oor Service and Promotion Dispute at Pick n Pay Waterfall Mall

I had a very disappointing experience at Pick n Pay Waterfall Mall yesterday. I purchased two sleepwear items that were part of a clearly advertised promotion offering 20% off when you buy two sleepwear items. However, when I got to the till, the discount was not app****.

The cashier asked if I had a Smart Shopper card. I responded that I do, but I could not access the app due to the ASAP site giving a "Hold on Tight, we'll be back" error message. I explained that I therefore couldn't retrieve my Smart Shopper number at that moment.

When I queried why the discount wasn't app****, the cashier claimed I had said I didn’t have a Smart Shopper card — which I had clearly stated I do, just not accessible at the time. She then said she didn’t know anything about such a promotion and asked for proof. I found the promotion online and showed it to her, yet she continued to argue.

She incorrectly stated that the discount only app**** to items marked with a “Buy 2 and Save R20” sticker, which was not the promotion I was referring to. She then claimed the 20% off was only valid at Pick n Pay Clothing stores — again, this was incorrect.

I asked her to please call a manager, but she flatly refused and ignored my request. Her attitude throughout was dismissive, unhelpful, and borderline rude. Her name was Kgalagelo or something similar.

If the issue was truly tied to Smart Shopper verification, she could have at least offered to look up my card using my ID number, as other retailers like Checkers do as a courtesy. Instead, I was left feeling frustrated and disrespected.

I left the store after informing her that I would escalate the matter myself. needless to say, withou the 20% discount. This experience left a very sour impression of the customer service at this particular branch. I would appreciate it if Pick n Pay could address this matter seriously, train their staff better on promotions, and ensure customers are treated with respect.