Nombulelo has no place in Customer Services

Dear Pick n Pay ASAP Customer Care,

I would like to formally lodge a complaint regarding the service I received when I contacted your customer care line (***) today at 14:43. I was assisted by a consultant named Nombulelo.

Unfortunately, the interaction left me feeling dismissed and disrespected for the following reasons:

1. She began speaking to me in IsiXhosa without checking whether I was comfortable with that language. While I respect and appreciate all South African languages, I believe customers should be served in the language they are comfortable with, unless they request otherwise.

2. I explained that I was unable to log onto the app as a Smart Shopper, as the error message stated that my Smart Shopper card was blocked after entering my ID number. Instead of troubleshooting the issue, she insisted that I should obtain a new card and register it. I made it clear that this option was not possible, as the system continued to block me when using my ID number.

3. While I was attempting to explain my issue again, she laughed at me. When I asked what she found funny, she brushed it off with “let’s continue,” without any acknowledgement or apology. This was deeply unprofessional and insulting.

4. She then asked me if I wanted “someone else to explain what she had told me,” which came across as belittling, as though I did not understand her explanation.

5. After I requested that she take the necessary steps to assist me, she dropped the line, which I found unacceptable.

This experience has left me extremely disappointed. I expect a higher standard of service from Pick n Pay, and I request the following:

A proper resolution to my Smart Shopper app issue, where I am unable to log in because my card is blocked.

A review of the conduct of the consultant I spoke to, as this was not aligned with the respectful and helpful service one should expect from Pick n Pay.

Feedback on how this matter will be addressed.

I trust this matter will be taken seriously, and I look forward to your response.