I work in an Investments environment and having noticed that PnP has lost market share to their immediate competitors comes as no big suprise given their appauling customer service..Last week the group ran a promotion on their PnP 6-pack milk which was only applicable at Hyper stores, on Friday I went to Maponya and the shelves were empty and a staff member said they were expecting delivery the next day. On Sunday morning I went back to the same store and the shelves were still empty. Since it was the last day of the promotion, I went to their Customer Service kiosk to request a rain-check, I was attended to by a lady named Kele or Keke who told me that they do not keep rain-checks in their store. She took down my details and said someone would call me when the stock is in store. Three days later, I have not received a call from Maponya PnP. Does that mean that to date their milk shelves are still empty or is it simply PnP's degenerating customer service? The sooner the group realises that consumers talk with their feet, the better because in my talks with peers and colleagues, 90% would rather pay that little bit extra at Woolies than be subjected to PnP horror shopping experience
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