Pick n Pay

I would like to express my deep disappointment at pick n pay. I have a few points of dissatisfaction I want to point out. pick and pay has blocked my store account without prior notice. Prior to this, I was called by a male agent who requested payment and I made the payment. I further went on to call the call centre to verify this a couple days later and was informed that payment did not go through. I went to shop at a store and shopped. Days later I was called by an agent who asked me about payment and stated I paid the above amount and asked him to send me a statement of account and payment due which he did, and as reflected my account was up to date. And only then did I go to shop (well that was the reason for my call at the call centre, which proved fruitless) and next payment due was r142 in july 2020.
 I then went to shop again and my card was now blocked., when I called the call centre I spoke to a yolanda who informed that my card is blocked due to the covid and customers are to pay bills asap!.  the call cut when  I asked to speak to  tm. I called again., I spoke to an amanda. Who then said to me the account is blocked due to the late pymnt on the account, and that customers were informed about the blocked as it was uncertain times etc... I was at the store at that time with my purchases and was not allowed to shop, I asked for a senior, a davido who was a supervisor who also was not helpful, sated that the agent was new and failed to notify me of my block on the account (I dont understand how that is an excuse i  can accept from such a reputable company) as my account is still blocked

PICK n PAY ACCOUNT - MRS IP HOWARD - ID [protected]
CARD NUMBER: [protected]

I have sent this complaint to [protected]@pnp.co.za. Would like to know what the turnaround timeframe is for their response. Their reference of the complaint is 393982.

My name is Alicia Bellairs, daughter of Mrs IP Howard who stays in Port Elizabeth. I am currently living in Cape Town and is the only daughter of the above. My mom is a pensioner and is not in a financial position to pay this account. I am handling her financial affairs and would like to take over this account with immediate effect. My mom at her age has no one to take care of her and I constantly have to stay in contact with her due to her medical condition especially during this difficult time our country is facing.

It is with great disgust that such a large store Pick 'n Pay has no empathy and just deduct the amount owing from a vulnerable pensioner's bank account without her consent during this lockdown period. My mom is almost 80 years old and unfortunately cannot afford to pay this account due to rental and essential commitments.

My mom has no resources to contact nor to email Pick n Pay due to non accessibility and is not by the means to do so. As her daughter I have to assist my mom. She is living alone in a retirement village in Port Elizabeth and it is with great concern to learn that Pick n Pay is not reducing her monthly payments during this lockdown period (COVID-19) our Country is facing.

I request that you please not deduct any amount from her account this month as she does not have the funds to pay. I urge you to please contact me in future w.r.t to this account. Kindly provide me with a breakdown of your statement in order for me to arrange payment on this account.

I am in a vulnerable state and working from home with 2 grandkids does not make life easy which leads to psychological strain on me as a single grand mother in Cape Town being the epicenter. I have tried to call the call centre many occasions and have been cut off. Calling from a cell phone does not make it easier as I do not have a land line from home.

I am grateful for the essential workings during this period and do have empathy for your workers.

My name is Alicia Bellairs and my contact number is [protected].

I await an urgent response to arrange payment on this account.

Regards
Alicia

Second complaint of your food that is rotten and smells off. Once I emailed customer services about the bad fish nd taste from your dehli.. They sent me a email saying I might have missed the response but when I emailed back to say I never had a response from you, you never bothered to respond back.. Now halve of the batch of eggs I bought from you was rotten. I emailed your customer service and got an email back saying I might have missed your response but you never responded to me. I emailed you back to say that you have never responded back but you didn't bother. Are we paying to buy rotten food? Should we be paying to die?... I posted on your fb page but my post got blocked... Disgusting serving... I am shocked that i've supported your device for years... I'm dusgusted, upset and irratated that you would treat me like this.

Placed an order in the 25th March, at an agreed time slot available in their website for the 4th April. It's not the 8th, my order has not arrived and I am not able to reach anyone to confirm if it will arrive, when it will arrive and what exactly will arrive. PNP is not answering their phones or their customer support email addresses. This service is appalling. The world is in crisis but you don't offer services you can't deliver and you don't neglect your customers. I would be sympathetic if someone had made the effort to call and update me but absolute silence is not acceptable, especially since the same service delay apparently does not apply to debiting my account..

I am still awaiting order #0025463395, which was supposed to be delivered on friday, 2 april 2020 (please note I placed this order 7 days ago) after the store manager assured me that my order will be delivered first thing on saturday, 3 april 2020, it is now 11 am and I am still awaiting my order, yet you had no problem deducting the full amount out of my account on wednesday, 1 april 2020, please respond to this email, otherwise you leave me no alternative than to report you to the consumer board. Your staff at hemmingways mall have put the phone down in my ear. Excellent customer service! Well done pick 'n pay!

We have been sending them emails about a non-compliant electrical product which Pick n Pay is selling and they do not reply

I have a voucher from an international manufacturer for replacement of faulty product. At the checkout this voucher caused a problem involving 5 staff members for about 20 min. Eventually one of the supervisors said that this is not a voucher bespite the word being in big bold letters, to be honest the staff were making little to no effort to assist. In frustration I left my entire shop and went to another retailer. PnP spend some time to train your staff.

pick n pay has advertised beck beer for 49.99 and cannot keep to their advertising

I bought heater and was within the warranty i brougth it back 19/06/2019 because it gets warm but doesnt distribute heat, it was taken for repairs since then ive been driving to the store to follow up and get refeered to the manager named Thabo who promised to call me back everytime and never does, its almost a year i took in my heater and still waiting with no update/feedback of whats causing the delay

Over the last year I purchased two lovely dresses from Pick n Pay Clothing in Port Elizabeth. See photo below. They are of a very loose cut, as that is what suits me. I was very pleased with both of them.

The older one, navy, shrank badly in the length at the first cold water hand wash. I bought navy lace to lengthen it, and was satisfied. After the second wash, it shrank even more, and is now so short that I cannot wear it. To say I was disappointed is an understatement. It is made of crushed viscose.

I bought a second patterns dress made of viscose, but not crushed variety. On this one, the tab has a warning that viscose might shrink. I wore it happily and washed it very lightly in cold water, byhand. Well, it shrank so much in width that it is far too tight to wear.

My question, what is a person to do when I buy your dresses? Both items were very loose styles and I took the utmost care of them. I was so happy with them and now they are unwearable. A person cannot buy a larger size because it might shrink, because then I couldn't have worn it so big.

This is not fair to your customers. These are lovely styles that suited me so well, all for great disappointment. Please reply to my complaint.

Poor cashiering service Wednesday 29 January 2020 between 17:00 - 18:00 Till No 11 . The interaction to us the client doesn't exist. Cashiers throughout the store are more interested in communicating in their mother tongue with one another ( cashier to cashier and/or packer ) and ignore us the client completely. This happens every Wednesday afternoon. I would like to suggest management and their trainer/s visit the stores at Willobridge and De Ville Centre to experience proper customer service. I get the idea management at the large corporate stores are scared of the Unions.

Whilst shopping at the supermarket as a result of an unmarked portruding metal object I had a bad fall and was given absolutely no assistance from staff or management none of whom were according to my telephone calls were available although it happened during the presumed busiest time of the year in December.
In the process of contacting the manager and management staff I attach the revelent information and photographs of the result of the accident in relation to the health and safety regulations. I in turn requested payment for the replacement of my glasses which were damaged in the fall and at this time I have received no response from the store manager. I will send copy of emails shortly as system will not download

Few weeks ago I bought the new Pick & Pay brand chicken strips, nuggets and pies. It was absolutely horrible. The pies would not even rise in the oven same with the strips and nuggets. I dont know why it was changed to Pick & Pay brand but it not nice at all especially the pies. I bought six of them in frozen box but had to throw them away. I spend over R200.00 a week on chicken strips, nuggets and pies at Pick & pay for my daughter but will not buy the Pick & Pay brand again. It is a waste of my money and time. I cooked the strips and nuggets for the kids but not even they wanted to eat it which meant I had to get rid of it, money down the drain!I lodged a complaint with the call centre a while ago but the person was of no use and just ignored my complaint!. I think it is highly unprofessional and unsatisfying and I am considering going to Checkers rather than Pick & Pay although I have always bought from Pick & Pay.

Bought trolley b/pack @cost of R499. 00 on the 16 January 2020. On the 20 Jan 2020 I Stop by store customer care desk to log complain as one of the loops /strap teared, was informed that the store can't replace it by Section supervisor. I further requested that they should provide me with the contact details of supplier as thought product item does not warrant amount being not quality product.

They provided me with details as follows by same supervisor on request : [protected] elegant travel.co.za

I believe as consumer we need to treated fairly as in my opinion could themselves track further wit the supplier regarding faulty product.

For your information

Kind regards

Mpelegeng Poonyane
[protected]