Subject: Formal Complaint – Unacceptable Service at Pick n Pay Tokai Branch Western Cape

Imagine you are in a store, and this happens - After completing my monthly shopping, I proceeded to the tills only to discover that every cashier had already closed their station. Not a single cashier was willing to assist, despite the fact that customers were still in the store and clearly needed to pay for their purchases. This was particularly distressing as this was our monthly shopping trip, undertaken because we had no groceries at home. What made the situation worse was that cashiers appeared more interested in assisting their own colleagues than serving customers. The supervisor was unaware that no tills were open, and when they instructed staff to assist us, the staff simply ignored the directive, prioritizing the fact that they had already closed their tills. This behaviour is unacceptable and demonstrates a lack of accountability, customer focus, and respect for the standards that Pick'n Pay should uphold, and which customers expect. Customers should never be left stranded with full trolleys of groceries and no way to pay. I am compelled to lodge a formal complaint regarding the unacceptable service I experienced at your Tokai Branch, Western Cape. The service I received was not only poor but entirely below the standards expected from a retailer of Pick n Pay’s reputation. As a paying customer, I expect to be treated with respect, efficiency, and professionalism. Instead, my experience left me feeling disregarded and frustrated. This is not the level of service that should be associated with Pick n Pay, and it raises serious concerns about staff training and customer care standards at the store in question. I was not prepared to be treated in this manner, and I left the trolley with groceries filled to the brim and walked out of the store. Utterly shocking service in an era Pick'n Pay cannot afford to have. Your staff are letting you down Mr. Summers. I urge you to investigate this matter promptly and take corrective action to ensure that no other customer is subjected to such disappointing treatment. I trust that Pick'n Pay values its customers enough to address this issue with the seriousness it deserves. Your Tokai Branch service sucks, and I will not shop at any Pick' n Pay again. There was no option for no stars however, the rating the branch deserves was ZERO stars.