Pick n Pay, Boardwalk, Summerstrand

Heavy handed treatment results in arrest of a patron

Pick n Pay, Boardwalk, Summerstrand Dear Manager Regarding: Mr NM I would like to lay a formal complaint against Pick n Pay regarding an event which took place at Pick n Pay, Boardwalk, on 12 August 2026 at roughly 17h00 in the evening. The event led to the arrest of a patron, as well as a night in jail, and a court process, over a single block of cheese. I will lay out for you why I believe the person involved is innocent beyond reasonable doubt, as well as why I think Pick n Pay may be at least in part responsible for what took place. The accused is Mr NM. He has a clear track record with no ******** history, is self-employed, employing several others in his small self-run construction team, is a father of three, and has been a friend of mine for the last 12 years. He has also previously resided at my residence and been a part time employee of mine. I don't believe that many other people could account for his character with as much confidence as I can. If I may lay out the circumstances: Mr NM attended Pick n Pay, Boardwalk between 16h00 and 17h00 in the evening, which is within walking distance of our then home (incidentally I have recently moved out of Summerstrand but still live locally). He first passed through Woolworths where he purchased a few select items, and proceeded to Pick n Pay for his staple items, as per his usual shopping routine over the years since the opening of the Boardwalk. He left Woolworths with a few loose items in a Woolworths trolley, so as to avoid paying for a Woolworths carry bag. At the Pick n Pay entrance he inquired of the security guard whether he was required to park his Woolworths trolley and take a Pick n Pay trolley, as this was usually enforced, however on this day he was waived through by the security who gave him an all clear to proceed. He shopped for a few items and then moved through to the till area. He decided at late notice to pick up some Coca-Cola and left the till, where his trolley was put on hold and other customers were attended to. On returning he paid for the outstanding Pick n Pay items, and with the few Woolworths items remaining in the trolley passed through the till and packed them all into Pick n Pay plastic bags. He failed to recognise a Pick n Pay block of cheese amidst the Woolworths items - this was packed into the Pick n Pay bags with the rest of the Woolworths items. At the exit the alarm went off, and the security waived him to continue through. He however stopped and asked them to check his trolley as he was unaware of anything that was outstanding. The unpaid block of cheese was found in a packet. The store manager was close at hand and without any inquiry into the circumstances immediately on this spot called him a ‘*****’, refused to review any circumstances around the event, or review CCTV footage. The manager called the police and asked them to open a docket against Mr NM. His wife and child arrived and implored the manager to review the decision; this request was ignored by the manager. The police also asked the manager three times what was to be gained by arresting him; this request was ignored by the manager. He spent the night in jail at the Humewood police station and was escorted to court the following morning. He experienced harassment and attempted theft of his shoes by other inmates on trial while in the holding cell. In the court room, the magistrate was confused as to why such a response was required for this case as there was no solid evidence of theft. His Zimbabwean passport was cross-checked by the defence lawyer and showed a clear track record, recent legal travel to and from Zimbabwe, as well as a waiver to be in the country in light of his up-to-date pending application for a work permit. The prosecuting lawyer wanted to conduct an independent review of his passport and record, the case was postponed until 28 September 2026. One cannot deny the fact that a block of cheese was found in his trolley on leaving the store. It will be up to your judgement to make the call as to whether he was the victim of his own clumsy error, or whether this was a true case of theft. I for one believe that it is beyond reasonable doubt that this was not a case of theft, considering the following facts: He has a clear track record. He sent an amount of R3500 back home on that same day (as he usually did monthly), and left the store with money in hand. He made no attempt to conceal the block of cheese in dispute. He inquired of the security on entering whether he could proceed. He inquired of the security to check his trolley when the alarm activated on his leaving, despite being waived through. I believe that the Pick n Pay staff involved in the incident are partly responsible for the arrest and subsequent traumatic events he experienced. The first point is that the door security allowed him into the shop with loose items from another store in the trolley. This in my opinion was incorrect and exposed him to the unnecessary risk of making an error which could have placed any shopping patron at increased risk for incurring the same mistake. I request the following: That you will withdraw the charges against him pending clearer information and an internal investigation of the event. That you will evaluate whether there was a breach of the Pick n Pay code of conduct by the door security, when he was allowed entry with loose items from another store in his trolley. Surely you cannot activate the law if your actions have directly or indirectly placed a shopping patron at increased risk? The third point is that you have not allowed him the benefit of an open discussion or a review of the CCTV footage to finalise the facts before charging him. You profiled him as a ***** on the spot and I don’t believe this treatment would have been enforced on all persons in a similar position (e.g. would my wife and children passing through the entrance with an unpaid block of cheese have been arrested?) I would also like to ask of Pick n Pay whether they have a code of conduct and whether such aspects as Courtesy and Redress exist in your framework? I attended Pick n pay in person on 19 August and spoke to a member of management, explaining my requests and asking for assistance. My name and number were taken and I was told I would be contacted as soon as possible. I have had no correspondence from them since. Kind regards JS