Pick n Pay
reviews and complaints

I am truly disgusted by the service I have received, I placed my order pass 8 thursday evening and on the app the expected delivery time was 21:30-22:00.

I then went back in to see how far my order was and the expected time was 09:00 - 10:30. Of which I then contacted my manager to set an expectation that I will be late.

Not to long there after I got two notifications to say that the driver is on his way and order delivered, by this time I was so stressed and tried to call the call center of which I got to a voicemail advising of the office hours, needless to say I hardly slept as I was trying to figure out what had happened to my order.

On the 3rd of Decemceber I initiated my first call at 09:00 am of which I spoke to Nosi who advised she will try and get in contact with the store to find out what happened, as the system shows delivered. I then kept checking the app of which I saw no movement and continue to call, Twice I called through and advisors would answer the call but no response. By this time I was livid as I needed to get to work, Eventually I got through to bridget and my airtime was nearly depleted, I asked her to call me back however she failed to do so. This has been after 8 attempts to get through. I then attempted to call again of which I then spoke to a Nosi again and I said I spoke to her the morning but she denied it and said there were two Nosi's and this was at 10:41. We continued to speak for 19mins of which she advised they had received an email from the store at 08:00 the morning of the 2nd to say that the order is still there. She then said she would have to send it to back office for them to allocate a driver. By this time I was fuming as I had to be at work. I then waited for the app to update and by 12:00 still nothing at 12:19 I then called and spoke to Ethan who says he also lives in kewtown and was very apologetic and advised he would put through a redelivery and speak to his manager to authorize.

I asked him to set the reorder for 17:00 as my daughter would be home, as I needed to get to work as I already have half a day unpaid. I then decided to uber to work of which it cost me R180 by ths time I had wasted over R100 on airtime of which I have my proof of all this.

At 16:00 I went into the app of which I still saw no movement and called the call centre again at 16:18 and not sure what the guys name is I spoke to but he was not very helpfull. I then asked him to please inform me of all the notes on my account and he said there was nothing, so you could imagine I was fuming. I then decided to call the rondebosch store where the order was and spoke to phumeza of which she was very helpfull. and ask her Manager to send an email for my goods to be delivered. Not to long there after I went into the app and saw that my order was being processed.

I have lost so much financially due to the incomptence of your staff and feel it's only fair that I be compensated. As I lost out half a day's money at work, I had to pay R180 to get to work when on average I pay R27 daily, I also had to buy over R150 in airtime as the calls are not a free line.

Please advise how you are going to compensate me for all of the above, or let me know if I should refer this matter to the consumer ombudsman for goods and services.

Kind Regards

Dezlynne Elias

I am at my wits end. I have contacted pick n pay online numerous times over R200 in airtime and no resolve has been met. I purchased 3 items online home shopping 6th November. I received and was billed for 1 item on the 11th November. However when I approached cspitec to release the balance as items were out of stock they gave me a printout of my statement which shows the money was NOT reserved it was paid to pick n pay online Kenilworth on the 7th November. The deduction is on my statement. Nobody is willing to accept the money was in fact paid over and pick n pay home online is sitting with my money. I have even tried to call the head office directly requesting for a manager to call me. I am still waiting. It is now 6th December 2022. The invoiced amount was R248.97 however the amount paid to pick n pay online Kenilworth was R240.97. Plus the R49.99 for the item received on the 11th November. I infact paid twice for the whisky glasses and have no change.

Order Number:

# [protected]

I placed an order online on 27 December 2022, to date no delivery no communication

I have called the customer care number numerous times, emailed multiple times, used the whatsapp number all to no avail. I keep getting we are experiencing high call volumes your query will be attended to.

I have replied on emails received and get the same response.

When placing the order it said delivery within 2-5 working days we now on work day 8 with zero response.

Worst online service I have ever received.

Useless service. Having an issue using my account on their online shopping website and as many times as myself and RCS confirm that the issue is not an account problem but a problem on the pnp online shopping website which is not synching the more they keep repeating... please contact RCS. And every time I reply I just get another ticket number instead of it being captured in the original ticket so it seems that this is always a new issue when it is actually something that has been happening for more than a month now.

The staff hired at customer service are clearly incompetent and cannot read or look at pictures, yes... even pictures have been sent. All they can do is reuse the same generic message over and over.

Latest ticket number is [protected] that was received responding to request number 564333.

Good day

I went to PNP Margate to get the boneless garmon that was said to be on special and I noticed that I paid full price when I enquires from the teller she gave me attitude telling me that the gammon is R89. 99 per/kg. My question was why was the gammon that was above a kg placed in the shelf that had the R89. 99 price, gammon that cost more because that is a misrepresentation of what the store is selling. You cannot put a price on the shelf that is not what it actually cost and you get to the till and get surprised as to why you are paying the full price, it feels like theft to me cause you are telling what is on the shelf is on sale but I end up paying original price. I tried explaining this to the teller who gave me attitude and told me that she will not bother explaining cause I won't understand her anyway. Please refrain from putting prices on things that are not on sale it's not right. I cannot get to a shell that a sale price and get to the till and pay the full price it's very wrong... Put sale prices on things that are on sale.

I am absolutely disgusted by Pick and Pay's online shopping service. AGAIN! I have had several instances where my full order has not been delivered and I have NEVER been reimbursed. We have tried to go through the customer service line countless times - they assure us that our issue will be resolved and then we never hear from them again. I have an outstanding complaint from 3 weeks ago where R320 worth of goods was not delivered. Today, however, they failed to deliver R1,300 worth of goods - all of which have been paid for in full. The driver says there's nothing he can do. The driver's manager says there's nothing he can do. The customer service people say they can't help us because they can't reach Woodmead pick and pay and when we try to call Woodmead hyper the phone goes unanswered. This is blatent theft and dishonestly and the fact that NO ONE has bothered to come back to us despite the complaints and issues logged with the contact centre is absolutely disgusting. I will NEVER shop with pick and pay EVER again. They are shameless thieves and I strongly advise the public to do the same.

I placed an order on Friday, 26/11/2022 for delivery 29/11/2022.

1st issue: They promised Black Friday deals online and then suddenly deals are not available when the order is due for delivery. Why make items available online if not available. It is not my fault that they can only deliver days later and they should've communicated that items are not available online. I would've gone to a store to purchase items

2nd issue: Received email that delivery is on it's way but nobody delivered anything. No communication.

3rd issue: I have tried continuously to contact customer care to confirm delivery. Emails, voice messages, calling and i have several references. PnP just isn't bothered to answer calls, return calls, reply to emails and deal with the issues. I requested customer care option at one stage, the lady responded that it an online query and she can't help. If I want help I must contact online (option 1 not 3) and that was it.

Good day, On 30.11.2022 I bought Fam-Tastic Mains (choose 2 Mains with 1 x Side) for R175, but got charged the full price on these 3 items. I am not sure if I accidently picked the incorrect items, but I picked 2 x quiches and 1 x salad. All three these items had the Fam-Tastic stickers on so in my mind I was picking the correct items to be eligible for the promotion price.

chayton Nathaniel
Attachments11:51 (1 hour ago)
to jackerman, markbishop, dengelbrecht
Good day Mr Ackerman
I am extremely unhappy with the service I have received from your online shopping platform. I ordered my shopping on the 25/11/2022 from Greenstone Pick n Pay.
I requested it be delivered between 11am – 1pm on 26/11/2022. I gave instructions for the driver to phone me when he was at the gate. I received no phone call.
At 1pm I phoned Greenstone Pick n Pay more than 10 times.
The first excuse was that the driver was attacked by a dog and he dropped his phone and could not call me, then the next excuse was that the driver was calling me at my gate and I never came out. I said impossible, because I was waiting outside the whole time.
They said he was on the way, the driver only arrived here at 2-45pm. The driver then told me “sorry I was at the wrong address twice”, he went to 136 Johannesburg road, on the invoice it says 136 Lyndhurst road.
This is totally unacceptable.
 
I then checked my order and realized that 2 x chicken packs were not in the order, even though it had been invoiced. I then phoned Pick n Pay Greenstone again and they said they could only deliver on Monday now.
I then checked my payment that had come off my account, and you took more than R70 extra from my account. My invoice is not the same as what you took off my account.
On the Sunday Pick n Pay reimbursed for the extra money.
I spoke to Pick n Pay on MOnday, they said they were delivering, no chicken came.
I spoke to them yesterday, they said they are having problems with their chicken supplier. They would call me back, Nothing has happened.
This is the first time I have ordered online, and I have had the worst service possible, I really am disgusted with this shocking service.

Hi

I cancelled my order 5398118 this morning to find that the goods I ordered yesterday made its way to my delivery address.

I am so annoyed as the agent Shamla assured me that the order has been cancelled. refer service request [protected]

I have since sent the driver back with the order, I WANT MY MONEY BACK.

I have never in my life experienced such incompetence.

When will my money be refunded?

Worst app ever

I placed an order this morning at 11h40. The app said delivery would be at 14h30.

Now without warning it changed to tomorrow at 08h15.

This is probably the most inconsiderate company ever.

If it told me from the get go that they would deliver tomorrow morning I would not have gone through with the order.

Place cancel my order and refund my money.

I will be deleting the app and will never recommend it to anyone again.

Pathetic

I placed an order on the 25th November 2022 and my order was never delivered same day. I called around 11am on the 26 November 2022 to inform them of this and I was told it will be escalated. Around 4pm my order was still not delivered. By the way this is happening the second time around. I'm so disappointed in ASAP service and I will never again use it...

PnP ASAP has got to be one of the worst online shopping platforms. The quality of products available are questionable as I have been sent expired and damaged food products on more than one occasion and the delivery times are never adhered to.

Their customer service department is a shambles as they don't ever apologise for their pathetic service and are quick to pass a refund without a decent explanation let alone apology.

Pick n Pay quite obviously prides itself on pathetic service as they dont seem to be phased in the least about their disastrous ratings.

Good Morning.

I went to Pick n Pay Hypermarket Boksburg to buy a Blue Mountain Gazebo for R999 was R1699.

Prices on the advertising papers says 25 to 27 nov 2022.

When I asked for the stock the response was never received any stock.

I was furious immediately because it is advertised on paper.

So it is false advertising if the store never received any stock.

I went to Game to buy a gazebo for R1299.

Not a happy customer at all period.

Regards

I placed an order with PnP ASAP last Sunday, November 20. The goods were not delivered on Sunday, and instead arrived mid-morning on Monday. The goods had been bagged on Sunday and then left overnight. None of the perishables had been refrigerated overnight. The milk bottles were blown up, the fish was warm and crumbling, lettuce was wilted, etc. I emailed PnP - no response days later. I also called them on Monday and they were quick to send someone round to collect the perished goods. And after that I heard nothing. When I called today, I was told R300 would be refunded. They have no record of the returned food, which their own driver collected from me. I returned about R600 (ex VAT) of goods. I've spent about R100 on phone calls to them. The call centre people sound helpful, but still nothing has been done.

I ordered groceries for my elderly brother from Pick n Pay on 6/10/22. The order was supposed to be delivered on 7/10/22 (ORDER NO: [protected]). The order never arrived and my brother who suffered a stroke is mainly housebound. I enquired as to what happened to this order as it still wasn't delivered days later. Since then I have been passed from one person to another and to date nothing has been done to sort this out. Some time after R180.38 was deposited into Credit Card Account as a refund?.

I enquireas to why only R180.38 was refunded out of a R1,378.06... still no response or action taken to address this.

I asked for the balance of R1,197.70 to be credited to my credit card account and have only just received some vague reply that it was for foods that were substituted.. they still ignored the fact that the order was not delivered. This has caused us a great deal of distress as we live in the UK and Pick n Pay was the one way of getting food to my brother who is an incapacitated pensioner. To date I am still being passed from one customer services person to the other. I have spent a small fortune on trying to speak to someone at Customer Services... endless recorded messages only for the call to fail after a long wait.

I have been ordering food for my brother from Pick n Pay for some time now and prior to this failed delivery (previously the food was delivered).

I am shocked at this appalling Customer Service from Pick n Pay where they seem to use delay tactics to wear you down so you give up.

Absolutely shocking (NON) Customer Care and dealing with employees who seem to have no idea what Customer Care is all about. Pick n Pay should be ashamed to treat their customers in this way, especially when the food purchased is vital for the person waiting for it to be delivered. It is unprofessional... does not inspire confidence and deeply disappointing, not to mention the stress it is causing while it remains in limbo.

I am still waiting for this matter to be resolved and it is now the 23/11/22.

Dissatisfied Customer

Good day 

I am a very unsatisfied customer and it pains me because I have been with pick n pay for many years 

There was a promotion running between 18 and 20 November 2022, I Placed an order,  for PnP 200ml juice (6 packs), PnP Feta cheese & liqui fruit 1lt juice, with order number ‪[protected]‬, and the store still had stock at the time, and opted to collect in store (PnP hyper lifestyle mall) 

On the pick up date I get to the and I am told that the store they tell me that they're out of stock and they will refund, I inturn say to the sales person (Bongani) I am willing to wait until they have stock because  I feel that as soon as  they realized they didn't have stock they could've at least let me as the customer know they don't have stock and I would make alternative means to get what I needed to get, I don't understand how a person can wait for about 3 days and only to be told when they get to the store and (after taking time from work and used my own petrol) for me to come back with nothing to show for it, and the sales guy has the nerve to even aske why I didn't choose the delivery option like other customers, those other customers don't pay for me, they chose the option that works for them and what worked for me is collecting from the store and the sales guys can't tell me that, I walked out of PnP without my order and no reasonable solution as to how I'm gonna get my order, I offered to wait until the have stock and they weren't having it, I would like to place a formal complaint on my part, I don't want a refund, I could get none of the PnP band supplies, only the liqui fruit, and I must still wait for the refund to be processed which will take Lord knows how long, so I must make peace with the fact that I don't have what I bought and no money still, I want what I ordered and I believe online orders were created with the thought of convince on the customer part and to make shopping with you as easy as possible, and that is not what I experienced in this case and other retailers would have resolved the issue to the customer's satisfaction, yet I have been ignored by the customer care, I have sent emails, direct messages and even called the contact Centre and after holding for a consultant for 24 minutes she tells me there is nothing they can help me with, I would like to be helped with a way forward in this regard. I do not understand why I was not offered a raincheck like checkers would've done, now I'm sitting with no product and I must still wait 7 days for my refund, which is ridiculous really and makes PnP online shopping unbearable.

Thank you

On 18-11-2022 i placed an online grocery order [protected]. I forgot to add an additional item and amended the order under no. [protected]. I realized on same morning that both orders when through when I identified a double deduction from bank. I immediately cancelled it which the pnp system allowed. To my surprise, both orders were delivered. I immediately returned order [protected] via pnp delivery and was advised my refund will be issued the next day. Since nothing happened I contacted the pnp complaint centre under reference [protected] and was contacted by an Pnp employee an hour later that my refund will reflect within an hour on 19-11-2022.

Today,its 22-11-2022, with no sign of a refund , nor a credit note which they promised me they will issue against my order. I also received another email advising me that my refund will take up to 10 days, HOW PATHETIC WHEN THIS WAS DUPLICATION WAS NO FAULT OF MINE! PNP IM EXTREMELY DISAPPOINTED IN YOUR SERVICE!

Good day,

I need urgent assistance as your incompetent ASAP call centre staff is useless.

I just received my order and the milkshake is open which has messed the whole packet. I called the call centre and I've being transfered from agent to agent who keeps loading my profile and yet nothing is being done. I have wasted 40mins of my contract minutes who the hell is going to pay for that!

The service from your staff is pathetic!