EXTREMELY DISAPPOINTED

I am extremely disappointed in the Customer Service I have received at Pick n Pay Claremont Mount Clare this morning.

I purchased goods to the total of R302.08, inserted my card and inserted my pin then their system crashed and everything went off.

The teller that was assisting us at 09:33 on 07.02.2020 advised that the payment went through but the till went off and then she got up and walked to another till and alerted the store manager Shameel.

He approached me saying that I need to make another payment as the payment is not reflecting on their side. At no point did he apologize or seem sympathetic for the incovenience now being caused. Instead he instructed us to "just pay for the items again and he will refund my money on Monday when I get a bank statement". At this point I checked my phone and showed him that the transaction was successful as the funds went off my account but he advised that I cannot take the goods, still no apology at this point and he was insisting I make another payment and they will refund me on Monday once this payment reflects.

I could not understand why I should make another payment when the money went off my account? This inconvenience was caused by your store, now I was required to make an additional payment, I was required to go to the bank to get a statement. This is pure customer detriment!! And still no apology received from this guy.

To mention I spent a whole 45 mins in the store and because of this inconvenience caused I arrived late for work will now be penalized for that too. I was extremely upset and refused to pay for the items again and exited the shop, the manager didnt seem phased that I was leaving, still no apology. As I was walking I realized that I had one of the bags with some of the items in. Becuase I am such an honest person, I immediately walked back into the store and returned the goods to the store manager. Not even a Thank you for my honesty, instead he advised me to get a statement. When I said that has my personal information on he rep**** "well that's our procedure". Your manager needs training on etiquette and basic soft s****s if he is in a role where that is clearly not demonstrated.

I feel that the way this situation was handled was extremely unprofessional and not one employee in that store apologized for the inconvenience caused.

I go to Pick n Pay on a daily basis as my workplace is situated right opposite but the way I was treated this morning, I doubt that I will be going there anytime soon.

I will be escalating my complaint further if I do not receive correspondence or acknowledgement for my complaint