Threats on customers, calling customer ***** and told to voertsek by the owner???????

I am an honestly disgusted, appalled and irate customer.

Earlier today 31 March 2019 I went to Pick n Pay Oakfields.

The queues were long and all 3 express tills were closed. I finished my shopping after standing in a queue where I had less than 10 items. I went to a guy standing there and asked him why the tills are closed. No answer was received.

We went to our car and we forgot to buy apples and once again or should I rather say still, the 3 express tills were closed despite the long queues at the other tills.

I went to speak to a new manager. I advised him about the issue. After I advised him and was very, very irate the manager, now known to me as Hope came to stand about 2cm from my face in a very violent matter. I think our noses touch in the process. I asked him what he is going to do seeing he is up in my face in the violent demeanour.

Next to the incident there was a guy with a green shirt approaching us. What his story was, I don’t know.

After the altercation between me and Hope, I asked him for his head office contact details so I can log a formal complaint against him. He advised me that he does not know the number for head office. How is someone in a manager position who does not even know the number for head office? I got his name and after that he told me to go to the parking lot to sort it out. Once again in a violent manner.

After leaving the store, I immediately phoned Customer Care and informed them what had happened. They advised it was unacceptable and that the matter will be escalated.

I then phoned the store self. I firstly I spoke to Sarvas but the line cut. I also briefly described what had happened. The phone call was cut at about 1 min 27 seconds.

I phoned back and held on again. Not long the owner took over the call just after a lady answered. I also briefly explained to her again. Hope also advised, as I informed the lady, that Hope stated he is going to do something to me and we should take it downstairs. I also informed earlier and to the lady that there was a guy in a plain black shirt. The lady then passed the call to the owner.

She advised that I must speak to the owner, but he is not there. Not long the owner took the phone so clearly was there. His name his Mick or Nick. I informed the owner of the entire incident.

He advised that the tills were closed

The following is a quote on the call recorder I have on my phone which can be made available on request.

“The problem was, alright, you asking why we close the express tills, I mean nobody is going to tell us how we are going to run my business” and not to close tills or what time to close (not completely audible)

I then asked the owner if Pick n Pay is not part of a franchise. He confirmed this and he stated that he is running his own business. As I am aware and informed him, I also owned a franchise and the franchise must follow the rules, opening times, SLAs, KPIs etc with regards to the franchise agreement.

He further advised that they pay franchisee fees to PnP but he runs the business the way he likes to.

Furthermore I do not appreciate the fact that the owner states on recording that Hope did not threaten me and that I in fact threatened him. He says on the recording I kept on saying to hope what is he going to do about it, speaking with regards to the express tills that are closed with long queues at other tills.

He stated that he (the owner) was standing next to me while the incident occurred.

Furthermore he stated that he does not have a problem with head office. He also stated that he runs his business the way he wants to and I am not going to tell him how to run his business.

He said I was looking for problems. There is a huge difference between looking for trouble or problems whilst the issue could have easily been avoided if Oakfields PnP opened tills and delivered a proper customer service instead of managers threatening customers.

I asked him (the owner) if he is calling me a **** and he rep**** and I quote: “yes you are a ****.”

He ended off the conversation by telling me, and I quote to “voertsek” He said it about 3 times.

He stated that he saw the incident happening, I would like to know why he as owner did not react to sort the situation out and give customers the service they deserve and pay for. I honestly cant believe that a Manager will speak to a customer in this matter, let alone threaten him and to top it off the owner did nothing when witnessing the incident and then when I phoned him regarding my complaint I am called a **** and I’m told to “voertsek”? Don’t worry, I will NEVER again go shop at Oakfields PnP.

I want to know how this situation will be dealt with and that the necessary disciplinary steps will be taken against the Manager and especially against the Owner.

If I do not get a proper response on exactly how this situation is going to be handled, I will place a letter in the Benoni City Times.

Please take note that the entire call between us has been recorded and will be made available on request.