Poor Customer Service

Dear Customer Service Manager,

I am writing to express my extreme dissatisfaction with the service I received from your cashier, Precious, at Counter No. 3 on 16 November 2025 at approximately 11:56 am. I visited your store to purchase R200 prepaid water and a 750ml still water, but unfortunately, the experience was extremely unpleasant.

When I approached Precious with my request, she initially remained silent and focused on her screen. After a noticeable wait, she asked for the meter number. I informed her that the number starts with the letter “N”, to which she responded in a curt manner. I proceeded to call out the number starting with “N031000…”, but she questioned if I was buying water and claimed that the “N” does not exist. I politely asked her to verify the number on my phone screen, but she refused and instead insisted that I call out the number again.

The situation escalated when Precious began shouting at me, asking if it was my first time buying water and stating that we do not call out numbers like that. Despite my repeated requests for her to check the number on my phone, she refused and became increasingly aggressive. When I pointed out her unhelpful attitude, she accused me of being rude and stated that she does not care about my complaint and was actually waiting for it.

I find this behavior unacceptable for a customer-facing staff member. The lack of professionalism, patience, and willingness to assist displayed by Precious fell far short of what I expect from Pick n Pay. Her actions not only failed to resolve my issue but also made me feel disrespected and unwelcome in your store.

I am writing to request an investigation into the incident involving Precious and to take appropriate action to address the behavior exhibited. I would also appreciate it if you could provide additional training to your staff on customer service and conflict resolution.

I hope that you will take my complaint seriously and take necessary steps to ensure that such incidents do not occur in the future.

My transaction details are as follows:

- Date: 16 November 2025 - Time: Approximately 11:56 am - Counter: No. 3 - Cashier: Precious Duma

I look forward to hearing from you regarding the actions you will take in response to my complaint.

Sincerely, Siphesihle Methula ***