Urgent Complaint – Undercooked Roasted Chicken and Poor Customer Service

Dear Pick n Pay Management,

I am writing to express my deep dissatisfaction with the service I received at your store today.

At approximately 12:15 PM, I purchased a whole roasted chicken from your store. Upon returning to my office and opening the packaging, I discovered that the chicken was half-cooked — it still had visible ice and blood, indicating it had not been properly roasted. This is not only unacceptable but also poses a serious health risk.

I immediately contacted your store at 13:38 and spoke to Mr. George Zwane, who identified himself as the training manager. I explained the issue and suggested a reasonable solution: for the store to collect the undercooked chicken and replace it with a properly cooked one. George informed me that the store had no transport available. I then suggested arranging an Uber at the store's cost, which George said he would discuss with the manager and get back to me.

Unfortunately, I received no further communication. I waited over an hour with no response and made a follow-up call, which went unanswered.

This lack of urgency and accountability is incredibly disappointing. Five people — myself and my team — were left without lunch due to your store’s negligence and failure to resolve the issue in a timely manner.

I expect a formal apology and an appropriate resolution, including a full refund and a replacement meal. I also urge you to investigate this matter further to ensure food safety and staff responsiveness are taken seriously.

Regards Thando Sifolo