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Mogamat P

1 reviews | Active since Nov 2011

07 May 2018, 11:55

Pick n Pay Smart Shopper RIPOFF!!

My query relates to the Smart Shopper Division

Recently I had a voucher (on my mobile app) which stated:

"Any 2 Laundry Detergents and get R25 off"

I went to the Pick n Pay Local Store (Lotus River) where I purchased 4 x Omo Liquid washing detergent. This would mean that I would be getting back R50 in total. This did not happen.

I then went to customer services, who the proceeded to call the Smart Shopper call center. After nearly a half an hour on the phone, we were not close to resolving my issue.

I then requested from the customer services lady to speak to the Call Center agent (Wendy) directly. She could apparently not see the discount I was refering to. The Store Assistant confirmed the discount voucher as well as the front manager. At this time the vouched was still visible on my mobile app.

She was adamant that she could not see it. After a while (going for almost an hour now) when I checked my phone, the voucher "Disappeared". No longer on my mobile app. I furhter asked Wendy why and what happened she seemed to not know of anything about it.

She promised me high and low, that she will call me back after the weekend. To this date I am still to hear from Wendy. and I am extremely frustrated with how Smart Shopper handled the situation. I will say Smart Shopper as I am convinced, Wendy misrepresented Smart Shopper on that day.

I eventually paid the full price of the items as we needed it and left the store very disappointed.

0
Replies (3)
Pick n Pay
Pick n Pay's reply08 May 2018, 08:59
Official

Good day Mogamat,

Thank you for taking the time to write to us.

Kindly note that our system indicates that your voucher was successfully redeemed on the 14/04/2018. The voucher was only valid for 1 set of 2 detergents. You did get the R25 discount for the purchase.

Please accept our sincerest apologies for the poor service received by Wendy and for any inconvenience caused.

Kind Regards,

Anwar Mooideen

MP
Mogamat P's update11 May 2018, 11:20
Reviewer Update
Good Day Anwar, Something must be seriously wrong with your systems or processes. Firstly, the Customer Services Agent as well as the Manager on Duty on the day can confirm that NO DISCOUNT was received. I have the till slip to prove it. IF it is your contention, that the voucher was in fact redeemed, please explain why the voucher was still available after my purchase???? The voucher only disappeared after my queries to your helpdesk. One moment it was there, the next moment it was gone. I suspect someone realised the messup and tried to make it go away. While on the phone with Wendy, she informed me that it only for washing powder. I argued the point that the voucher said "Äny Laundry Detergents". If Omo Liquid is not a laundry detergent, then I need to be educated on what is and what is not laundry detergents. Or someone in your business is using Omo liquid for something else, other than laundry. Secondly, the voucher did not specify any limits to the amount of products I can buy. This too can be confirmed by the staff in the store. I have obtained sworn affidavits from the respective employees in your store as to what has transpired on that day. I can assure you if this is not resolved to my satisfaction, I will be knocking on the Consumer Protector's door for remedial action. Pick n Pay is welcome to converse with my directly if you wish not to continue on this platform. I may be contacted on ********** or **********
Pick n Pay
Pick n Pay's reply11 May 2018, 15:02
Official

Hi Mogamat,

Thank you for choosing Pick n Pay and taking the time to write to us.

Apologies for any inconveniences caused to you.

Please forward us a copy of your till slip to *** to enable us to address this with our Smart Shopper Team.

We value you as a Pick n Pay customer and are committed to improve continually on our service levels.

Kind Regards,

Vanitha Venketas