Urgent Complaint – Poor Service at Pick n Pay Fourways Mall

I am writing to express my disappointment with the service I received today at your Fourways Mall branch on the 27/02/2025. As a loyal Pick n Pay customer for many years, I was extremely dissatisfied with the lack of assistance and professionalism from one of your cashiers.

When I reached the till, I encountered a staff member named Mpho, who was scanning my items. The conveyor belt was not working, and despite seeing that I had a large number of groceries, she remained seated and merely extended her hand, expecting me to hand her each item instead of assisting by reaching over. When I asked her to get up and help, she refused.

I then requested to speak to the manager, but she ignored my request and then brushed it off, untill i asked again by raising my voice then the manager came. I explained to the manager what happened and she and simply brushed it off with an insincere "sorry." I believe the manager’s name is either Sandy or Sandile, but I'm pretty sure it didn't matter because not was going to be escalated by her because she literally walked away after that.

While I understand that staff may be tired after a long day, customer service should not suffer as a result. It was both frustrating and disappointing to experience this level of service. If the conveyor belt was not working, I would have expected the cashier to make an effort to assist rather than passively wait for items to be handed over.

I would appreciate it if you could address this matter urgently and provide feedback on how this will be resolved. I look forward to your prompt response.