Complaint Regarding Poor Service at Pick n Pay Hillcrest Boulevard Pretoria

Dear HelloPeter,

I would like to formally lodge a complaint regarding the disappointing service I received from Pick n Pay Hillcrest in Pretoria.

On Tuesday, 16 September 2025, I visited the store to enquire about placing a bulk order of dumplings (5-litre bucket) for a family event scheduled for Saturday, 20 September. I spoke to Mme Maria (cell: ***), who confirmed that it was possible and promised to revert with pricing details.

On 17 September, I followed up with Mme Maria, and she quoted R300 for the order. I confirmed and asked her to proceed. She mentioned that they might need to borrow pans from the bakery department due to the quantity, but assured me the dumplings would be ready.

I continued to follow up on 18 and 19 September to confirm collection time, but was told the bakery had not yet been contacted. Despite this, Mme Maria reassured me that the dumplings would be ready and she would call me on Saturday morning with collection details.

Unfortunately, on Saturday morning, I received no call. I tried reaching her around 8:00 and again after 9:00, but she did not answer. My husband went to the store at 10:00, only to be told that no dumplings had been prepared and that no order existed. Mme Maria falsely claimed she had called me that morning, which she had not.

This experience was extremely disappointing and distressing, especially given the importance of the event and the trust I placed in the store. Had I been informed earlier that the order could not be fulfilled, I could have made alternative arrangements.

I am deeply disheartened by the lack of professionalism and accountability shown. I hope Pick n Pay Hillcrest will take this matter seriously and ensure that such incidents do not happen to other customers in future.