Bad service

To: Customer Services Pick n Pay Dairfern Date: 20 June 2025

Subject: Formal Complaint Regarding Poor Service and Discriminatory Treatment at Dairfern Store

Dear Pick n Pay Customer Services Team,

I am writing to formally lodge a complaint regarding the disappointing and unacceptable service I received at your Dairfern branch today.

Upon entering the store, I was pleased to see a special advertised: a burger promotion for R50. As a long-standing Pick n Pay Smart Shopper cardholder and a loyal FNB customer, I understood that I qualified for this promotion. However, I was informed at the till that my card was not "registered" for the deal, and despite my explanation of my eligibility, I was denied access to the special.

What made the situation worse was the unhelpful and dismissive attitude of both the supervisor, Believe, and the store manager, Harry. Believe initially told me that the store manager had the authority to override the issue, only to later contradict himself and say it couldn’t be done. When Harry eventually came to assist, he displayed no sense of urgency or apology for making me wait. His lack of interpersonal skills and customer care was shocking.

Instead of making any effort to retain me as a loyal customer, Harry allowed me to leave the store without the promotion or the other items I had in my cart. It felt as though I wasn’t worth the effort of resolving a relatively simple issue. Only after I gave up and was about to leave did he suddenly decide to offer help — by then, the experience had already been deeply discouraging and humiliating.

I’ve been a loyal Pick n Pay and FNB customer for years, and I’ve shopped at the Dairfern branch many times. Today, I left feeling completely unvalued. The way I was treated, particularly having to “beg” to be assisted for something I clearly qualified for, raises serious concerns. I cannot help but question whether I would have been treated differently if I were white — because the reluctance to help, the dismissiveness, and the disregard felt personal and prejudiced. I urge Pick n Pay to investigate this matter thoroughly. This is not how loyal customers should be treated — regardless of race, background, or status. Staff at all levels should be trained to handle promotions, misunderstandings, and customers with respect, professionalism,