Terrible service at Pnp Fourways

Good day

On the 26th August I purchased groceries at the PNP in Fourways.

I always have issues at this branch. There’s never anyone to assist at the vegetable section or around the entire store,you have to look for assistance by the tillpoints. Everything is unorganised. The signatures on top of the isles directing you to certain products are incorrect and the store is always dirty and shelves empty.

The day in question (26 August) I purchased the Stay Soft Fabric Conditioner. On the day it had signage that states it was R29.99 . Upon arriving at home,I checked the till slip and it said it was R48.99 . The next day (27 August) I went to the branch to correct the miss price. I was met with miserable staff and the most unhelpful manager I have ever came across in a PNP Branch.

When I explained that the price was incorrect as I had just purchased it the day prior, the lady went to check and came back to say that there was no such signage. She was persistent that there’s nothing she can do because maybe it was taken off. It was not my problem that the price was not correctly rung up the day of the promotion. The manager and staff insisted that they cannot help me because there’s no proof. Basically calling me a lier infront of multiple other customers!

Eventually the manager had asked one of the merchandisers working that isle about it and she confirmed that she had removed the signage the morning and it was R29.99. The manager did not apologise for making me out to be dishonest and kept defending herself . When we got to the till ,the difference of R19 was issued to me . I proceeded to inform the teller and manager that PNPs policy states that if the price is incorrect,double the difference is to be given to the customer. The manager refused and said that’s not how it works,whereas I’m very aware of the policy and the placard was behind them stating it. She insisted that it only applies if I take the item, in which I did and after the arguments ,I did not want the item anymore because I absolutely hated the service received. The manager said that the system automatically put it as “unwanted item” instead of it being the wrong price and the double difference to be issued. But on the receipt the cashier selected that the item was “unwanted”. On the second receipt it shows as “wrong price”.

I had places to attend and what was supposed to be a quick fix,turned into nearly 40minutes of back and forth explaining the policy to someone that’s supposed to know it. During it all, the manager,the teller behind the kiosk and another person literally stopped assisting people to basically belittle me and turn me into the villain infront of several other customers. The line to the kiosk was getting longer and the teller was more interested in listening to our conversation and did not want to assist the people in line. I told her to assist the customers because 3 staff members are listening to our conversations and none are assisting customers and causing them to be annoyed in the line(and I was not even in that line,I was at a different counter,she just stopped working completely).

I was with my newborn, and she was starting to get unsettled by all the arguments. I left the store annoyed,my whole day ruined, and mind you that it was my birthday too that was wasted in this store. No apology from the manager nor staff members for the way I was treated.

I was not aware that Belittling customers was part of PNP Fourways procedures but this whole store needs a revamp as well as customer service training. It not the first time issues arose with this Manager , I have just brushed off other occurrences my Husband and I have encountered.