CPA Violations - untrained staff

Subject: Formal Complaint – Customer Mistreatment by Cashier at Pick n Pay Cleary Park (Till 7, 29 July 2025)

To Whom It May Concern,

I am lodging a formal complaint regarding an unacceptable service experience at your **Cleary Park Pick n Pay branch** on **29 July 2025**, **at 12:06 PM**, **Till 7**, served by **Nicolette Cornelius** (as confirmed by receipt — no name badge visible).

Upon reaching the till, I was not greeted or acknowledged. My item was scanned, my payment taken, and my change placed on the counter without a single word — no "hello," no "thank you," no eye contact, no basic courtesy.

I then requested a cash withdrawal. The cashier immediately responded: > "There's no money in my till. Neither is there money in the other till points."

Seconds later, another customer at a different till successfully withdrew cash. The cashier sarcastically remarked: > "Ha ah, that is the last money now that that customer is going to take now."

This imp**** foreknowledge of all colleagues' till balances — which is unprofessional, misleading, and intentionally obstructive.

I requested the manager. She pointed across the store and said: > "There's the manager’s office."

I asked her to press the assistance light. Her response: > "Ha ah, the light is broken."

I insisted: > "I'm an unsatisfied customer. Please call the manager."

She rep****: > "Where? I'm not going to walk all the way over there for you to call him. Why don't you go?"

When I asked, "Are you serious?" she responded: > "Don't waste my time here please. I don't have time for you."

I then said: > "Out of all the Pick n Pay stores I’ve visited, this is the worst service I've received."

She laughed and rep****: > "Haha, what French fries? Pick n Pay don’t even have French fries."

As I left, she loudly mocked me behind my back: > "Yaa, I'm lucky, haha, who does he think he is..."

This behavior was openly sarcastic, dismissive, and hostile. It displayed a complete lack of training, professionalism, or respect for the customer. At no point was I treated with dignity, nor did she attempt to de-escalate the situation. Her remarks were not only inappropriate but borderline antagonistic.

### This is a clear violation of:

- **Pick n Pay’s Mission Statement** regarding customer service excellence. - **The Consumer Protection Act (68 of 2008)**: - Right to fair and honest treatment. - Right to quality service. - Right to redress.

I hereby request the following by **30 July 2025**:

1. A written apology from store management. 2. Confirmation of disciplinary or corrective action regarding Ms. Cornelius. 3. Proof that all staff are being re-briefed on service standards, name badge visibility, and escalation protocols. 4. Confirmation that assistance call systems are functional.

This letter will also be posted to **HelloPeter** and submitted via Pick n Pay’s official complaints channels. I will return to the store to confirm whether corrective action has been implemented.

Pick n Pay is a trusted national brand — this experience was a complete deviation from the values your franchise claims to uphold. I expect swift, visible accountability.

Sincerely, A Concerned Customer Receipt *** | Till: 7 | Date: 29 July 2025 | Time: 12:06 PM | Cashier: Nicolette Cornelius