Unhygenic / Unsafe Practices & Horrible Customer Service

PICK n PAY DORINGKLOOF MALL CUSTOMERS BE AWARE.

Hold onto your seats because this is a long situation.

Since Pick n Pay corporate management can't respond to my emails or resolve reported issues, I want to inform the public as well.

On 5 February 2026, during the late afternoon, I visited the store. I proceeded to the Deli section with the intention of quickly obtaining a meal, as I had run out of time to prepare my own lunch.

Firstly, I observed that the staff member behind the counter was not wearing the required personal protective equipment (PPE) while serving customers and providing fresh food items without gloves. I waited for a considerable time for assistance while the mentioned staff member engaged in conversation with another customer. The other two employees present at the counter were preoccupied with their own tasks and did not offer any help.

Secondly, when the staff member finally attended to me, I watched her closely as she prepared my food order, concerned that she would continue to provide the same inadequate service without proper PPE. To my dismay, she opened the paper bag with her bare hands to place my fresh food item inside, which I find completely unacceptable and unhygienic. I politely requested that she provide me with a new food bag, expressing my discomfort with her using her bare hands to open a bag intended for fresh food. In response, she laughed in my face, shook her head, and asked, "How am I supposed to open the bag then to put your food inside?" At that moment, I was already frustrated by her poor attitude and unacceptable level of service. I informed her that she should be wearing gloves or some form of PPE when handling food items and that she could have utilized a clean pair of tongs to open the bag instead of her bare hands, yet she continued to use a visibly dirty pair of tongs to handle the food. I inquired about her name, and once again, she laughed in my face, stating that her name is "Beautiful," a claim I find highly questionable.

Additionally, I encountered another employee on the floor as she was heading towards an office or some location near the Deli area. I asked if I could speak to a store manager, and she merely indicated the area where the manager was seated. She did not take the time to accompany me to the manager; she simply pointed and continued on her way. THIS IS UNACCEPTABLE SERVICE. At the very least, she could have enhanced her customer service by physically guiding me to the store manager or fetching the manager to address the unpleasant situation.

Furthermore, I approached the store manager’s desk to report the incident in a very composed manner, as I did not wish to create an unnecessary disturbance, which would be entirely unwarranted. I cannot recall the manager’s name, but she is an African woman with a short buzz cut and wears glasses. Strangely, no one in the store is wearing name tags.

When I recounted the situation, I was taken aback by the manager's extreme lack of responsiveness; she remained focused on her computer while attempting to communicate with me. For some inexplicable reason, she did not appear to be concerned about my predicament at all. I did not want to escalate the matter and preferred to resolve it within the store; however, the manager’s reaction led me to believe that she would not be addressing the issue.

Experiencing such poor customer service from the store employees, including the manager, is truly disheartening. Where is the genuine customer service? The warmth? The support and attentiveness without any negative attitude from the staff? Where is the cleanliness and hygiene?

The entire situation that has transpired is exceedingly bitter, and I sincerely hope that this matter will be addressed by higher authorities. Given that the managers and supervisors are failing significantly to oversee hygiene and the quality of customer service.

I have serious doubts about ever making a purchase again at any Pick n Pay store. If this is the image that Pick n Pay is projecting, how many other stores are experiencing the same issues?

My concerns expressed in-store have not been taken seriously, and I hope that by submitting a formally written account of the aforementioned issue, it will be regarded with the seriousness it deserves and addressed accordingly.

IT GETS WORSE.... After my email was assessed by the head office, they had the audacity to let the store manager call me in an attempt to provide some explanation. This is the same individual to whom I reported the incident, and who has done absolutely nothing in the store regarding the matter, showing a complete lack of attention to my incident report. I promptly informed the manager that I was not interested in speaking with anyone in the store, as I have been ridiculed and not taken seriously. She assured me that someone from corporate would return my call concerning the situation. No one has called yet to address the issue.

Is there anyone who can guide me on how to report the store for an inspection due to their unsanitary practices?