upset customer

Good evening,

Below is an email i sent to pick n pay about the bad service i received,

Good day All,

I must say that in all my years as a customer of Pick n Pay as a whole. I have never been this DISGUSTED & disappointed by the total lack of Customer Services offered by the aforementioned branch. It was so bad that I am now FURIOUS & left with a very heavy heart.

Date: Sunday, 23rd September 2018. Venue: Pick n Pay, Pam Golding,Main Road, Kenilworth, Cape Town. Time: Roughly 19:05pm +

The story goes as follows:

Myself & 2 others, visited the respective branch on the abovementioned date.

We then proceeded to the wine section & the alcohol was left unattended. (Open) Unlocked & no signs whatsoever, nor staff.

We took our bottle of wine & headed towards the tills.

There was only 1 cashier on duty & the queue was long behind us. The cashier then advised me that she's not allowed to scan/purchase the wine, due to it being past 6pm already.

I then asked her, why there weren't any signs informing clients that the wine section had been closed? And why was the wine fridge still open?

The cashier then called the till supervisor. And I repeated the same question to her as well.

Her response: " No! We closed. I can't do anything about it "

Then she walked away from me. Since when do you walk away from a customer that has an inquiry??!!!!!!!!!!!!!

Since when??! Is this how you train your staff customer services??! So disgusting & improper!

My African friend even translated the questions to her in her mother tongue. And yet she responded with attitude. What a disgrace!!!!

I even mentioned that I used to work at PnP, so I am quite fami**** with the policies. She responded: " Well, then you should know better! "

The till supervisor (no name tags.. Pictures attached) Then told me: " Please keep your mouth! The manager is coming "

The branch manager came & tried to save the day. I had to ask the till supervisor whether she was going to apologize for walking away from me whilst I was talking. Then only she wanted to be polite & apologized in front of the manager.

Does the manager need to be there all the time to watch you & make sure that you are being polite & responding appropriately??!!

Is it because I am coloured & in a white area? Because, firstly. I always shop there. And I live in the area. Am I not good enough to be shopping there?? Or is my money not good enough?!

Whether you as an employee (front line employee) have racial issues whatsoever.

You do not respond to ANY customer in that manner.

I will NEVER set foot in ANY Pick N Pay ever again!!! For the customer service I experienced at this branch. Has left a distaste in my soul.

We are all equals & human beings. Treat one another proper & with respect!

I trust that you shall find the above in order & await your immediate response

Regards Ashly,