Incompetence and Indifference at Pick n Pay Constantia Village Part 2

There is much to be learned from Pick n Pay’s response to my earlier review.

They sent a response through Hellopeter, saying they understood my frustrations and that they had escalated the matter “to the store, regional as well as GM”.

Soon I received 2 calls from 2 different individuals. It immediately became clear that they knew very little about what was in the review, so I suggested they first go to Hellopeter (which they seemed to think was a private site that they couldn’t access) and read the review. Then they could call me again so we could discuss it, which they undertook to do.

I missed a call on 22 March from Mr Beukes, who left a voice message saying he would call me later. The next day I received an email and an sms saying the matter had been completed, and suggesting I phone their call centre if I needed further assistance.

In view of the fact that Mr Beukes had not kept his promise to call me back, I did need assistance in understanding how the matter had been completed when nothing had happened. The lady who took my call (Palesa) was very efficient, and after asking me to allow her to investigate the matter, she called me back to say the ‘ticket’ had been closed because the management had been unable to reach me. She suggested I give her some times when I would be available to answer their call, and I gave her two periods of time, 2 hours and 3 hours on the mornings of 27 and 28 March respectively. She undertook to pass those times on and that someone would phone me.

Despite what we both felt should provide more than adequate opportunity for them to try again (5 hours in total), needless to say, no one did phone me.

Someone at Pick n Pay obviously monitors the Hellopeter site, and there is a process in place to escalate complaints, presumably with the intention of doing what they can to resolve the matter. In my experience of dealing with customer complaints, this requires that someone who is competent and passionate about customer service and customer satisfaction be given that responsibility.

It is obvious that, in the case of Pick n Pay Constantia Village, the management to whom the complaint was escalated are not competent and certainly not passionate about customer service or customer satisfaction. They are in fact totally disinterested in their customers, and the complaint revolved around their incompetence in managing their store. Furthermore, they do not keep their promises, rather holding the truth quite loosely, and willing to misrepresent the facts so as to get the ‘ticket’ closed.

So unfortunately the customers of Pick n Pay Constantia Village will have to continue to suffer under their *********** and disinterested management. Or vote with their feet.