Bad Customer Service by a Floor manager

Poor Customer service from the Floor Manager Steve Mohope So on Friday I went along as normal to get my monthly supplies at the store near me, in this case at Pick N Pay Meadowlands Zone2. coming from Zone10 same area. I spent well over R1200 on my monthly supplies, including baby formula and dog food. I got a slip saying R50 off my next shopping. valid from 23/03/2018 until 25/03/2018. yesterday I dashed to the store to spend the R50 voucher. I was told system offline. understandable if explained in a humanly manner, however this Floor Manager Mr. Steve Mohope seems to think customer care is taken from any branch of any tree, after spending over 10 minutes with the teller/cashier (Tinstwalo Hlongwa) & (Supervisor Sinah Motswe) who in my mind ought's to be the Floor Manager as she was able to understand my situation better, comes with a hastily proposed solution that I should spend more time in the store querying this offline problem. what irks me the most is his manner of approach, telling me that I'm am not special. that choice of words made me loose all my cool and liking for the store nje.

here is what he said to: I will not treat you in accordance to your profile or status (fair enough since I'm not known to you).... but for you to think your proposed solution is ideal for me, and want to force it upon me, is not going to work with me).

I spent time to come to the store, beside being a Team Leader in my work place, knowing how to listen to the client in all situations, I'm also a plumber, so my time is money Mr. Mohope and that is one primary reason why I could not spend more time waiting for an offline system, surely there are measures in place you could have used to avoid this stand off, but you had to make it what you wanted it to be right, wrong customer is always right, Golden Rule.

I ended up paying cash, when I had a voucher and felt belittled by a manager who then spoke of his taxi's and how much money they are making at that time, and that one of the taxis was stuck and I seemed not to matter anymore. his manner of approach is appalling to say the least, and he needs client centricity as the 1st point of correction, then needs to understand that not all PnP shoppers have the whole days to query system errors, and that intervention and pro-active measures are used to alleviate such situations. Now Head office, I want the following as means of remedy to this bad service.

1. Full Refund of my cash payment dated 25/03/2018. 2. Apology from Mr. Steve for his utterance and utter disregard of my time. 3. Undertaking that Mr. Steve Mohope will be coached for future similar incidents.

regards, Hlapolosa