Formal Complaint Regarding Poor Customer Service – Pick n Pay Kyalami on Main

Good morning Pick n Pay Management,

I would like to raise a formal complaint regarding the poor customer service I have repeatedly experienced at your Kyalami on Main branch.

In the afternoons, when I visit the store to purchase alcohol, I often find that the beer is not cold. I usually buy a 6-pack of Hunters Dry, but the product is frequently not chilled as expected. As a customer, I should not have to wonder whether the fridge is working or whether the store is ensuring that its products are kept at the appropriate temperature.

Furthermore, the queues are often excessively long, with only one cashier available and a security guard present. There is no manager available on the floor to whom customers can report these issues or seek assistance.

What frustrates me most is that this keeps happening at month-end, when the store should anticipate increased customer traffic and ensure that there are at least two or three cashiers available, along with additional staff to assist customers on the floor.

This was the same situation on Friday, 23 October 2026, and again yesterday, Thursday, 29 October 2026. During my visit yesterday, I even witnessed a customer walking away without completing their purchase because they had waited too long.

This level of service is unacceptable and disappointing. Customers choose Pick n Pay expecting convenience, properly chilled products, reasonable waiting times, and staff who are available to assist. We should not have to spend unnecessary time waiting in long queues, especially when these problems appear to be recurring and could be addressed through better planning and management.

I would appreciate it if management could investigate these concerns and take the necessary corrective action, particularly regarding the availability of cashiers during busy periods, floor assistance, management visibility, and the refrigeration of alcoholic beverages.

As loyal customers, we deserve better service. Please can you ensure that the necessary improvements are implemented so that customers can enjoy the shopping experience they deserve.

I look forward to receiving your feedback on how these issues will be addressed.

Kind regards, Kwena Tshokutswane