Terrible service

I was at your Rosebank branch on the 12th Dec and asked if I can swop the soap I bought from another branch because it was the wrong variety that was given to me. I asked the teller if this can be done, she checked with another staff member and the manager and went ahead. I reiterated that I want to swop and not return. She rang up the items at the marked up price which I queried. The senior staff member, Andile, stepped in and said that it cannot be done, his store cannot loose out by doing us a favour as he cannot give us a discount. His tone was condescending and rude. I told him he is not doing us a favour, we paid for the items and only wanted to swop which we clearly advised up front and first asked if it can be done. He had a lot to say about Pick n Pay’s return policies differing from the offices to the branches because the staff in the offices do not know whats going on in the branches. He was arrogant enough to point to his badge and say that’s my name you can take it up. Is this how your senior frontline staff are trained to deal with the customers. Especially when I asked first if they can help and was not demanding or being difficult. All they had to say was they could not assist, instead they were trying to accept the stock at the original lower price but wanted to charge me the mark up, what kind of business practise is that? Pnp your standards definitely need to be re-addressed and those staff sent for proper training.

Please refer to my next compliment on the experience I had at your Hyde Park branch.