Rude and arrogant staff and security

As a treasurer (of a council) and as a shopper in my personal capacity, I make a lot of purchases at PnP in Observatory in Cape Town. I often pop into the store twice a day.

About two weeks ago, I was shopping for myself and the council when I noticed the security point me out to the floor manager on duty at the time. I decided to ignore this. Using the self-checkout, I first paid for the council items (2 packets of biscuits = R40) and then for my groceries. In the middle of the payment, I see the manager and security send to two cashiers to me. The cashiers then asked me three times if I'm going to pay for the biscuits and each time, I rep**** that I had already paid for the biscuits. After the third query about the biscuits, I took out my receipt and showed it to them.

I then left the store and dropped off my goods but I called the branch and said that if they wanted to treat customers like *********, I (and the council I represent) was happy to shop elsewhere. The lady who answered the phone then: " I don't know how to respond". I then said that I was coming back to the store and wanted to speak to the manager.

When I arrived there was a completely different floor manager on the floor and the security gaurd was hiding behind a pillar. The new floor manager then called a random security gaurd, that wasn't even involved in the situation, to the office and I was asked to join them. When I pointed out that it was the incorrect security gaurd, he then waved his hand as if to dismiss what I was saying.

He then took down the details of the incident on a loose random piece of paper and said that he would speak to the people involved and their superiors. I don't believe he did anything further about the situation because complaints are supposed to be lodged on a formal document and not a random piece of paper. Secondly, when I pointed out the people who were involved in the situation, he did not call any of them to the office to give their side of the story or to even offer an apology. Thirdly, in the past two weeks since the incident, everytime I go into the store the security gaurd in question will smirk at me.

I also lodged a complaint on PnPs website, about this specific incident, more than week ago. I stated in my complaint that I wanted a formal apology from the people involved in the incident and not random people that weren't even involved in the situation. To this hour, I have not received a phone call or e-mail from PnP.

This is not the first time that I, or other customers, have been treated badly at this branch. However, the staff seems to hide the customer complaints from their superiors in order to keep from being reprimanded or to keep their employment.

I am disgusted in PnPs treatment of its customers. It seems making money is their only objective and they don't care how their staff and security treat customers. PnP should think of investing more in staff etiquette training and perhaps send some plain clothes staff to observe how their staff and security treat customers.