Pick n Pay

I placed an order on the Pnp Asap App on 8 February 2023. Due to the cost of the items delivered there was a refund due to me of R53.87. I requested that the funds be refunded back into my account.

I completed the form sent to me on 9 February 2023 and received an email notification on the same day that it will take 5 - 10 business days to process.

I followed up again on 22 February 2023 which is taking into account 10 business days. The refund was due to reflect into my account by the end of business on the same day.

I was then advised, via email, that the refund was processed having received no proof of payment confirming this. I was also advised to send a copy of my bank statement confirming that the refund was not reflecting which was done at the beginning of this week.

I called in to follow up this morning and was told I'd be sent the proof of payment only to receive an email from no reply stating that my query has been resolved.

I will only consider this matter resolved once my the refund reflects in my account and find it ridiculous that you adopt these practices resulting in time being wasted to follow up and call to find out what's happening.

Then been told that it was processed, but this clearly isn't the case. I find it shocking that the response I received was that all refunds processed after 5 February 2023, experienced delays due to some or other strike.

It's offensive and I much preferred when an amount used to be reserved on my card and then only debited once the items were picked and delivered thus not resulting in credits available on the Asap app which i am not likely to use again.

I'm totally shocked and disgusted in the way that you treat your customers.

I ordered groceries on the asap app. My Yogurt and formula milk was not delivered. Yogurt was redunded because out of stock but the formula milk not.

I called customer care and queried it. 24 hours later no feedback yet. I had to call again and then waited on the line for 15mins. Just for the agent to tell me its not resolved yet so they will be refunding me on the app.

Which is not done yet. Now i have to DRIVE to go and buy formula out of my pocket again until i receive the money back on the app. I was told it cant be refunded directly to my card and have to do it myself from the app. This is also an inconvenience.

People that use asap don’t have time to drive around and to call customer care twice. We also need the stuff we order ASAP! At the moment im without formula milk.

This is extremely bad service and customer care.

Order no 6464153

Query no [protected] AND [protected]

Underwear, I absolutely love these panties from Pick a Pay, but the stitching needs to change, I had to throw out so many panties because after washing they literally fall apart. Please re think another way regarding the stitching. And my 2nd complain is I think the designers of pick a pay need a reality check regarding the sizes of South African consumers. At every sale there is a million pieces of clothing on sale with sizes small and extra small, this indicates to me that too many small and extra small clothing items are being made, please people 80 % of South African consumers is large, XL and XXL, that is why your small and extra small clothing pieces don't get sold. Please look into this ASAP.

On the 17th February 2023 I went to get few groceries from pnp family store in protea glen mall and a 6 pack double cream yogurts were in my list, by the fridge shelf the yogurts were priced R17. 99 and by the till R25 and I told the cashier they were less than that and she called her supervisor who then went to confirm the R17. 99 price, with her there was a floor manager by the name of Nkhandezeni who was so rude to me in front of other customers saying I bought the wrong product that was not the price for it and started yelling that I like cheap things. I didn't understand this because the price was on the yogurts and not my fault that they didn't remove those prices and place correct once, when I told him I will log in a complaint he laughed and said its a family store, I did complain to the supervisor but they don't give us feedback. I felt insulted and that is the nearest pnp family store I can shop from in my area, its convenient cos I can just walk to the store.

Dear: pick n pay

I would like to lay a complaint for Rachel Malatjie who was ru, unprofessional, disrespectful towards me. Her service was very poor to me and didn't show any regrets about her behavior. The supermarket is local for the township of Kwa Kuqa, so she takes advantage because am from around and other customers just keeps quiet about her behavior and I can't tolerate such behavior please do something about this and set an example about her so that other employees can respect customers as well.

Good day

I bought a couple of Knit Jeggings. It fits very well, but the workmanship on it is surely not up to standard. There are a lot of loose ends even before you washed them it ruffles out and there is some stitching that is loose. It looks like reject products that are being sold at full price. I do not have a lot of time to drive up and down to exchange products, that were quite pricey to start with. At first, I decided not to take them back and return but I have bought 5 of them already and the same problem on all of them. If you could please reply to me on this, it will be appreciated.

Order Number:# [protected]
I did online on PnP home 4 Feb 2023. Confirmation was sent from DPD Laser order received on 8 Feb 2023. Tracked order online 13th Feb 2023 confirmed order out for delivery at 10h47 am. Received message on 14th Feb 2023 order could not be delivered with no reason given. Call center agents phoned me on 14 Feb 2023 order on the way. They are unable to advise why the order could not be delivered on 13 Feb.
Is this the incompetent business you are running with PDP Laser couriers? As a PNP customer, this is the service that we are receiving.

We were at pick n pay lifestyle on the 12th of january 2023. We were so humaliated by the manager, she had no customer service. We got the price on the baby alive doll for my 4yr old bday, but when we got to the till it was not the price on the shelf. I know that when you see the price on the shelf, that is the price you pay. We left there with the manager that treated us like dirt and told us to report her to wherever we want but we are not getting the doll for the price on the shelf.
And I want this to reach headoffice. This is unacceptable for any company.

+-17:40 date 12/02/2023 I was buying something in pick n pay clothers when this sin happened

The cashier who help me it was the name of Wendy when I reached to the till I great her she did not respond back n I ask for hollywood it when she started to shout why you don't great me I said I've already done that but you didn't reply.

So I don't know if it company policy to shout the customers?

Yesterday 2023-02-07 at about 12:30 I went to Midway Crossing Mall, Ntuzuma, KZN in Durban to buy a 2Litre Coke & a packet of Marlboro Cigarettes, I also requested a R1500-00 Cash Back. A teller told me that she does not have enough money on her till. I must try other tills. I politely asked her to ask them on my behalf, and I don’t wanna lie, she did so, but they said I must go to SASSA Line. She even asked another lady who was moving around the tills, I believe she is the supervisor, who responded in Zulu and said “ubhuti uma efuna imali engako akaye kwaSASSA nje” ….. translated as “if the brother wants that kind of money it’s simple, he must join the SASSA Line”.

The SASSA line is always long if it is their pay day, I am always buying at Pick N Pay, not only during my pay day & I always ask for Cashback. I use any till if I need Cashback during the month but yesterday since it was SASSA payday I was told I must join them, which I find it very inconvenient. One the reasons why I prefer Cashback Withdrawal than using ATM’s is the level of fraud around the Midway Crossing Mall ATM’s, which is a known problem in the area & your stuff is aware of it.

Now that I was not assisted, I asked for a manager, she was not very far from the till I was using. Her Name Tag had “Verona”, im not too sure about the spelling, but something like that, it starts with a “V”. I asked for a R1500-00 cashback again, she asked the teller if she has that kind of money, and the teller said no. I raised the point of other tills, I think 6 or 7 tills were operating besides SASSA tills. She responded they also don’t have money, “money is there by SASSA Till, go and join them, your bank does not give us any money to give to their clients, at least the government is giving us money to pay SASSA customers, that’s why there is money at SASSA Till” I believe that statement from her was completely unprofessional. But I chose not to respond based on it, I raised a point that I’ve already que’ed / stood on the line to get a service from this till, which is not long as SASSA’s, so I find it very unfair to me as a customer to stand on another line just to get a cashback. Her response was if you can’t stand on SASSA line you might as well go to ATMs outside & she left.

When she (manager) left, the cashier tried to ask the Liquor Store cashier if he has money, the liquor 15 to 20 meters away, so they could not communicate properly, I went there and asked for her & he also said “I don’t not have money”. Then I came back, there was only one customer at the till after I left, I waited for him to finish, he paid ±R436. I said it’s fine sisi give me whatever you have because I can clearly see that you don’t want to give me money in this supermarket. To my surprise the cashier asked me “you said how much you want” I responded whatever you have, she processed a R1500 cashback (as per attached).

I came to a conclusion that it is the instruction from their management that they must not give us big amounts. Her management didn’t wanna assist me, they’ve never even tried to assist me, they made me feel like I am borrowing this money. As for what the manager said about my bank, I didn’t sign any contract of cashback with the bank & pick n pay, it’s between the store & the bank, as far as my knowledge the limit of cashback withdrawal is not R300 or R500. If you are not happy about cashback at your store please make us aware so that we wont feel like we are bothering you, also communicate with our banks so that they will share that information. The level of training that you give to your stuff is also questionable, I was not at their training but I doubt that’s the way they were taught how they should conduct themselves in front of customers. Considering the time of my visit at PnP Midway Crossing I could not believe that all tills do not have R1500-00.

I bought a TV last year and it's still under guarentee. It became faulty within weeks. I phoned the call centre and they created a service request online on the 25th of Jan '23. They came to collect the TV and then they closed the ticket, with a "Service request has been completed", they didn't contact me to say what is wrong with the TV, will they fix it or refund me. I have phoned them so many times and they keep on saying they will escalate and expidite, but still nothing. We have been without a TV for 2 weeks now. I will never buy anything from PnP online ever again.

I ordered good from pick n pay online - what a pot of [protected]@#$
You should "plak jou gat" and not move belinda the manager - not assisting at all - you can use a cup but you cant use aganets or so called managers - not assisting at all only working from handbook
You work on thier time adn thats it they will take your money and can refund it the same day o no they will only pay you back in 1 to 7 days - but fast to take the amount - better go to a checker online take alot etc as the drivers and deliveries is fast and refunds done in the not even half an hour - that is service

I ordered things from pnp asap 5 days ago I am still sitting with the incorrect delivery, I have phoned customer service a few times with no results just empty promises to sort the issue out, I have emailed 4 times and they just ignore me this is the second time that this has happened now and each time it's a nightmare to get anything sorted out by PNP ASAP, its as if they couldn't care less because they have your money so why should they.

No customer service at all.

I will never again be making use of this app or this business.

Afternoon... I would to Complain about the bad attitude from a cashier in Somerset west, her name is Rossouw D Rossouw. My hubby went to buy the combo (rice, meali meal n oil) for R270and he ask her if the stuff was the correct one n she replied with a big yes while knowing that she was fooling my husband. He believed her and all along she knew that they took wrong objects. Not knw tht due to adding some school stuff the bill total was R630. 94... I would you to deal with such staff because we lost my hard earned money which was meant for my kid school fees all to her selfish reasons now my kid is going to be home until I manage to raise the money again.

Plz sir/madam don't take my issue as issue just put yourself in my shoes, am pleading for justice from a poor woman. You special was going to save me a lot.

Have a blessed day from Sindi

I placed an order on the 27th of January and to my unpleasant surprise I received goods that is expired for weeks and going to expire soon. I was very upset and could believe my eyes as it's a big store, how can they pack expired stock for customers and think nothing about it.

Nevertheless I called the store and asked the question, the supervisor advised they have short shelf life on the products hence why it was packed and I quote the supervisor words"im doing you a favor"
I'm trying to make myself understand how is she or pick n pay doing me a favor by selling me expired food item.
Value and integrity gets questions by the statement the supervisor made. I honestly didn't expect this kind of service.
When I called Mr d customer service for a refund the guy was extremely shocked to hear what the supervisor has told me.
Due to covid and other variants currently is out there we has consumers take the time to double check what going in our body.

Health, safety and acting in good faith clearly doesn't matter to pick n pay hence why the incident took place and the supervisor is saying in many words its okay we can consume the expired items.
If the staff was trained in packing online orders this incident would have never happened.
Online customers are customers who have already paid for their items VS a customer shopping in store.
Online customers is guaranteed customers.
Revenue increased.
Service is unacceptable and unethical.

I would really like something to be done regarding the expired items as well as the supervisor.
If she is doing me a favor my taking my money I can only imagine what else is done to other customers.
Without us as consumers purchasing in store. There will be no need of staff. So everyone should be thankful and grateful for the jobs they have.
Should you need more information or clarification please feel free to contact me on [protected] Mrs T Naidoo
Looking forward to hearing from urll.
Mrs T Naidoo

TO WHOM IT MAY CONCERN

My daughter and I were shopping at your Fourways Crossing clothing store last Sunday and I have some issues that I would like to bring to your attention to:

1. No-one offered to help us! We were trying on clothes and sometimes needed the bigger/smaller size, my daughter had to go and look for it for me, while I waited in the fitting room. Surely that is the shop assistant’s job? They were only interested in how many items we were taking into the fitting room, even though we were both wearing small cellphone-sized handbags/wallets and had no other bags or packets with us!

2. They had packed so much on the rails that when you tried to pull out an item, everything fell off the end of the rail! We spent a huge amount of time picking up and putting back these items!

3. One of your shop assistants continually moaned and grumbled out loud about taking clothes that I had tried on and didn’t fit, to put them back on the shelves/hangers. My daughter ended up doing that job herself, as the assistant stopped and went away!

4. The same shop assistant loudly said that she’s ‘had it with these fitting rooms’!

5. All the shop assistants were continually shouting across the shop to each other!

I’m not sure how much training is given for shop assistants but surely these things are all part of their job that they are being paid to do, (which they are lucky to have) and they should have been more polite and helpful. I mean what else is in their job description. Their job is to ‘assist’ customers and pack and tidy shelves. Am I right?

I don’t believe that this is acceptable behaviour and would like to know if you think it is? My daughter and I will not be going back to that store.

Regards

Colleen Swart

On 24-01-2023 at about 16:00 I was doing a nice shopping at Boulders Pick n Pay. I asked the lady at the butchery to cut my pork into pieces because I wanted it that way. thta was not going to affect the price of the meat. She refused stating that the law doesn't allow them to do that. I then went to call a lady by the name of Berlina who was responsible for the shop. She approached me with anger telling me that I am not special about anything, let me take the meat as it is. I then demanded to see her superior since she was already in a fighting mode instead she called the security guards telling them to escort me out of the shop. Now, as this thing happened, people were watching me being harassed by her and security, treated as a thief.

I would like to engage with the management of the store about this matter. I am a citizen of Midrand for many years and I have never encountered such a thing in that Pick n Pay. Pick n Pay has been my shop, still is and will continue but I am prepared to embark on legal journey for anything that temperes with my dignity and image.

Today is third time the fresh cut mango at pick and pay kathu is brown and rotten in package, the cut pineapple has mold on it, the sweet corn whole mielies has mold on both sides, the packs of roasting vegs is slimy inside the plastic. The packs of small beans are on special, but the expiry date of all of them are covered with the discount sticker... Makes you wonder?
Really disappointed and seems to happen more and more.

Only4 tellers available for 40 customers 14:00 on 5 Jan 2023? Very poor and declining customer service from you guys.In general, all stores I have visited in Jhb and Pta have showed really unfriendly and unhelpful service.
I grew up in a family of 7 and Pick and Pay has been our preferred store to go to for our monthly groceries shopping.
I decided in 2022 to rather shop at Checkers and Spar, much more helpful to customers and friendly. Also enough staff on the floor… always. One has to ask or complain to get assistance in your stores.
My complaint is much bigger than just this one experience.
I feel sorry for investors and management, as this is a general feeling amongst my family and friends. We don’t owe the staff in your stores, anything. Good service should be a given!
Regards

Date 22/12/2022
Time 14h:44
Store pick n pay hyper moffet.
Dear sir/madam

On the date mentioned above I was treat unfairly buy one of your cashiers at liquor store, being rude, and making fun of me, demonstrating and repeating what I asked her before, in a unruly and silly manner. In front of other customers and staff, and I told her that she is making fun of me as a customer, because her colleagues where laughing. And I do not accept what she doing coz she is humillating me, and being rude, talking rude... I told her I will ask her manager if this is how the customers are being treated, beacuse of me asking for what I taught it was a relevant question toward the merchandisers, and her she intervened on that I just sipmly ask her "how does she know what on stock at the back, but shes siting infront, she should let the guy chechk"