Smart Shopper number - *** - Formal Complaint Regarding Unacceptable Service at Pick n Pay The Marc, Sandton

I am writing to express my extreme disappointment and anger regarding the appalling service I received at your Pick n Pay store located at The Marc in Sandton on May 5th, 2025.

During my visit, I intended to purchase paper plates among other items. However, I noticed that the price displayed for the paper plates was incorrect and for serviettes. I sought assistance from a gentleman and a lady working in the aisle, who assured me that I could take the incorrect price to the till and be charged accordingly.

Following their instructions, I proceeded to the till.

To my utter dismay, the cashier, who was very polite, called for assistance from another employee named Lerato. Lerato approached with an attitude and spoke in a language I did not understand. When I responded in English, she rudely questioned why I wanted to pay the serviette price for paper plates, despite my explanation that I was following her colleagues' instructions. She refused to listen and walked away.

Subsequently, another employee named Shumani joined the conversation, which had now attracted the attention of everyone in the queue. The embarrassment of it all!!!

Despite my attempts to explain the situation, Shumani also refused to listen and even instructed me to return to the aisle to find her colleagues. Given my busy schedule, I asked the cashier to ring up my items so I could leave, as I had meetings to attend.

This entire ordeal over a mere R20 difference was not only embarrassing but also completely uncalled for.

Your employees were extremely rude, arrogant, and dismissive of the situation.

Their behaviour was unacceptable and has left me extremely dissatisfied with the service at your store.

Both Lerato and Shumani refused to give me their job descriptions and surnames when I notified them that I wanted to lay a formal complaint.

This needs to be addressed and appropriate action taken for this gross negligence of responsibility and accountability.

I have included my SmartShopper number so that you can track the transaction.

I expect a prompt response and appropriate action to be taken regarding this matter.