Formal Complaint – Incorrect Pricing and Poor Customer Handling (25 April)

I am writing to formally raise a complaint regarding an incident that occurred on 25 April at approximately 11:00 AM at your Pick n Pay Family supermarket Secunda Mpumalanga. During my shopping, I selected crushed garlic along with several other items. The price displayed on the shelf for the crushed garlic was clearly indicated (as per the attached photograph). However, upon proceeding to the till point, I noticed that the price charged differed from what was displayed. I immediately brought this to the attention of the cashier, who then requested that the packer accompany me to verify the shelf price. Upon inspection, the shelf packer acknowledged the discrepancy and proceeded to move the price label, stating that it was incorrect. The cashier then escalated the matter to the floor manager. I was extremely disappointed by the response from the floor manager, who stated that it is the customer’s responsibility to verify barcodes against shelf pricing. This position is both unreasonable and inconsistent with consumer rights. In terms of the Consumer Protection Act (CPA), specifically Section 23, suppliers are required to display prices accurately, and consumers are entitled to rely on the displayed price when making purchasing decisions. It is not the responsibility of the customer to cross-check barcodes or validate internal pricing systems. The obligation rests with the retailer to ensure pricing accuracy and transparency. While I acknowledge that obvious pricing errors on high-value items (for example, a television incorrectly marked at a fraction of its value) may reasonably be disputed, this situation does not fall into that category. The pricing discrepancy in this case was not evidently erroneous and should have been honored. Beyond the pricing issue, I found the handling of the matter unprofessional and dismissive. The removal or repositioning of the price label after it was queried raises further concern regarding compliance and fair trading practices. I request the following: Clarification of your store’s pricing policy in line with the CPA Appropriate corrective measures to prevent recurrence Feedback on how this matter will be addressed with the staff involved I trust that this matter will be treated with the seriousness it deserves and that steps will be taken to uphold consumer rights and improve customer service standards. Kindly acknowledge receipt of this complaint and provide a written response at your earliest convenience.