Not taking action

I emailed a complaint straight to Pick n Pay about service 2 of their shops. If I had any faith that the store managers would change the situation, I would go to the store managers. The store managers are there every day and the things I complain about are not isolated incidents so if the store managers were keen to change it they would have but haven't done so. For this reason I emailed PnP. Instead of dealing with my complaint, I got an email asking me for my email address so that the store manager could contact me. What for??? Why can't PnP just make sure that the necessary changes are made so that the service at the Mafikeng PnP branches match those in the bigger cities? Why should it be left to me to deal with a manager that is not addressing service weaknesses at a PnP branch? I was hoping that Mari Scheepers would have responded by telling me that steps had been taken to address my complaint. If not that she had asked for information to assist her to address my complaint. Instead I am basically bing told that emailing Customer Care was a waste of time and that I should just go to the manager.<br>