Managers set the tone. Train them well in compassionate leadership

Good day, My 81 year old mom and I went to 5 different stores in the south JHB, trying to do an exchange by: A. Finding a shoe she liked B. Finding her size Both of these very difficult NB to know, she uses oxygen daily throughout the day and night. We o not have the luxury of a portable system. NB note: your returns policy is NOT displayed on your receipt as is required by law.

The day we finally gave up, I had to return her home and I went to Bassonia PNP to get a voucher.

On explaining to your staff and then the manager, how many stores we'd been to, why she wasnt with me, your counter sales persons was very empathetic.

Your manager however, not so much. The first thing our of her mouth was," Next time, don't wait so long to do the exchange" This after I had explained all the efforts we had made, with my ailing mom.

You need some serious customer service training.

Perhaps I am more ware of this as its a field I trained customer service staff in for many years, with proven increases in empathy towards FMCG clients.

But no...this was just pure uncaring, not listening, answering with judgement and bad customer service from your MANAGER Gwen, the person who sets the tone in your branch. Compassionate leadership filters down and in saying this, your managers clearly have a fear of accommodating us due to the pressure placed on them by those sitting at the office in the glass tower, not engaging on a daily basis with customers face to face. This kind of attitude is coming out because you, Pick n Pay HQ, regional mangers etc etc is not allowing any leeway to manage customers on a case by case basis. You need to do better. You need to BE better.

If you cant accommodate an 81 year old with con******* heart disease for being 2 days late out of your 30 day return policy, after all the above efforts we made, we get your message and will take her measly R140 sale,our petrol, our wasted time and our efforts elsewhere...