Pick & Pay - Has No Customer care

I wanted to buy a few things and residing in Potchefstroom and visiting VD Bijl Park was convinced to stop at the P&P Hyper as a loyal supporter, where I should have rather stopped at President Hyper in Fochville which has far superior prices and customer care.

1) Yesterday I went with my stepdad (a pensioner) as to purchase a few things from the Hyper in VD Bijl Park 2) On arrival I enquired if they had a wheelchair for client use, as I am wheelchair bound, which they did not have. 3) My stepdad (being elderly) had to take my personal wheelchair out of the car, without anybody helping. 4) We then proceeded to shop for the things as required. 5) During the shopping there was a lot of items that was not priced and on enquiry I was told that it is due to the refurbishing, and apologized for the inconvenience. 6) At the cheese fridge there was an ad for the “SO CALLED” R100 specials where the 900g cheese was advertised 2 for R100 7) The adverti*****t on the fridge was not very explanatory as if memory serves me correct stated: “Cheddar, White Cheddar, Gouda & 175g slices for R100” 8) At that specific fridge there was NO cheese slices but only the block of Cheddar, Gouda & White Cheddar with a male staff member busy unpacking more cheese blocks. 9) I then asked him for clarity as I also wanted to mix my purchase. I specifically asked him how the special works and he vehemently stated that I can take any two blocks of cheese for R100. So I took 1 x cheddar and 1 x white cheddar 10) My stepdad also again asking him for clarity, again it was stated that that he could take any two blocks of the cheese for R100, he then took 6 blocks being under the impression that it was going to be R300 for the cheese. 11) We finished our shopping and proceeded to the till. 12) When I got to the till, the wheelchair did not fit between the two till as for me to exit. The cashier then stated that I had to leave my trolley and make my away around to the other side via the entrance. This on its own was very very insulting and discomforting. What is the use of having a wheelchair friendly entry but the tills are not that way equipped. 13) I then did make my way around to the other side as was instructed, hence I came and sat behind the cashier in my wheelchair, being clearly able to see what was being rang up. 14) I then noticed the OROS was scanned as R38.99 and told her that it is not correct as advertised for less than that, she then had to call supervisor as to fix the price. 15) She proceeded to ring up the products and I saw that the R100 specials was not calculated correctly and enquired again. Her answer to me was that I should wait and the deduction will be calculated and shown at the bottom of the invoice. 16) Before leaving the store I asked to see the manager as I was not happy, I was neither referred to the manager nor the manager called in order for me to raise my concerns. 17) I then proceeded to the information counter where I was told that nobody was available and that I should leave my number and details and they will get back to me. They presented me with a black hard cover book and I wrote my contact number down as ********** . 18) As I finished writing they introduced me to another lady allegedly looking after customers and concerns. I raised my concerns to her and she promised to have a look into it, note that she did not see me write my detail into the book, nor did she ask me for any contact details. It was then clear to me that the store is NOT customer oriented. 19) Today when I looked at the invoices as attached I scrutinized them based on the specials I could remember ad found that the Cheese was NOT rang up at R100 for the two as was advertised and told in store. 20) I proceeded to call the store on the number as reflected on the invoice. I asked to speak to the manager regarding a few concerns and was transferred to a lady whom introduced herself as Lorraine.` 21) I told her that I am concerned, what we were told and that it is not correct. She immediately responded that if I was not clear on how the specials worked I should have proceeded to the information counter and enquired from them for clarity. Again totally disregarding the fact that I am wheelchair bound. 22) I strongly disagreed with her as I am of the opinion that it is NOT my duty and responsibility to enquire from 3 to 4 people regarding the specials as any customer shops and acts in good faith when the person unpacking the items explains the special to him and later the cashier also not getting or giving clarity. 23) She then stated that the special is a 900g block of cheese and 175g of sliced cheese for R100 and not two blocks for R100. On telling her that there was not even sliced chees in the fridge with the blocks, she responded by saying that it stays the customer responsibility to get cer*****y. 24) Again I told her that it is not only misleading advertising but also flagrant cheating of the customers. 25) She responded by saying that: “well if that is how you feel bring the items back and we will refund you” again disregarding the fact that I lived about 100km from the store, it just further reiterated to me as stated in par 18 and that this Lorraine (The manager) is not interested in the customer complaints and don’t even listen attentively as to what we have to say. 26) I told her for a second time that I live in Potchefstroom which is far away from the store, and if there is any way that we can resolve this matter amicably for both parties, she responded by again stating I must bring it back, frustrating me even more. 27) I then proceeded to call the alleged customer care line as indicated on the invoice (***) where I spoke to a gentleman by the name of Cresswell. 28) I explained the whole story to him and he stated that I should put all my concerns in writing and send an e-mail to ********** 29) It was again clear that he either did not understand a word of what I was saying or just did not care the same as the store. 30) I asked him why is it that he did not take any of my details and then get somebody to call me back, which would be seen as customer care. 31) Instead it not only costs me a lot of money as to call the alleged customer but again becomes my responsibility to write and send an e-mail. I asked him why is it then that the customer care line ***is printed on the invoice and not the e-mail details if it is the only way for PNP to resolve any issues. 32) He stated that it is the best way for PNP as the computer will generate a reference number and it would be referred to the correct person instead of him taking everything and promising that they will come back and might never do that.

I would like to state again that we use to be very loyal supporters of Pick ‘n Pay (basically shop on a daily basis) but I WILL NOW DO EVERYTHING IN MY MEANS TO RATHER SUPPORT SPAR OR ANY OTHER SHOP THAT REALLY CARES FOR CUSTOMERS.

A VERY AGGRIEVED CUSTOMER!!!!

To top it off, send a mail to customer services, and NOTHING done to date. So thanks for not caring about your customers!!!