Queueing time not managed - Terrible

I visited Pick and Pay recently and waited about 25 min in a queue as the cashier had some difficulty with a machine being offline. This was not communicated to the shoppers and effectively managed. It feels as if the customer is being ignored in this store and not valued. The cashiers and packer display no customer service and I am seriously considering discontinuing my loyalty to Pick and Pay. What is this use of Phangela Security as temp checkout staff in the Promende???<br> <br> Careful not to sound insincere and respond like (with no sincere intent to remedy the situation):<br> <br> Dear Mr Jacobs<br> <br> Thank you for taking the time to contact Pick n Pay and for raising your concerns.<br> <br> We do apologise for the inconvenience caused. <br> <br> Your comments have been brought to the attention of senior management responsible who will contact you in due course to discuss this matter.<br> <br> Yours Sincerely <br> <br> Marise Brown<br> <br> Ref Number : ******