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1.2 783 Reviews

Pick n Pay Complaints Summary

42 Resolved
736 Unresolved
Our verdict: If considering services from Pick n Pay with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Pick n Pay reviews & complaints 783

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9:14 am EDT
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Pick n Pay fraud on my account!

It is so concerning that there are so many complaints! This is very alarming!
I have had fraud on my account and Pick n Pay has charged me for food that I did not order and food that I did not receive!

I having been speaking to Nomfundo Ngwenya who has not attended to my last email and my request of refunding me money that Pick n Pay has wrongfully taken! I have requested to speak to the manager on numerous occasions, which this has been ignored!

I have not received a response from the above person!

I will never shop again at Pick n Pay and I will be sure to let other people know.
Very sad indeed that we cannot trust a company like Pick n Pay!

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2:41 pm EDT
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Pick n Pay sasko bread

I bought a sasko bread from your store and found a cockroach in it. The cashier who was about to till the bread saw it as well and a manager was informed.
I would like to know what Pick 'n Pay is going to do about the matter. I do not even want to think about the consequences had I not spotted the cockroach.
I want to express my disgust with the whole matter and also with the fact that the staff who dealt with my complaint did not appear apologetic.
Please advise.

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6:49 am EDT

Pick n Pay money transfer and lack of service

My name is thandi nkqayana i was at pick n pay GOLDMAN FLORIDA from 5:20 on the 3rd of october till 7:50pm practically spending my whole evenning there waiting for money receive to be back on line as they were offline they kept trying my code to check if they were online. I dont have an issue with systems offline mu issue is i came back this morning to receive the same money via money tansfer/receive and the cashier's after putting in my code just told me there are insufficient funds. I spoke to the tymedigital ambassador who assisted me by calling her manager to further assist which he has. The call center advised me that they were back online yesterday b4 i left pnp. My complaint is the lack of customer service, lack of care, lack of interest from the goldman florida staff further more the shocking fact tha5 no supervisor nor manager was in sight.. the cashier's are more than happy to say what they cant do without trying to resolve or solve customer problems or even call a supervisor to assit. Had pnp hired cashier's that actually care abouy customer service my issue would've been resolved yesterday already had a cashier actually taken the initiative to realize that the cod3 was blocked and their systems were back online i would've have wasted my whole evenning, airtime and my whole morning this morning trying to sort out my money receive code that they blocked. Who will reimburse my airtime? More importantly MY TIME?

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5:34 am EDT

Pick n Pay rotten chicken

Hi

I was in the new Kwadukuza Mall on Saturday (29/09/18)@ about 15h00. The mall had just open a day ago. I was buying some sausages from the butchery department when one of the staff said me they are going to mark down chicken pieces, fillet, wings. The lady called for the butchery manager who said he will be putting those items in the next five minutes. Five minutes later the started to put the items that was marked 50% off. At that time it look okay so I purchased about 10 trays of different items.
I reached home about 18h30 and my car booth was stinking of rotten meat. I live about 20 km from the mall. I called the customer care no to complain but they transfered to the franchise Pick nPay in uShaka Mall (Stanger). I then got into my car drove back to the mall with the rotten chicken to speak to the store manager about how disappointed I was with my purchase and how the could put rotten chicken on the shelf in a brand new store.The manager said he was aware of the rotten chicken and told them to mark it down.He was very casual about the situation and said he was sorry. I then told the manager and the lady which returned the chicken how dissatified I was and also told them that I will be complaining about this. I also have photos of the rotten item which I intent putting in the media of how dissatified I was about the store selling rotten stuffs on the 2 day of opening.

Regards
Paul
[protected] / [protected]
[protected]@southpoint.co.za

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4:40 am EDT
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Pick n Pay pick n pack departmental stores no 12 airforce road east tambaram phone number 22391702

Bill number 1801B130103742. Came to the store at 3pm in the scorching heat with no AC put on at the store. Upon inquiry the staff at the store give a weird reply that ACs are put on when there are sufficient customers at the store. Extremely unprofessional and not in subah with the company standards I am definitely sure. Please investigate the matter and update corrective measures please.

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8:07 am EDT
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Pick n Pay service from the less than 10 item cashier

Went to pick n pay south gate and the cashier was bundly rude she did not greet me and as soon as I asked to draw money she pulled her face telling me she does not have money I must go to all the tills and check who got money in the tills. It will be nice to take ur cashiers for custtomer care we come the to spend money not to ask for money the list they can do is give us a decent treatment.

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5:39 am EDT
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Pick n Pay price of droewors

I have a problem with the price of droeewors at the Bredasdorp branch. Unfortunately I love the droeewors, that is why I keep going back. The first incident was when the manager told me the droeewors is R189 p/kg, but when I ordered the droeewors the label indicated R225 p/kg. Two weeks after that there was a "special" at R199 and again the label indicated R225 p/kg. . I spoke to the manager about this problem and he told me it is not their fault, it is Head office that is suppose to set the scale to the correct amount, they can't set it on branch level. After a three week period the amount was now standing at R269 p/kg. Again I went to the manager and according to him this Big increase is nothing out of the ordinary, it was only me that was amazed at such a big increase. He confirmed that the price is correct and it is not a scale mistake, but when I went to the butchery desk where the droeewors were already packed in small packages and the price, R225 p/kg. There were more incidents that I'm not even mentioning now.

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12:21 pm EDT

Pick n Pay braai pap

Braai pap brought from Pick n Pay Cosmo mall on 13 August has maggots inside. Complaint to them but didnt receive a satisfactory response. The complaint was sent to head. Office and everytime i follow up im told it has been handed over to head office. This is a health hazard and very compromising as i have a family with kids. I was grossly incovenienced, put at risk and no one seemed to care or acknowledge that.
See picture below

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7:23 am EDT
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Pick n Pay price description

How is it possible for me to pay r11.98 more for a crate of black label 1 liters, than to buy them 12 loose bottles? I visited your pnp liquor store at eesterivier in western cape today to purchase a crate of black label 1 liter beers and was shocked to learn that even with me returning a crate with 12 empties in exchange for a full crate I have to pay r227, 98 were if I had only taken 12 loose bottles it would only cost r216, 00? I am dumb struck as if you take a crate with 12 empties you expect toreceive a crate of 12 full bottles at the price that you would purchase 12 loose ones for that you have brought emties for which is r216-00. Normally buying bulk like for instance a crate is usually less expensive than buying one for one, but at your store it ended up costing r11.98 more. Please can you let me know if I am going brain dead or if I have to go see a professional to check my mental status? I paid r11.98more for a crate of beers with supplying my own crate and emties than a person who walks in with 12 loose empties would pay

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6:46 am EDT
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Pick n Pay service at the deli

I cannot express how appalled I am by the service I received for all the time I have been frequenting your store.in the pass I use to complain directly to the store manager on more than one occasion. To start off.. Your food deli is disgusting, I wish I could take pictures of what you serve lunch time today... Fried eggs that has been there since breakfast. Dried out... It looks nauseating and some were actually turning blue! Who does that... Not to mention that all you serve is chicken! Who are you feeding? The rice is dry and looks dirty... To be honest. Not to mention your service... Really? Are you serving animals? The que is always long... And 98% of the time there is only one tired out lady serving... There is no assistance in your isle... Getting to the counter... One of my items did not have a scanner tag... And the cashier actually looked at me to go change it~! Why can you not measure up to the standards such as pick n pay in willowbridge. I am totally disgusted and this has been going on for years! I work at santam opposite you … all the time my college' s complain of having to go to your store. We would rather walk the extra mile and go to willowbridge. I really hope to be contacted regarding this matter as a valued customer.

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5:57 am EDT
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Pick n Pay cheese

I bought cheese at PnP Lethlabile during the week of 4 - 6 August and it was impossible to eat the cheese or to serve this to customers. It is very low quality cheese, it crumbles when you try to grate or cut the cheese.

I was serving customers with food in the Brits area and need to buy more cheese but it was a disgrace. I still have the cheese in my fridge and would like a refund. Could you please contact me at [protected] - Lynette or A082 372 6590 - Andre.

Looking forward to hear from you the second time!

Regards
Lynette

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3:48 am EDT
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Pick n Pay rotten baby hake

Good day

i went to die meent pick n pay in pretoria cbd this morning at about 09:03 to buy hake and when i got back to the office i found that the hake was not tasting like fresh, baked haked but rooten, than few minutes later i went back to the branch to return the rotten hake, spoke to the manager and as he tasted the hake he then said that its not rottten but it was poured with hot water hence the greyness inside the hake...Now i start to wonder how do they bake or defrost they hakes and it seems that they don't even care because i never got an apology from the manager, the cooking manager as well as the lady who was assisting me with my refund her name on the name badge read kau. I took my refund and left but i was not satisfied with their treatment and how they handled the situation. I believe that when you work with customers and sell food (cooked, boxed, tinned, packed or raw food) you as the consumer must ensure that all food processed or cooked is healthy, not rotten and cooked or defrosted in a proper manner following the hygiene act or processes. I am going to take this matter forward to the relevant people because you are playing with other peoples lives and putting them at risk.

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8:03 am EDT
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Pick n Pay cashiers giving their opinion about what I buy.

This happened to me more than once now. At Pick N Pay Wellington and Pick N Pay Express in Stellenbosch. Cashiers make loud comments on what I buy . They will even go as far as too call another cashier and show them what I buy. If it is unhealthy...they would comment about it. If it is too much ...they would comment aswell. This is really humiliating and unnecessary. They make a scene and make people stare. Customers should be comfortable to buy what they want and in any quantity the want.

Kind regards

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8:01 am EDT
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Pick n Pay selling burgers with meat that is off

This day 21st August 2018, I normally pay my electricity bill at the Pick. N Pay V&A Waterfront Cape Town. Today I decided to buy a beef burger at the normal food stand as it was not the first time. After walking back to my office and looking forward to my lunch break, I was horrifically surprised that the patty was having a funny smell. I first thought it was part of the dressing but after my third bite I realised the beef patty was off and I asked other people to smell it as well and they confirmed that it should not smell like that. It left me sick in my stomach to know that such product would be considered for sale at such a huge chain store.. Totally disappointed and disgusted in the service and product received today. When I took it back to the store, the assistant plainly made me complete a form and gave me a refund without apologising or show any acknowledgement of the situation but rather was involve in a separate conversation with other people.

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7:40 am EDT
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Pick n Pay overcharging of cheese

Hi i was at pnp Rosmead on Saturday 18/08/2018 when i realized at the till that the price advertised was lower than the price at the till.

I brought that to the attention of the supervisor, who informed me that the manager is not available but she would give him my details to call me.

I was not offered a refund at this time.

I was back there on Sunday 19/08/2018, and i asked the supervisor once again for the manager, i was referred to lady in the store who informed me that there is a policy that the client only pays the balance between the two products. She indicated that she would load R100 on my pnp loyalty card by today and that i would get a call.

It is now 14:36, and once again there has been no call, so i have very little to no faith in the pnp customer service policies, its hollow when not acted upon. This is not the first time i have this problem that is why i watch my prices at the till, the staff doesn't know what to do when a client reports this, and in both times i was at the store my problem wasn't remedied.

Are you serious about customer service, or is it only going through the motions.

My number s [protected].

I will wait until tomorrow afternoon the same time to see if i do get any correspondence from pnp.

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Update by Nathan Momsen
Aug 23, 2018 2:48 am EDT

I was overcharged on Saturday 19/08/2018 and i was promised a call the same day which never materialized, then i went there the next day, i was once again promised that they would call me on the Monday, it is Thursday today and still no calls, your email complaints doesn't work, this is my second email on this facility, and 3 on the other complaints email and no one has called me yet.

Are you serious about customer service or is this a joke to you.

My cell number is +[protected]

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8:19 am EDT
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Pick n Pay false advertising

Good day, I was at PNP in Walvis Bay in town. I bought cereal which was advertised for N$ 29.99 for kellogs assorted 350g/500g. however when I got to the till the supervisor, Anne-Belle refused to give it to me for that price. I told her this is false advertising but she ignored me. I would like to know what your steps are regarding this as I am very upset.

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11:45 am EDT
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Pick n Pay undelivered items

I submitted an order for delivery for 3 x 10kg buckets of HTH when it was advertised as being on special at 229.00 and 1 x Douwe Egberts Espresso coffee at 87.90
Order number: [protected]

Neither was delivered. Nobody called to let me know. Nobody called to ask if I would like to order anything else. No contact what-so-ever.

I called customer care, and whilst the lady on the phone was very sweet, she couldn't do anything.

I've had excellent service from other on-line retailers:
Checkers will give you a raincheck for the item at the advertised price for a later date.

Woolworths has a personal shopper call you and suggest alternatives, and/or deliver the out of stock items at a later date with no additional delivery fee.

Dischem has a personal shopper call and ask for a replacement item, even at a higher cost, for no extra charge, and they don't charge a delivery fee over a certain value.

I do most of my shopping online and was encouraged to try Pick n Pay.
Unfortunately, even after a call to your "customer care" line, nothing was done to remedy the poor service from pick n pay.

Both items are stock items and easily obtained from any store in the city. So easy for Pick n Pay to get a great review and a repeat customer, but unfortunately a lost opportunity - and from what I read online, I'm just one of many

If you want to compete in the on-line retail space, then you'd better up your game.

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3:25 am EDT
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Pick n Pay buffalo mozzarella cheese and mascara

Monday 13 August. Pick 'n Pay Benmore Centre.

I bought as range of groceries and when I got home and opened the mozzarella cheese it was rotten, smelt disgusting, was brown and obviously could not be eaten. It was not even passed the best before date which is also concerning.

In addition, I realized (only after throwing away my til slip) that the mascara I had paid for was not put into my shopping bag and I have therefore not only had to go without these items but close to R200 has been robbed of me.

I would like a voucher to replace these items at my next convenience.

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2:25 pm EDT
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Pick n Pay online shopping

On 01/08 my online order was delivered. At time of delivery an entire coolbox was omitted from the order as well as a few other items to an approximate value of R1500. This was marked on the drivers invoice and a next day delivery was promised. On 03/08 I escalated the matter and was promised delivery on 06/08. To date I have still my received delivery or a phone call explaining where my missing items are.

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12:20 pm EDT
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Pick n Pay smart shopper account

I went for shopping today saturday 28th July 2018...with a full trolley at the till after ringing up all the items the cashier tells me that the smart shopper system is offline and I cannot depart with the goods... This was so frustrating and it happen the second time... There must be some sort of manual system that you guys can fall back in... This occuranxe is very frustrating and disappointing my plans are spoilt for the evening as I did not have another method of payment with me and the store was closing... My heart was literally broken so upset I was and embarrassed since I stood in a line waiting to pay for nothing... They just said I must try tomorrow... What if the same thing happens... This is extremely disappointing

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Pick n Pay In-depth Review

Store Layout and Organization: The store layout at Pick n Pay is well-organized and easy to navigate. The aisles are spacious, and the products are neatly displayed, making it convenient to find what you need.

Product Range and Variety: Pick n Pay offers a wide range of products, catering to all your grocery needs. From fresh produce to household essentials, they have a diverse selection that ensures you can find everything on your shopping list.

Pricing and Value for Money: Pick n Pay provides competitive prices and great value for money. They frequently offer promotions and discounts, allowing you to save on your grocery shopping without compromising on quality.

Customer Service and Staff Assistance: The customer service at Pick n Pay is exceptional. The staff is friendly, knowledgeable, and always ready to assist you. They go the extra mile to ensure a pleasant shopping experience.

Online Shopping Experience: Pick n Pay's online shopping platform is user-friendly and convenient. It allows you to browse and purchase products from the comfort of your home. The website is easy to navigate, and the checkout process is seamless.

Delivery and Shipping Options: Pick n Pay offers reliable delivery and shipping options. They ensure that your groceries are delivered on time and in excellent condition. The delivery fees are reasonable, and you can choose a time slot that suits your schedule.

Loyalty Programs and Promotions: Pick n Pay has a loyalty program that rewards customers with points for their purchases. These points can be redeemed for discounts or special offers. They also have regular promotions that provide additional savings.

Quality and Freshness of Products: Pick n Pay maintains high standards when it comes to the quality and freshness of their products. The fresh produce is always in excellent condition, and the packaged goods are well within their expiration dates.

Hygiene and Cleanliness Standards: Pick n Pay prioritizes hygiene and cleanliness. The store is always clean and well-maintained. They have strict protocols in place to ensure the safety and well-being of their customers.

Return and Refund Policy: Pick n Pay has a fair and hassle-free return and refund policy. If you are not satisfied with a product, they will gladly exchange it or provide a refund. Their customer service team is efficient in handling such requests.

Accessibility and Convenience: Pick n Pay is easily accessible, with numerous stores located in convenient locations. They have ample parking space and offer extended operating hours, making it convenient for customers to shop at their preferred time.

Community Involvement and Corporate Social Responsibility: Pick n Pay actively participates in community involvement and demonstrates corporate social responsibility. They support various initiatives and charities, making a positive impact on society.

Overall Shopping Experience: Overall, shopping at Pick n Pay is a pleasant experience. The store provides a wide range of products, excellent customer service, and competitive prices. Whether you shop in-store or online, you can expect a convenient and enjoyable shopping experience.

Comparison with Competitors: Compared to its competitors, Pick n Pay stands out for its extensive product range, competitive pricing, and exceptional customer service. They consistently strive to meet and exceed customer expectations.

Recommendations and Conclusion: I highly recommend Pick n Pay for all your grocery shopping needs. With their well-organized store layout, diverse product range, competitive prices, and excellent customer service, they offer a top-notch shopping experience. Whether you prefer to shop in-store or online, Pick n Pay is a reliable and convenient choice.

How to file a complaint about Pick n Pay?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Pick n Pay. Make it specific and clear, such as "Overcharged for Groceries at Pick n Pay [Location]" or "Expired Products Sold at Pick n Pay [Location]".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as customer service, product quality, pricing discrepancies, or any other specific issues. Mention the date and location of the incident, and describe the problem you faced. If you had any transactions, include relevant information such as receipts, product names, and prices. Clearly explain the nature of the issue, the steps you took to resolve it, including any communication with Pick n Pay representatives, and the company's response or lack thereof. Detail how this issue has personally affected you, whether it was a waste of time, financial loss, or any other impact.

5. Attaching supporting documents: Attach any relevant supporting documents such as receipts, photos, emails, or other correspondence. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Pick n Pay, whether it's a refund, an exchange, or any other form of rectification.

7. Review before submission: Before submitting your complaint, review it thoroughly to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or even from Pick n Pay representatives addressing your concerns.

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