Complaint Regarding Poor Service at Pick n Pay Randburg square on October 19, 2024

Dear Pick n Pay Customer Service,

I am writing to express my dissatisfaction with the service I received at Pick n Pay Randburg Square on Saturday, October 19, 2024, from cashier Refilwe Motshegwa. I was making a purchase and requested a cashback of R250. To my surprise, I was told that I could only receive R300 because the R250 would require the cashier to fetch it, which would "take a while." I agreed to wait, but it took 15 minutes for the cashier to return.

When Refilwe finally came back, she had a poor attitude and began addressing me in Sotho. I politely informed her that I do not understand the language. Her response was disrespectful, implying that, as a South African, I should be able to speak Sotho. I then asked if she was trying to force me to speak her language, and she responded by saying she was surprised that I couldn't, especially since most of the customers and staff in the store could speak it.

This encounter left me frustrated and shocked. I firmly believe that as a customer, I have the right to be addressed in a language I understand and should never feel pressured to speak another language. At the end of our interaction, I asked her if this is how she treats all customers.

I have the till slip with all the details of the transaction, which I can provide if necessary. I would like to know if this is in line with Pick n Pay's customer service standards, as the experience has left a negative impression. I would appreciate a formal response and hope that corrective action will be taken to ensure that all customers are treated with respect, regardless of the language they speak.

Thank you for your attention to this matter.

Sincerely, Shudu Nethengwe