1 reviews | Active since Jan 2020
********** experience at Pick n Pay ClearWater Mall
This review pertains to Pick n Pay in Clearwater Mall. I have never had great customer service at Pick n Pay Clearwater Mall. I just took every experience with a pinch of salt but what I experienced today was horrific, let alone disrespectful. I swear to never set foot in that store again but before I ditch the store, I had to write a review.
My brother and I went to Pick n Pay, around 12:00 midday, to buy some items that we needed. We took everything we needed and advanced to the tills. As we were making our way to the tills, we saw a Vodacom Starter pack and we took it and proceeded to the tills to go pay for our items. A lady by the name Cynthia No Josile, as per the slip we received, assisted us and she advised us that the sim card needs to be paid by the cellphone counter next to the kiosk. Cynthia proceeded to assist us and we finished with her and went to the cellphone counter. That's were the ********** experience occurred.
We found the lady at the cellphone counter assisting someone and we waited for her to finish. The lady goes by the name Zanele as per name tag she had on. She's an old lady. I greeted her and she immediately accused me of going over her counter to get the sim card. I responded to her and said I got the sim card in the aisle as I was going to pay. (I request camera footage for my movement in the store because she accused me of something I didn't do.) She then asked if I had proof of address and I explained that I have it on my phone. She said its okay, as long as I can provide her with it. I gave her my ID number as I went through my emails to get the proof of address. Once I got it, I handed her the phone and in a harsh tone she told me to hold my phone. I just looked at my brother and we continued with our conversation. Once she was done with the RICA process, she told me the sim was R1. My brother proceeds to give her a R100 note because we honestly didn't have coins. Once I handed her the R100 note she proceeded to say "What a disgrace!" That comment threw me the hell off. That's when I lost it.
Now Pick n Pay, explain a few things to me: How was it a disgrace that I paid for an item that I bought? Is it fair that I was ridiculed for not having a R1 coin? And was I not in a store were she could have easily went to another cashier is she didn't have change? To make matters even worse, she did have change to give us. So what was the disrespect for? We went into Pick n Pay knowing that we will get every thing we wanted at one stop. If I went out of the store without paying for that sim card I would have been behind bars now but I was disrespected for paying for an item I bought.
Does she even know the meaning of disgrace? Let me school your staff since you fail to do so in your induction. According to Google, the word disgrace means loss of reputation or respect as the result of a dishonourable action. Looking at this definition, who was disrespectful to the other? And was me buying an item that is sold in Pick n Pay a dishonourable action? Heck, even if I wanted to pay with a R200 note, she was SUPPOSED to give me change. You big shops constantly preach about going digital but you don't train your staff about going digital. I could've swiped that R1 if I wanted to. I've never been so insulted as a customer anywhere!! My brother's hard earned money to accompanied with the word "Disgrace"! The Nerve!
I have tolerated **** service from that store but today it reached its peak! Pick n Pay, I demand an apology and I suggest that when you conduct induction for your staff, ,make sure that etiquette is the first lesson. I recommend that you include English 101 or English for Dummies as the second lesson. That experience was so appalling that I'm going to make it a point that I let people know what service you provide at your store. I need not mention the power of social media.
Thank you so much for reverting back to me. A lady by the name Jabu called me from Pick n Pay Clearwater Mall. She said she is the Front Line Manager/Supervisor. She gave me the sincerest apology and one could sense how embarrassed she was. She told how she provides the Front Line staff training on a weekly basis if not daily. She went as far as telling me that you have something called the mother book or something like that, which details how the staff should treat customers. So clearly management carry out their duties, its the staff that decide what they want to do with the training provided. But that is a poor reflection on Pick n Pay because it comes off as if management is not providing proper training to their staff. An *********** staff member who doesn't uphold Pick n Pay standards and rules must be fired.
Thank you once more for attending to my complaint but I did receive feedback and Jabu asked me to pay her a visit next time I'm in Clearwater Mall. And I promised to apply the same energy when I receive great service from that store.
Thank you so much for reverting back to me. A lady by the name Jabu called me from Pick n Pay Clearwater Mall. She said she is the Front Line Manager/Supervisor. She gave me the sincerest apology and one could sense how embarrassed she was. She told how she provides the Front Line staff training on a weekly basis if not daily. She went as far as telling me that you have something called the mother book or something like that, which details how the staff should treat customers. So clearly management carry out their duties, its the staff that decide what they want to do with the training provided. But that is a poor reflection on Pick n Pay because it comes off as if management is not providing proper training to their staff. An *********** staff member who doesn't uphold Pick n Pay standards and rules must be fired.
Thank you once more for attending to my complaint but I did receive feedback and Jabu asked me to pay her a visit next time I'm in Clearwater Mall. And I promised to apply the same energy when I receive great service from that store.