would like Checkers to:

1. Explain why an item marked R139 was charged at R169. 2. Honour the arrangement communicated to me by the manager, or provide a reasonable solution that does not require me to incur additional costs to correct the store's pricing error. 3. Investigate why incorrect pricing appears to be happening and ensure that customers are not being overcharged at the tills. 4. Address the poor communication and lack of follow-up on my complaint.

I shop at Checkers expecting the prices displayed in the store to be accurately reflected at the till. Customers should not have to scrutinise every receipt simply to protect themselves from being overcharged.

I am requesting that this matter be resolved properly and that I receive my R30 refund without being required to incur further costs because of an error that was made at the store.