Unresolved Theft Incident and Managerial Conduct

I am writing on behalf of my mother, Mrs MMA Dos Santos, who is a loyal customer and pensioner at your Glen Shopping Center store. Unfortunately, recent experiences have left her deeply dissatisfied and concerned about the security and customer service at your establishment.

Yesterday, on 21st of February 2024, my mother visited the store and made a purchase amounting to R2,403.65. To her dismay, upon returning home, she discovered that two packets of Tinkies boxes and a loaf of bread were missing from her shopping bag. Understanding the gravity of the situation, she promptly contacted the store to report the incident.

Upon her visit to the store to address the issue, she was met with an unsatisfactory response from the on-duty manager, [she is not sure of her name]. Despite assuring her that an investigation would be conducted, my mother observed a shocking lapse in professionalism during the process. While waiting outside the room where surveillance footage was supposedly being reviewed, she noticed the door slightly ajar and took the initiative to open it. To her surprise, she found the manager engrossed in playing on her mobile phone rather than diligently reviewing the footage.

When my mother requested to view the surveillance footage alongside the manager, she was rudely asked to wait outside. This behavior is entirely unacceptable, as my mother simply wanted to ensure the integrity of the investigation and to be a part of the process. Subsequently, the manager informed her that nothing suspicious was found on the cameras, providing no tangible evidence to support this claim.

This incident is not isolated, as my mother has experienced theft of items from her shopping bag on a previous occasion, where a packet of AA batteries went missing after payment.

In light of these incidents, we find it imperative to raise a formal complaint against the manager's conduct and the lack of transparency in the investigation process. We kindly request the following:

A thorough and transparent investigation into the recent incident of theft, including a genuine review of the surveillance footage in the presence of my mother.

Assurance that such incidents will be addressed seriously to safeguard the trust and well-being of your customers.

An apology from the store management for the unprofessional conduct displayed by the on-duty manager during the investigation.

Implementation of additional security measures to prevent theft and improve the overall safety of your customers.

We believe in the principles of fairness and accountability and trust that Pick n Pay values the satisfaction and security of its customers. Your prompt attention to this matter is greatly appreciated, and we look forward to a swift and satisfactory resolution.