Repeated Unprofessional and Dismissive Customer Service

Unacceptable Customer Service – Pick n Pay Clothing East Rand Retail Park

I am extremely disappointed with the customer service I received at Pick n Pay Clothing, East Rand Retail Park, on Sunday, 18 October 2026.

I was initially assisted by a pleasant trainee cashier who was friendly and professional. My transaction involved both a purchase and an exchange, so she called a senior cashier, Lebohang, to assist.

I greeted Lebohang politely when I approached the till and received absolutely no response. After the trainee explained the exchange, I greeted her a second time. Again, I was completely ignored. There was no eye contact or acknowledgement, and she simply started scanning my items.

Throughout the transaction, the same dismissive behaviour continued. She did not ask for my Smart Shopper card, and when I handed it to her and specifically asked to use my points, she scanned it without responding. She also did not ask whether I required a bag, forcing me to ask for one myself.

After paying, I eventually asked, "Are you having a bad day today?" This was the first time she spoke to me, replying, "No, why?"

I explained that I had greeted her twice and spoken to her several times without receiving any acknowledgement. Instead of apologising or addressing the issue, she simply giggled and returned to ignoring me.

I asked to speak to management. A male staff member assisted me, apologised sincerely for the way I had been treated and advised that both the Store Manager and Assistant Manager were off-site.

What makes this particularly disappointing is that I experienced almost identical behaviour from Lebohang at this same store approximately a year ago. I did not complain at the time because I gave her the benefit of the doubt. Experiencing the same treatment again suggests that this is not an isolated incident.

I do not expect special treatment when shopping. I do, however, expect basic courtesy, acknowledgement and professionalism.

Being ignored after greeting an employee twice, having reasonable requests met with silence and then having my concern laughed off is unacceptable customer service.

I hope Pick n Pay Clothing management takes this complaint seriously, investigates the matter and addresses the conduct appropriately. Customers should not be made to feel unwelcome when spending their money in a store.