1 reviews | Active since Sept 2022
Unprofessional and Disrespectful Behavior by Cashier
I am writing to formally lodge a complaint regarding an extremely unpleasant and humiliating experience I had at your Diepkloof Square on 21/09/2025 @19:05
I was assisted by a cashier whose conduct was unprofessional and deeply disrespectful. During the checkout process, when the total amount exceeded the balance on my card, I politely asked her to return a few items so that the total could fit within my available balance. She appeared visibly annoyed and uninterested in assisting me, handling the situation with impatience rather than courtesy.
When my card transaction declined, she waited until I had left the till and then screamed across the store to her friends, loudly announcing that my card had declined and expressing how “annoying” I was for asking her to remove items from my purchase. I was standing at the third till from hers and could clearly hear her mocking me in front of other customers and staff members. This was extremely humiliating and completely inappropriate.
I returned to confront her about her behavior, only to find that she was nonchalant and laughing, showing no remorse. Even when other cashiers and customers stepped in to apologize on her behalf, she remained arrogant and dismissive. When I requested to speak to a manager, she continued to insist that she had “already said sorry” and claimed that she wasn’t disrespecting me, but merely “sharing with her friends.”
This incident was not only embarrassing but also reflects very poorly on the store’s customer service standards. A cashier’s role requires professionalism, discretion, and respect toward customers at all times — none of which were demonstrated in this interaction.
I respectfully request that this matter be investigated and that appropriate steps be taken to ensure this type of behavior is not repeated. Customers should never be subjected to public humiliation or disrespect while shopping.
Thank you for your attention to this matter. I look forward to your response and to understanding how you will address this incident.
Instead of receiving a proper investigation and accountability, I have been subjected to a series of empty promises and unacceptable conduct by members of management.
Initially, I was contacted by a junior manager who, in the absence of the store manager, mentioned a R4,000 voucher as compensation. Days later, the store manager contacted me and asked me to meet him at the store. During that meeting, he suggested taking me out for lunch, which I found completely inappropriate and unprofessional. It felt as though he was attempting to establish a personal relationship rather than address a serious customer complaint. I declined his invitation and made it clear that I wanted my complaint escalated further.
I was then contacted by the Customer Service Manager, who offered me R200 loaded onto my Smart Shopper card as compensation. Considering the seriousness of the incident, the humiliation I endured, and the lack of accountability, this offer was both insulting and dismissive. I therefore requested that the matter be escalated again.
The Regional Manager later contacted me, acknowledged the complaint, and promised to call me back after further engagement. To this day, I am still waiting for that call.
This matter has now gone unresolved for 10 months, demonstrating a complete disregard for customer concerns. What began as an incident of public humiliation by a cashier has now been compounded by poor complaint management, inappropriate behaviour by a store manager, broken promises, and a failure to communicate.
I expect Pick n Pay to:
Provide a written outcome of the investigation.
Explain why my complaint has been mishandled for 10 months.
Address the inappropriate conduct of the store manager.
Provide a meaningful resolution rather than token compensation.
Ensure that customers are treated with dignity and that complaints are handled professionally.
If this matter continues to be ignored, I will have no option but to escalate it to the appropriate consumer protection authorities and continue sharing my experience publicly.
I trust Pick n Pay will finally treat this matter with the seriousness it deserves.
Instead of receiving a proper investigation and accountability, I have been subjected to a series of empty promises and unacceptable conduct by members of management.
Initially, I was contacted by a junior manager who, in the absence of the store manager, mentioned a R4,000 voucher as compensation. Days later, the store manager contacted me and asked me to meet him at the store. During that meeting, he suggested taking me out for lunch, which I found completely inappropriate and unprofessional. It felt as though he was attempting to establish a personal relationship rather than address a serious customer complaint. I declined his invitation and made it clear that I wanted my complaint escalated further.
I was then contacted by the Customer Service Manager, who offered me R200 loaded onto my Smart Shopper card as compensation. Considering the seriousness of the incident, the humiliation I endured, and the lack of accountability, this offer was both insulting and dismissive. I therefore requested that the matter be escalated again.
The Regional Manager later contacted me, acknowledged the complaint, and promised to call me back after further engagement. To this day, I am still waiting for that call.
This matter has now gone unresolved for 10 months, demonstrating a complete disregard for customer concerns. What began as an incident of public humiliation by a cashier has now been compounded by poor complaint management, inappropriate behaviour by a store manager, broken promises, and a failure to communicate.
I expect Pick n Pay to:
Provide a written outcome of the investigation.
Explain why my complaint has been mishandled for 10 months.
Address the inappropriate conduct of the store manager.
Provide a meaningful resolution rather than token compensation.
Ensure that customers are treated with dignity and that complaints are handled professionally.
If this matter continues to be ignored, I will have no option but to escalate it to the appropriate consumer protection authorities and continue sharing my experience publicly.
I trust Pick n Pay will finally treat this matter with the seriousness it deserves.