Shocking treatment and silent hostility at East Rand Retail Park

Unacceptable Customer Service and Unprofessional Behaviour – Pick n Pay Clothing East Rand Retail Park

To Whom It May Concern,

I am writing to lodge a formal complaint regarding the unacceptable and highly unprofessional service I experienced at your Pick n Pay Clothing store in East Rand Retail Park on Sunday, 18 October 2026. The complaint is specifically directed at a senior cashier named Lebohang.

Incident Details:

• Date: Sunday, 18 October 2026 • Location: Pick n Pay Clothing, East Rand Retail Park • Employee Implicated: Lebohang (Cashier)

Description of the Incident:

I was initially assisted by a pleasant female cashier who appeared to be a trainee. She greeted me cheerfully and handled my transaction well. Because my transaction involved both a new purchase and an exchange, she required assistance to complete it at her till and called Lebohang over. Once Lebohang finished with her previous customer, I approached the till and greeted her politely. I received absolutely no response. The trainee cashier intervened to explain the exchange to her, and I greeted Lebohang a second time. She completely ignored me, refused to make eye contact, and silently began scanning my items. Throughout the process, her behavior remained deliberately dismissive:

• Smart Shopper Points: She did not ask for my Smart Shopper card. When I handed it to her and explicitly asked to use my points, she scanned the card without acknowledging my request or uttering a single word.

• Carrier Bag: She did not ask if I required a plastic bag, forcing me to ask for one myself.

• Direct Confrontation: After making my payment, I politely asked her, "Are you having a bad day today?" Only then did she speak, replying with a blunt, "No, why?" When I pointed out that I had greeted her twice and asked for a bag and my card without a single response, she simply giggled and went back to ignoring me.

Escalation in Store:

Following this interaction, I requested to speak to a manager. A male staff member in the store assisted me. He recognized me from the day before, apologized sincerely for how I was treated, but informed me that both the Store Manager and Assistant Manager were off-site at the time.

Pattern of Behavior:

Regrettably, this is not an isolated incident. I experienced the exact same silent, hostile treatment from Lebohang approximately one year ago at this exact store. At the time, I chose not to report it, assuming she was simply having a difficult day. However, experiencing the exact same attitude a second time proves that this is a persistent behavioral issue. Her conduct raises serious questions about her willingness to work, particularly over weekends, and her suitability for a customer-facing role.

Desired Resolution:

As a regular customer, I do not expect to be treated with blatant disdain and silent hostility. I request that store management investigates this matter, reviews the till service standards for Sunday afternoon, and takes the necessary disciplinary or corrective action regarding Lebohang's conduct. I expect a formal response detailing how this matter will be addressed.

Sincerely, Lee