Pick n Pay review: Unprofessional cashier experience

I hope this message finds you well. I am writing to share my recent experience at the Princess Crossing PnP store, which has left me quite disappointed and reconsidering my loyalty to your brand.

As a former loyal customer of another food retailer, I recently switched to PnP after receiving exceptional service at the BP/PnP Empire. This positive experience even led me to change my filling station to BP. Generally, I have enjoyed excellent service at the PnP, but an incident today has prompted me to reflect on my decision.

The issue began with a malfunctioning cash register. After completing my payment, the register failed to print the cash slip. Although I informed the cashier that I did not require the slip, I requested my change. She insisted that I had provided the exact amount and did not need any change. I explained that I had given her an amount that required change, but she remained adamant. I then asked her to double-check the transaction.

At this point, she called for a supervisor to assist with printing the slip. The supervisor arrived promptly and handled the situation professionally, printing the slip and leaving. However, the cashier then realised that she had indeed given me an amount that required change but continued to argue that she had already provided it. She suggested we check the security cameras, which was quite embarrassing for me, especially with another customer waiting to be served.

I was taken aback by her behaviour, as it felt humiliating to be treated as if I were attempting to deceive her. I decided to approach the supervisor to explain what had transpired. The supervisor listened attentively and displayed utmost professionalism throughout our conversation. Unfortunately, the cashier interrupted us, aggressively claiming that I refused to take my change. The supervisor calmly reminded her that she was still addressing me.

While the supervisor sincerely apologised for the situation, the cashier handed me my change without any acknowledgment of her behaviour and placed it on the counter when I did not respond. This action was witnessed by several colleagues, who appeared dismayed by her conduct.

I then requested to speak with the floor manager, who also handled the situation professionally. However, the cashier interrupted our discussion again, offering a perfunctory apology, which did not reflect the seriousness of her earlier behaviour.

While the amount of change was minor, my complaint stems from the cashier's disrespectful attitude and the feeling of being treated as a thief over a small transaction.

I have chosen not to disclose the cashier's name in this public forum to protect her identity. However, the supervisor and the manager is aware of my complain. I hope my feedback can contribute to improving the customer experience at PnP.