Pick n Pay Jackal Creek. HUMUMILIATION, TRRAUMA, DEFORMATION OF CHARACTER, ************, HARASSMENT

On Wednesday 25th February 2026, my mom went to Pick n Pay Jackal Creek to buy some things.

Went she got there, she started at the fruit section and took g****s then went to the dairy section and took amasi, then she went to the fridge section where the drinks and water are. Upon her arrival at that section she found a lady who was already there standing by the first fridge of which at the fridge section there's not enough space for people to move as much, and a guy and a lady approached on the other side making it difficult for movement as that section is limited for any sort of movement. The guy and lady were in the next fridge next to the lady my mom found already there by the first fridge, then she tried to move around to check for the water that she wanted but couldn't find it, then she decided to check for cold drink.

The guy and the lady left and the lady that my mom initially found at fridge then left, after checking and not finding what she wanted then my mom went back to the dairy fridge section to get milk, from there she went to the tills to make payments.

When she was done, she went left. As she approached the door the security stopped her and told her to follow him to the security office, of which she did with confusion as to why she is been told to go that side, when she got to the security office she found the lady that she found first at the fridge section also in that room.

They then called a security lady to come and search them, with no explanation for why they are being searched. They questioned the first lady where are the things she took from the shelves, of which none of what they are her were found on her, she then explained herself and start to act out, then they released her.

Then they questioned my mom on what was going on by the fridge section, what they were talking about? My mom responded saying that she knows nothing of what they are asking her as she was there looking for a certain flavor of water of which she didn't find. They pressured her to speak the truth of those people who were at the fridge section as if she was with them, when she had told them that she knows nothing of what they are accusing her of and that she had no business with those people. She explained that it was a thing of "being at the wrong place at the wrong time"

My mom then asked them where the other lady was and they said that she must sit down and wait. She told them that she was experiencing a headache as she is a chronic person, told them that she needs to go fetch her granddaughter, but they refused to listen.

Then another security guy wearing red and black uniform come into the security room, then that guy asked my mom what happened, then my mom said that he must ask the store securities what happened as she doesn't know what is going on as no one explained to her what happened. My mom then asked why the security guy in the red and black uniform was called when she was alone and not when the other lady was still there. Then my mom advised them that she will sue them.

Then the security guy in the red and black uniform, rudely responded and said the she must go ahead and sue them. Then he threatened her that he will call the police to come and arrest her, and she responded saying that he must call them, because she didn't do anything that they are accusing her of.

Then they checked the footage and were discussing among themselves and my mom was telling them that she didn't do anything and that she doesn't know what they are talking about, then the security guy wearing the red and black uniform aggressively answered my mom and told her to keep quiet. Then they felt and told her that they are coming back, because of the whole ordeal, it affected her health as she is a chronic person. The whole experience resulted to my mom not being ok mentally, emotionally.

The store security lady come back and called my mom to follow her, as they were walking she asked my mom where her recipt is and my mom said that she (the security lady) who she was walking with had it. The security lady then gave it to her and left.

No one explained anything, no one apologized to her for what happened. They just acted like nothing had.

With everything that is said explaining the whole event, on Saturday we approached the manager and asked him if he was on duty that day of the event, he explained that he was on duty, however he was not around at that time when the incident happened. We also asked if he was aware of the incident, he explained that he wasn't aware, no one told him. We explained what happened, my mom managed to spot the security lady who was there in the security room in that day. We then asked the manager what is the way forward to sorting out this whole entire ordeal, he advised that he was look into it and talk to the store security and find a way to sort it on and advised that we return on Monday 1st of March 2026, of which we did return. The store security manager and the store assistant manager (who was on duty on the day of the event and had the report of the incident)were present and my mom had to re-explain the whole situation again. Then the security manager asked my mom, for how long did they keep her in the security office, my mom said that they kept her for about 40 minutes in the office. The security manager said that they were wrong to keep her in the office for so long, as the duration for keeping someone is 5 minutes to check if there is something, if not, they were suppose to let her go.

Then they said to my mom that she must everything she had, as she went to the doctor because of her health deteriorating and in the cause of the ordeal, she lost her phone.

We sent everything to the manager. We sent the doctors note referring my mom to a psychologist as the whole ordeal caused so much trauma to my mom. She also sent them a medicine list and note from Revive Herbal Health, where they checked everything.

With all documents sent to the manager. He then got back to us saying "that the company (Pick n Pay) and the security company have contributed R700 as a compensation for the trouble caused by the security guards, as this is not them buying us out but a token of showing an apology." And advised that we can come through to collect the money.

We advised the manager that we will not accept the money as it doesn't cover any medical expenses and doesn't cover for the phone my mom lost.

We are loyal customers at Pick n Pay, and this is how you treat elder people, worst part is that it was my mom's first time going alone to Pick n Pay Jackal Creek, as she usually goes with me (her daughter), as she usually goes to other Pick n Pay that are around our area.

My mom is badly affected by this whole experience. It has affected her health and mental and emotional well-being.

We are looking to taking this matter forward as this is unacceptable.