Unsatisfactory service from pick and pay

To whom it may concern

Good day

I'm sending you this email with great disappointment from the service I received from the store PNP canal walk.Firstly me and my wife does our shopping every month at pnp canal walk.On the 25 September 2018 me and my wife along with my 4 year old son was doing some shopping at pnp. We walked through every isle like we always do every month.we then realized we still need to get to the butcher for some meat.we then went to the till to go and pay for the groceries.we were then help by the cashier BABAZILE whom was very helpful ,After paying for the groceries of over R2600, My wife and i along with my son walked towards the exit .After leaving the exit the buzzer went off,we then pushed both trolleys back into the store to see why the buzzer went off.about 4 seconds later a security approached us we told him the buzzer went off but we don't know why.He then checked the trolley pushed the one through and the buzzer went off again.My wife then picked up the bubble machine which we purchased moved it past the buzzer and no result she then looked in the trolley and saw the two chocolates ,she picked up the chocolates moved it past the buzzer and the buzzer went off.I then moved the trolley through and no sound on the buzzer,That's wen we all knew it was the chocolates causing the buzzer to trip. I immediately checked my til slip along with the security and the Two aero chocolate wasn't on the slip.I then told the security " i probably never paid for the chocolate,but its fine " I took out a fifty rand from my wallet gave it to my wife and said go pay for it because it's not on the till slip.The security took the chocolate and said we must wait why i don't know.i said OK i'l wait do what you have to .he then spoke over the two way radio.After wasting ten minutes in front I asked him where is the manager.He rep**** the manager went out of the store. I then rep**** their can't be one manager on duty in such a big store.he then escorted us to the back while other customers stared at me and my family being humiliated.when we came at the back he told us to sit in a room and wait. i then asked to speak to a manager. another staff member called a manager if i can recall by the name bronwon or brandon. I had to explain the situation to him he said OK i'm coming now.Me and my family waited about five minutes in the room. I asked the security what is going on we are not ********* its all just a misunderstanding.Will I now buy almost R3000 worth of groceries and ***** two chocolates to the value of not even R20.I then insisted to leave the room so that i can know why me and my family is being kept in a room. My 4 year old son was so traumatized the security didn't want us to leave.after a few minutes he allowed me to leave,I went to the office insisting to speak to a manager .A lady manager then came ( didn't get her name ) However i had to explain to her the whole situation all over again.She then said she will be with me now she will find out what is going on. My wife and son has been in the room for about half and hour if not more.I waited and Waited running out of patients.I then went back to the office Raising my voice abit Not being rude but in a polite manner.Asking the staff member to please get be a manager after a guy entered.He ask how may he assist i then asked are you the manager he rep**** yes.If i can recall his name was TREVOR the store manager..I then had to explain to him the situation all over again for the third time. I gave him my till Slip he saw all the groceries paid for.the store manager at least treated us like customers. However by the time I've spoken to the store manager I've ran out of patients reason being my 4 year old son and my wife is being kept in a room confused..I then insisted on a full refund and Told the store manager i will never shop at Pick and pay ever again because i was never ever humiliated like this in my life time.The store manager said we could leave .I still insisted on a full refund. He then spoke to my wife and i walked out with my son who was confused .I also told my wife it's fine they taking to long they can keep everything i'm leaving we can go buy else were other groceries.I was so humiliated that i was Willing to walk away from my hard earned money which i worked hard for whole month.I then walked out and my wife along with one of the security's brought out the groceries which i paid for.Never in my life have i been so humiliated and cherry on top my 4 year old son had to go through it with me as well.I am working in retail for over 10 years and never have i treated a customer the way i was treated tonight.

Hope this letter help Pick and pay improve on how to handle situations like this in the future.not everyone is ********* but my days of shopping at pick and pay is over.

Regards Mukhtar Goolam ********** **********

Fuzlin Hendricks ********** **********