Bad advertising and pathetic customer service

MY EMAIL TO PICK 'N PAY DATED 3/02, NO RESPONSE TO DATE On Saturday 30 January 2021 my husband and I went shopping at your store in Cavendish, Claremont as we do just about every weekend. While in the bakery department I noted an adverti*****t “R23.99 for 1kg of melting moment biscuits. I went to the counter and ordered a 1kg of melting moment biscuits and note that the lady put in R108.00 a kg. I then asked how is that possible when you are advertising it for R23.99 to which she responded that it is being weighed at price as if it is being done automated. I know for a fact that one need to input the kg price. She insisted that that she can do nothing about it. I said to her that you advertising it for R23.99 and that is the price I want to pay. She then tells me, the customer to go to the enquiries department to speak to whoever there as she cannot do anything. So off I go and manage to speak to the supervisor/manager who more than once indicated he is the only one on duty. I explained what transpired to him and he accompanied me to the bakery asking who assisted me as they should give it at the price advertised. When we got to the bakery and started discussing the whole situation, about another 4 staff members came to stand there as well and under themselves they were chatting quite upset, so I assume it is making me out to be a difficult customer. None the less, we then wasted lots of time on the above. The lady who assisted me very arrogant and upset also telling the supervisor that the bakery will be making a loss and that she cannot not change the price. I however insisted that I want it at the price advertised as it should not have been on the counter next to the melting moment biscuits. The supervisor also didn’t seem to understand what is going on, what to do, how to manage the situation. He then told the assistant to give me 1kg melting moment biscuits and that he will change the price to r23.99 at the till point. The assistant then gave me biscuits with R108.00 a kg with a weight of 1 150grams. I then worked it out that as it is more than a kg that we should then pay R27.59 (R23.99/100g = 0.02399g x1150g = R27.5885{R27.59}). This seems to not make sense and he ask me to redo it so that the assistant can also understand the calculations. On our way to the till point I told my husband that I do not believe that the amount of biscuits is a kg and suggest that we have it weighed in another department which we did after we paid for our groceries. My husband took the biscuits to the vegetable department and it weighed less than 500g. He then went back to the supervisor with the vegetable assistant and he told them to go to the bakery together with the actual weight of the biscuits. My husband says that the lady who assisted us just walked away when he approached. On advising them that it is not even 500grams they told him that when it was initially weighed it was a kg. It must have been the fan that was on at the time that added the extra weight. Seriously how ******** and unfortunately I have to say stupid is that and telling this to my husband who works with weights, measurements, volume, etc on a daily basis that weight from the wind/. We spend more than half an hour to resolve this issue.

I am disappointed at the service received, arrogance and rudeness of the staff during the incidence and will definitely not be shopping at the branch anymore.

I trust that my experience and concerns will be attended to and that I will be receiving a response soon.