EA
Estelle A

1 reviews | Active since Oct 2019

03 Oct 2019, 09:54

Incorrect pricing and bad service at PickaPay

I had a terrible experience at PickaPay Pinelands yesterday afternoon which made me reflected on customer services at PickaPay in particular. The price of the items I intended to buy were incorrectly priced on the shelf. The blame was passed from the till supervisor to the isle supervisor, and none wanting to take responsibility for the error and insisting that I pay the "right" price for the items. I insisted to speak to the manager and the assistant manager arrived after 25 minutes. He acknowledged the error and also insisted that I pay the "right" price. Eventually he was prepared to give me one item at the "incorrect" price. I refused to take up his offer as I fail to see why he would do it for one item and not for the other two items, which are all the same. I asked to see their store policy in writing. He quoted policy guidelines which is NOT visible to the customers and said "he can try and find it if I want to see it". Another customer spoke to him about doing the right thing and honouring the purchase, which he bluntly refused. The assistant manager also said I must read the barcodes of the products. Does barcodes reign over actual prices? I ended up not buying anything as I cannot support a store where customers are treated at face value and at the mercy of the assistant manager. The assistant manager (Ruan) is ******** of the fact that he is representing a store and a brand and acted in a manner which says that the buck stops with him. He passed the blame onto the shelfpacker and still refused to take responsibility for the error. It is concerning that he was ill equipped to manage the issue as a manager. Do I want to support a store and brand that treats me in this way? NO, DEFINITELY NOT.

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Replies (2)
Pick n Pay
Pick n Pay's reply03 Oct 2019, 13:36
Official
Good day  Estelle,

Thank you for choosing Pick n Pay. Please accept our apologies for the delay in response and any inconveniences caused to you. We view this incident in a very serious light, we are busy addressing this with our management team. We value you as a Pick n Pay customer and are committed to improve continually on our service levels. Kind regards,
The Pick n Pay Team
EA
Estelle A's update03 Oct 2019, 13:51
Reviewer Update
Thank you for your reply. I am awaiting further feedback from you.