1 reviews | Active since Mar 2009
PnP Northgate Mall Manager Nonhlanhla Abuses Customers In Front Of Staff And Other Customers
It seems that Pick n Pay promotes their manages being abusive to their customers in front of staff and other customers. I had visited the PnP Northgate Mall on 27th June 2022. I had spoken to Nonhlanhla, who was the manager in charge at that time, and made enquiries regarding an item. When I showed him a picture of the item, he said it was only available online. I assume he only said this cos I had shown it to him on my phone. When I mentioned that it was also in the leaflet, he then looked at his computer. He then said they only have it in red and no other colour. When I asked if he could get it from another store, he flatly refused. He then said I must show him on the leaflet. When he saw that the leaflet validated my enquiry and that it was available in assorted colours, he became abusive towards me and started to admonish me for questioning him. I told him I'm only asking for what's advertised in the leaflet. He then started to walk away while I was still talking and then said something to his staff in his native language. When I questioned why he was walking away and also speaking to his staff in his native language, he hurled more insults to my in front of other customers.
I contacted Customer Service when I got home and spoke to Kayla Faure. She mentioned that it was a serious breach of protocols and that she will escalate it to Senior Management and I would get feedback within 48 hours. However, no feedback was forthcoming. I called again on 30th June 2022 and spoke to Palesa Modupe. She said it was not their policy to not respond and said she will raise a second escalation. I then spoke to her Team Leader Nkosazana Tladi who said they automatically receive a list of all queries not resolved within 48 hours and a second escalation is automaticall sent via system and that a second escalation was sent in my case prior to my calling. However, this contradicted what Palesa had said in that Palesa had raised the second escalation when I called. Nkosazana then promised me that she will personally call the store and have this resolved. She gave me tons of promises that she will personally address this and will get the store to call me and she'll call me 30 minutes thereafter to make sure the store had called. Guess What ... neither Nkosozana not the store has called me as of today 04 July 2022.
So it's obvious that Pick and Pay condones/promotes their managers abusing and insulting their customers and also lies about providing feedback and addressing issues that are reported to them. In short, they don't believe in customer service and have no regard for their customers.
"Please accept our apologies for the poor shopping experience at this store.
This is further proof that PnP place NO VALUE and RESPECT on their customers. I made multiple calls to Customer Service and a senior Customer Representative called Glen Miller. All they did was make **** promises which they never kept to. I actually wonder if PnP actually takes pride in misleading and lying to their customers ... it all comes down to self respect and integrity ... none of which has been displayed. The one thing that Glen Miller did was provide the managers correct name which was Nhlanhle Maseko and also ask if he was the big size body builder like person there ... seems Glen was more concerned and only remembered the physical attributes of the managers and not the pathetic and deplorable behaviour displayed by him. He even promised that the store manager Thabang Khuzwayo, who he claims is the divisional director and reports directly to the PnP board of directors, will respond to immediately ... this has now gone two days and no word from either ... just proves the level of lies ... how can someone that is claimed to report to the board not have any integrity to respond to an issue in his own store ... just shows the type of managers PnP hires and what their values are!!!
It's obvious that the only thing PnP can do is hide behind making false promises of returning calls and e-mails that NEVER get addressed rather than showing moral integrity and addressing issues. This proves that they do grant their managers carte blanche to abuse and disrespect customers and they do not nothing about it.
"Please accept our apologies for the poor shopping experience at this store.
This is further proof that PnP place NO VALUE and RESPECT on their customers. I made multiple calls to Customer Service and a senior Customer Representative called Glen Miller. All they did was make **** promises which they never kept to. I actually wonder if PnP actually takes pride in misleading and lying to their customers ... it all comes down to self respect and integrity ... none of which has been displayed. The one thing that Glen Miller did was provide the managers correct name which was Nhlanhle Maseko and also ask if he was the big size body builder like person there ... seems Glen was more concerned and only remembered the physical attributes of the managers and not the pathetic and deplorable behaviour displayed by him. He even promised that the store manager Thabang Khuzwayo, who he claims is the divisional director and reports directly to the PnP board of directors, will respond to immediately ... this has now gone two days and no word from either ... just proves the level of lies ... how can someone that is claimed to report to the board not have any integrity to respond to an issue in his own store ... just shows the type of managers PnP hires and what their values are!!!
It's obvious that the only thing PnP can do is hide behind making false promises of returning calls and e-mails that NEVER get addressed rather than showing moral integrity and addressing issues. This proves that they do grant their managers carte blanche to abuse and disrespect customers and they do not nothing about it.
So Pick 'n Pay policy is to open tickets and close them without addressing the issue. Just proves they have no interest in Customer Service ... that in itself proves the integrity and moral status of the company and what their Customer means to them.
It's no use putting out fancy adverts and events when you don't have the integrity to respect your customers ... it's just a facade ... maybe all they do care about is the money and not the respect of their customers
So Pick 'n Pay policy is to open tickets and close them without addressing the issue. Just proves they have no interest in Customer Service ... that in itself proves the integrity and moral status of the company and what their Customer means to them.
It's no use putting out fancy adverts and events when you don't have the integrity to respect your customers ... it's just a facade ... maybe all they do care about is the money and not the respect of their customers