Pick n Pay a DISGRACE

I received a Pick n Pay voucher with a WiCode from my son, purchased on the Pick n Pay online website on 24/10/2024. On 31/10/2024, we used the voucher for the first time at Pick n Pay Hyper in Durban North, spending R533. Before shopping, we went to the service counter to inquire about how the voucher worked. Two staff members behind the counter explained that we just needed to show the WiCode at the cashier, and the amount would automatically be deducted from the R2,000 balance. When I asked how to check the remaining balance, one of the ladies said it would appear on the receipt after each purchase. However, it did not.

I kept the receipt just in case. On 18/11/2024, we returned to Pick n Pay Hyper Durban North around 12:50 to use the voucher again. At checkout, the cashier was unable to process the WiCode and called her supervisor for assistance. The supervisor attempted to re-enter the code but said it was invalid. When I explained that we had already used the voucher once at this same store and still had a significant balance, she asked where the voucher came from. I told her it was a birthday gift from my son.

The supervisor then informed us that unless we had specifically told the cashier during our first use that we intended to use the voucher multiple times, it would be treated as a one-time use, and any remaining balance would be forfeited, REALLY? you get a voucher for R2000, spend R533 and the balance falls away or should I say ****** by Pickn Pay. I was shocked, as this critical detail was never communicated to us during our initial inquiry at the service counter. When I expressed my frustration, the supervisor claimed she wasn’t responsible for what was explained to us earlier. Upset, I requested to speak to the manager, who introduced herself as Dudu or Gugu, she deliberately avoided showing her name badge and refused to write her name down when we asked. Unfortunately, she showed no willingness to assist or resolve the issue. Instead, she reiterated that the voucher had no remaining balance and could not be used further. Despite my explanation and evidence of the initial transaction, she refused to investigate or offered a solution.

Feeling extremely disappointed and frustrated, we left the store without our shopping. The lack of accountability, poor communication, and dismissive attitude from the staff and management were unacceptable. It’s shocking that such poor service could occur at a major retailer like Pick n Pay. Given this experience, we will not be shopping at any Pick n Pay stores in the future.