Dineo T

Poor Customer Service at Protea Glen

I am writing to formally express my frustration with the service I received at your Protea Glen branch when I visited to purchase Easter eggs for my team at work. I clearly stated to the cashier(Thandeka Mfusi) that I needed the items at the Smart Shopper price, but she rang them up at the normal price. When the first number I provided was invalid, she asked me to register my Smart Shopper again. While I was still busy with the WhatsApp number, she called in the next customer without excusing me. Only after I was done did she take me to her colleague’s till, where I was left waiting as he continued assisting his own customers. Eventually, a manager (Makhosazana) came to assist, but even then another manager (Bongane) had to be called to authorize the transaction. When I expressed my frustrations, the cashier (Thandeka Mfusi) was asked to apologize. However, instead of showing genuine remorse, she laughed while I explained how her actions made me feel. What should have been a quick five-minute transaction turned into over 30 minutes, causing me to miss my aerobics class and disrupting my schedule entirely. This experience was particularly disappointing because my team and I have been contributing towards the purchase of these Easter eggs since February. I was excited to collect the first two boxes, but now I am hesitant to return for the remaining 15 boxes due to the poor service I received. I believe Pick n Pay should find a way to show gratitude to loyal customers and ensure that staff treat them with respect and attentiveness. I hope you will take this matter seriously and address the behavior I encountered. I look forward to your response and to seeing improvements in customer service at your branch.