Injury sustained at Pick n Pay Pinelands

On 2 March 2018, my mother was shopping at Pick n Pay in Pinelands, Cape Town at around 5pm. She stays in this area and often shops at this branch. While walking through the store the trolley felt unsteady and the floor was dirty and grimy in front of one of the fridges. The trolley slid forward and she fell as a result. She was in a lot of pain and could barely stand up. She called for help from one of their employees and told him that she was hurt. This employee was extremely rude to her and basically brushed her off.. She asked him to please get the manager as she was hurt. He walked away and she waited for the employee and or the manager to return. No one came. She managed to help herself up but this was a struggle. She could barely walk and had to sit down immediately due to the pain. Following the incident she has seen several doctors and a physiothe******. The doctor has advised that she has a broken bone in her foot. And she was given a moon boot to use for at least 6 weeks. She missed several days of work. And a lot of the medical expenses were not covered by the medical aid. She had to have xrays which the medical aid didn't cover. Her physiothe****** has now actually put her in a wheelchair and she is in so much pain and the moon boot is not helping as the rest of her body is taking strain. She is in a lot of pain. She can not drive or attend to usual tasks or look after her 14 year old child. She has to take medication for the severe pain. This is causing unnecessary stress and major inconvenience. On the Monday 5 March 2018 following the incident I contacted the Pick n pay head office to complain. I raised my concerns that the employee was very rude and refused to help her at the time of the incident. I spoke to Liezel du Preez. She asked why wasn't the incident reported at the time I explained that my mother asked for a manager but none of the employees helped her. She asked for a detailed account of the incident which I emailed to her on 7 March. She asked me to include details such as the clothing my mother was wearing, the time of the incident and the aisle where it happened in order for them to locate the footage. I got no feedback from pick n pay or Liezel. I had to keep calling them. Eventually on 13 March I receive an email from Anye Janson van rensburg who advised that she is pick n pay's insurance broker and they are investigating the incident. Again I received no feedback and I kept calling her. She then asked me why wasn't the incident reported at the time. This now angered me that I had to repeat that pick n pay's employees refused to help my mother at the time of the incident. She advised that they are still trying to locate the camera footage and will get back to me. I sent a few follow up emails and on 19 March I received an email that frustrated me further. The email advised that the claim could not be entertained as the incident was not reported and the cctv footage "could not confirm" the incident. I called Anye back immediately but her phone just rang. Eventually I got hold of her later and she had no real answers for me. I find it so disgraceful that a South African company can treat its customers this way. Eventually she asked to contact my mother directly to get a detailed description of the employee my mother gave her this info on 19 March and Anye advised my mother that she would get back to her. To date neither of us has heard a word from pick n pay and to date received no apology for the way my mother was treated on the day. I am truly disgusted by the way pick n pay has chosen to handle the matter.