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[Resolved] Pick 'n Pay / lack of interest in customer concerns

5 United States Review updated:

I have complained on numerous occasions to the Store Manager, Call centre and even the Regional Manager with regards to the poor standards at the Sable Square store. The store is dirty and the vegetables are generally rotten and should not even be on the shelf. I have been given numerous excuses, from there are no reliable people within the area to clean the store to the fact that this is a franchise store and therefore are last priority when stock is allocated from Head Office.

I find it very hard to believe that Pick n Pay would allow their reputation to be so tainted by a store that quite obviously couldn't care less about the customers. But then again, I have just been given the run around by the people I have contacted.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Pick n Pay Customer Care's Response, Aug 20, 2018

    Good Day All Pick N Pay Customers

    Please kindly send all complaints/ inquiry's directly to Pick n Pay on the below email address for a Pick N Pay consultant to address all concerns.


    We can be contacted during the following office hours.

    Monday-Friday : 08:00 – 19:00
    Saturday : 08:00 – 19:00
    Sunday : 09:00 - 17:00
    Public Holidays : 09:00 - 17:00

    Our Contact number is 0800 11 22 88.

    Kind Regards
    Pick n Pay

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  • Sh
      11th of Feb, 2011

    Why do you keep going back if you have complained numberous times?

    +1 Votes
  • Ze
      28th of Sep, 2013

    To whom it may concern

    I'm a pick n pay customer and ever since I can remember, I have never been treated this badly by a store manager when I'm a paying customer.

    It was on a Saturday afternoon 28 September 2013, around 16:03. I arrived at the store (kempton square) and there was a door lady and I asked her if I could quickly walk in the store and pay my DSTV account. She told me that she can ask one of her colleagues to do it for me. At this moment, I was excited because of her unselfish treatment, as I know the staff is tired and they want to depart.
    I quickly took out a piece of paper and wrote down "H Mokoto, (my customer number) and R289". I gave it to her and I also gave her R400.

    She gave it to her colleague (Nomvula Mpendukani) who clearly read my the note and entered my DSTV customer number in the system. She then saw the money and paid all of it, disregarding the R289 I had written on the piece of paper.

    The door lady then hands me the slip and tells me that all the R400 was paid into the multichoice account. I was confused because I had written the amount to be paid on the piece of paper.
    I then requested to see the store manager because I wanted my change back, or the transaction to be reversed.
    The manager, whose name is Een Learned, was very rude to say the least. He told me that I should come back on Monday because the store is now closed. He didn't even call the cashier to ask her what had happened and try to resolve the issue, instead he chose to brush me off like it was all my fault.
    I don't understand how he's a manager when he can't even try to resolve customer issues.
    This caused me grief because I can't be arguing with a store manager over his cashier's mistakes.

    This is not even about the money because if he had explained to me that his staff is probably fatigued and called her over to come and explain herself, I would be ok with the situation because I'm human too, and I understand that people make mistakes.

    For this bad situation, I would like to receive a letter of apology from Een Learned, the pick n pay store manager at Kempton Square.

    An aggrieved customer

    0 Votes
  • Ri
      21st of Sep, 2010

    I went shopping on Sunday at Pick n Pay Hypermarket Princess Crossing and after paying for my purchases asked the teller if I could draw money, she duly said yes and attempted to assist me. Again I am sad to say that PnP has taken my money and not returned it, this is the second occurance albeit they advertise that this option is available.

    Now apart from the incompetent supervisors available at the store I am currently short an amount of cash which I would like returned to me, seeing as though it does belong to me. I was asked thrice to enter my card detials on the machines and was told each time the transactions were cancelled, according to my statement two of the transactions went through (on different machines) and both amounts were deducted from my account.

    I await a response from Michael Olivier from PnP as apparently he represents the office of the CEO, the last time I spoke to him it did not go well as he made me feel as though it was my fault and was very blatent in admitting it in his mail response to me. Thankfully I sorted the last incident out myself with the store in question.

    0 Votes
  • Qu
      22nd of Jan, 2015

    We were just treated like absolute crap at linkhills pick and pay. Wanting to pay for one sachet of milk we were told in a very abrasive manner no. But as we joined the line the african lady calls african guys out the que to come and pay. Now what does one make of that. Is my money cos im qhite not as good? So tired of this honestly. I for one will never ever shop with pick and pay again... Id rather buy from the local spaza shop.

    0 Votes
  • Li
      24th of Sep, 2010
    Pick 'n Pay - Pick 'n Pay's label said the weight was 750g and the manufacturers label stated 600g
    Pick 'n Pay
    United States

    I was in the Hyper at Ottery last week. There was an announcement over the public address which said that prawns were going cheap. They were ringing bells etc. I had already been at the fish counter and wanted some fresh fish, yet the counter hands just stood looking at me. I was the only person there, so I thought, just move on, they are not interested. When I heard the announcement, I went back and took 4 packets. When I wanted to cook these I noted that a sticker was placed on the top of the manufacturers label. Pick 'n Pay's label said the weight was 750g and the manufacturers label stated 600g?? I await an explanation!

    0 Votes
  • Do
      12th of Oct, 2010
    Pick 'n Pay - Deteriorated to disgusting stage
    Pick 'n Pay
    United States

    I am a regular shopping at this store - until now! I have complained a number of times about the quality & appearance of their meat (especially beef) & have gone back days later, and the quality issue hasn't been addressed! It's such a shame, as it's a convenient store, but if they are unable to up their standards, then I will continue to shop for meat at Karaglen SuperSpar (who have recently won the Cleaver award for outstanding hygiene & quality).

    I would understand (to an extent) if I hadn't complained to Management at the Pick 'n Pay store, but I have, numerous times & it seems that quality of meat isn't their priority - so, you are no longer MY PRIORITY.

    0 Votes
  • Er
      14th of Sep, 2010
    Pick 'n Pay - I will never shop at Pick n Pay again, that's a promise I intend to keep
    Pick 'n Pay
    United States

    I reside in Durban and was traveling to Empageni for the day. I was extremely hungry and decided to go to Pick n Pay in Empageni to get something to eat. Firstly the staff member took approximately 10 minutes to assist me, she did not have a name badge so i don't know her name. I requested from her veg pasta for R20.00. She went looking for a container and could not find one, she then proceeded to go and get a container with all the fine salts and sauce in them. I was observing what she was doing and she did not notice me, she then removed all the salts and sauce from the container and proceeded to go to the veg pasta. I asked her if she did not have any other container and she replied that they were out of stock. The container had hair in them and lots of dust, I WAS SHOCKED AND DISGUSTED. I told her the container was filthy and she replied that there nothing she can do. I will never shop at Pick n Pay again, that's a promise I intend to keep.

    0 Votes
  • Sp
      27th of Sep, 2010
    Pick 'n Pay - I have not seen such shocking poor service in a long time
    Pick 'n Pay
    United States

    In an effort to get all the products at once when I do online shopping through Pick 'n Pay's site I spent around two hours requesting certain products to be loaded. A day later I received merely three e-mails from Keegan that the items were loaded. When I went on the site a month later to finalize my list some of the products were still not loaded. I contacted them asking why this was the case. The excuses were feeble and ranged from that certain stores only kept certain stock and I had to contact them to stock it. Keegan is plainly rude not even checking what he loaded is the correct items and taking absolutely no initiative to solve any problems. Glade air freshener - clean linen is still not loaded and I truly do not understand how a store that is suppose to stock nearly every item (seeing that it is a Hyper and an online shop provider) still does not have it loaded.

    I have not seen such shocking poor service in a long time. Seeing that Pick 'n Pay offer nothing more than Checkers it is maybe time to move.

    0 Votes
  • Du
      30th of Sep, 2010
    Pick 'n Pay - Stay far away from them
    Pick 'n Pay
    United States

    Why do we have to pay for fresh food you presumed is cooked today and yet it must have been cooked yesterday. I went to pick and pay steeldale as I have always found them to be the best out of the pick and pay's in the South for cooked chicken, I bought 3 chicken they are so dry you cannot consume them they even have a floury taste its so over cooked its shocking to think you have to pay for something that is that bad wake up Pick'n'Pay I bought them as it pays me to buy cooked chicken it saves on the electricity bill and I also had people for lunch and a meeting.

    I am so angry as this is not a situation you want to get into when you have people.

    0 Votes

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