Formal Complaint – Sale of Expired Beverage & Unprofessional Manager Conduct

Good day,

I am writing to formally complain about the handling of food and safety issue at one of your Pick n Pay stores.

On 28.01.2026 at 14:16, I purchased a two (2) Bioplus High Caffeine Drink (440ml) from Pick n Pay, Kathu Heritage Mall, which was expired (07/2025). I consumed and finished it before noticing the expiry date. The drink tasted off and I thought maybe it’s the flavour because it was the first time buying that particular flavour since the one, I normally buy was not in stock. Having finished the drink, I later experienced stomach discomfort.

I called the store and informed them of the matter and that I am on my way back to the store, open arrival i reported to the cashier who then introduced me to Willie (Store Manager), I reported this matter to him. While a refund was issued, I am deeply concerned about how the matter was handled.

What Willie did cross several lines:

He dismissed a legitimate food safety complaint

He made jokes about death, stating that I “look strong” and that I would not die, and later remarking that he hoped I would not call him “from the grave”, after I asked for his cell number and indicating that I will keep in touch if I experience further complications, hoping that I will be able to call him if I do not die instantly from having consumed 440ml of expired energy drink.

He referred to having dealt with similar cases of customers returning expired goods before, which they also consumed and did not die which raises concern about recurring expired stock being sold

He showed a lack of empathy and seriousness despite me reporting that I have drunk and finished the whole 440ml can.

He took back the 1 full 440ml can and an empty one that I finished without explaining what corrective action would be taken to prevent recurrence.

While I deliberately avoided escalating the matter in-store to prevent unnecessary confrontation, I believe the conduct displayed was unprofessional and inappropriate, particularly given the health implications involved.

I request that this incident be formally investigated, that appropriate corrective action be taken at store level, and that staff be reminded of the importance of treating food safety complaints with the seriousness and professionalism they require.

Kind regards,

~ Mamorobela P.R.