Disgruntled customer- Pick n Pay BP garage Highway Soshanguve

Formal Complaint – Poor Customer Service Experience

Dear Management,

I am writing to formally raise a complaint regarding the service I received at Pick ‘n Pay BP Garage, Highway Soshanguve, on the morning of 1 May 2026.

On this day, I visited the outlet to purchase food. After paying at the tills, I returned to the food section to collect my order and found a wrapped package, which I reasonably assumed was mine. I took it and left. However, upon arriving at work and opening the package, I realised that the contents were not what I had ordered.

I immediately contacted the outlet telephonically and explained the situation. I was transferred to the staff member who had assisted me earlier. Unfortunately, her response was unprofessional and dismissive. I then requested to speak to the manager and informed her that I would return to the store after work to resolve the matter.

Upon my return, I asked to speak with the manager, Aaron. Instead of being assisted, I was confronted by a rude, disrespectful, and aggressive staff member who informed me that I would not receive a refund. I was shocked to find that the alleged manager, Aaron, was present during this interaction but did nothing to intervene while I was being spoken to in such an unacceptable manner.

When I insisted on resolving the issue, Aaron eventually took my receipt from my hands without explanation, processed the refund, and returned without offering any apology or acknowledgment of the situation. He then walked away, leaving me feeling disrespected and dismissed.

As a regular customer who frequently purchases food and uses the petrol services at this outlet, this experience was extremely disappointing. The manner in which I was treated was unacceptable and left a very negative impression.

I would like to emphasize that good customer service should be consistent and respectful to all customers, regardless of background. The conduct displayed by the staff involved reflects poorly on your establishment. I strongly recommend that appropriate action be taken, including staff training on customer service and professional conduct, to prevent similar incidents in future.

I trust that this matter will be taken seriously and addressed accordingly.

Yours sincerely,