Pathetic customer service

On Saturday (13/04/2024, @ 17:54), I visited the Pick ‘n Pay QualiSave store at Vangate mall. As I selected less than 10 items to cheer my physically disabled brother at home. When I arrived at the till points they were busy and I noticed that the Kiosk desk only had 2 customers awaiting services, as the desk was unmanned. The cashier arrived with an attitude and did not acknowledge us as customers. Instead she was the customer ahead “what do you want”. That was the first hint of poor customer service.

When it was my turn to be served the lady still didn’t greet, she was hostile and her face had an attitude, instead of welcoming customers for a good experience. I placed my basket with the 7 items on the kiosk desk and Lettie asked what do I want, but I must pay at another till. I explained to her that I have less than 10 items and the other till points were full. Hence, I went to the kiosk for assistance. She said she can only give me what I need from kiosk desk, thereafter I must go que at other till for service.

I told her I didn’t appreciate the way she was speaking to me, then I deliberately asked her if she is refusing to provide me with customer service and she said “yes, I will not serve you, go to another till”. I explained that I’ve never received such appalling service from any Pick ‘n Pay (Hurlingham, Bryanston, Lonehill, Pinelands, Claremont to name a few), yet I’ve never been told by a Pick ‘n Pay employee that he/she will not assist me or provide me customer service. She said that’s how it is a Vangate, I asked for her name and store manager. She proudly showed me her name tag with the name ‘Lettie’ on it and pointed where the manager’s office was sighted.

Since she refused to help me, I went to another till to pay for the items. Thereafter, I spoke to the manager Winston. He explained how their store works and that at Kiosk people are not helped with ‘non-kiosk’ items. I explained that you cannot apply a blanket rule when every customer has different needs and if the store is full, certain exceptions can be made to reduce waiting time and improve customer service. Instead, Winston said if Lettie was able to articulate herself as him, he’d be jobless. I disagreed and pointed out that if his staff had proper training, people skills and customer service, they would be able to answer any question and articulate themselves for the benefit business and the customer experience.

Lastly, I asked if the level of poor service provided at this Vangate store was based on the face that it is rendering a service to middle to low income earners OR is it because the customers are coloured and black. I would like to point to Pick ‘n Pay that I work for a private bank and I am aware that the consumer protection act, states very clearly the consumers have a right to service, which are stated below.

Right to Service It is a consumer’s responsibility to: * Expect to be treated with respect. * Expect and demand good and prompt service. * Demand service void of **************.

Given Lettie’s shocking customer service or lack of knowledge thereof, I would request that the store deals with the infringement of consumer rights by Lettie at Pick ‘n Pay in an appropriate manner, to avoid further compromise of customer service and to mitigate reputational risk as such incidents will appear on social media platforms.

Kind regards, Lerato Sam ***