Poor customer service at Pick n Pay Lemon Tree

On Friday, 2 May, I visited the Pick n Pay Lemon Tree, Alberton outlet to make my bi-monthly shopping. Among other items bought, I selected Domestos which had an advertised "special tag" of R56 for "Buy 2x Domestos Thick Bleach Assorted 750ml and get 1x Domestos Rim Block Assorted 55g FREE". In my mind, the FREE extra was optional... As I had other matters to attend that afternoon, I didn't search for this "additional FREE item"...later, on checking my receipted invoice, I noticed that I was "overcharged" on this very FREE special item. I was charged R72 (R35.99 x2) instead of the advertised R56. On Tuesday, 6 May, I went to this Pick n Pay retail outlet to raise my concerns about the overcharged item in my invoice. Wow!! What an experience I encountered... I was referred to the supervisor/manager by the name of Thandi. I raised my concerns about the overcharged item and requested that this matter be rectified. She started preaching to me about the "national promotions and the "in-store" promotions carried out by Pick n Pay. As the end-user, I'm obviously, not interested in the internal marketing strategy app**** by Pick n Pay. She treated me with such disdain and told me that I was to blame for this oversight. "It's your fault not to check that you took the 3rd (optional item)". The crux of my complaint is as follows:- 1. I bought the items, purportedly, to be on a "special" (as advertised). These items were not even packed/bulked together, from an awareness point of view. 2. No one at the till points notified/advised me of the "additional/ optional FREE item. 3. When I raised my concerns 4 days later, instead of being assisted and the matter resolved, I'm given lecture on Pick n Pay's internal marketing strategy. 4. In future, should I interrogate all Pick n Pay advertising material times to be "national" or "in-store"? To be honest with you, I am quite shocked and disappointed in the manner this manager/supervisor treated me and literally failed to address my concerns. She treated me with such disdain, hence I decided to pen this complaint to their complaints office. Despite numerous escalations to their offices, my complaint was not resolved. Each time I raised a concern, a new reference number would be allocated If is/these are the standards app**** in handling customer concerns at Pick n Pay, then, I won't be a static and I'll disassociate with this retail outlet and advise my close associates and family to do likewise.

Very disappointed in the manner they mishahandled my concerns/complaint.