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Pick n Pay
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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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C
1:15 am EST

Pick n Pay deli counter and manager

Good day

I have been buying breakfast from this store for the last 4 months or so and must say that it is very convenient.

I previously complained when Thabiso was the manager and for a while it went better, but now it has gone beyond repair.

When they have toasted sandwiches, the price labels do not indicate what the filling is - this creates a health risk as people with allergies can fall foul of a product.

Today it was worse: there was no sandwiches and the deli staff said that they are trainees and have not been trained so no take-aways are available!?! There were 5 pies in the display oven, but these were old and cold.

Then I called the manager, Maureen and now I understood why the place is dying. She sits in the back office and do not know what is happening in the store. When I asked her about the toasted sandwiches, she told me that I can have the cold sandwiches in the fridge. Now that is service!

I also noticed that a cashier sent another customer back to the deli counter as the cashier does not have the code for the coffee.

In the fridge, you have those wonderful PnP marinated chicken flatties. In this store you can buy ones of which the vacuum seal plastic has blown up like a balloon - but I am sure that Maureen is on top of what is happening.

I am a loyal SmartShopper - but this store needs a serious intervention to bring it to PnP standard.

Please help.

Charl

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J
1:00 pm EST

Pick n Pay bad customer service - online shopping

I did my online shopping on Friday 29.11.2019. It took me 3 hours as I wanted to make sure I got all the items my elderly parents needed for Christmas. When I got to check out my items I found that almost 20 of the items that were initially available and placed in my trolley were suddenly not available. Many of these items were on sale. I raised a complaint online at the same time with Pick n Pay about this issue, only to find today, my delivery day that all my items were cancelled due to the fact that according to them my ''credit card details needed to be updated''. The same credit card I used last month to pay for my online shopping without any issues. The same credit card which is only expiring in 2024 with enough balance to to pay for double the amount that my online shopping order was for.
I still have not received a response to my query on Friday about the items that were not available at checkout time. No apology or explanation only cancellation of a 3 hour online shopping experience.

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L
9:14 am EST

Pick n Pay cell c voucher

I bought a celc sim and I won a shoppingf voucher worth R2500 at PNP Ferndale. decider to use the voucher on the 24th at mall of the south because i was told that i can use the voucher at ANY PNP store, after filling up my trolley was went to the till and the lady did not know anything about the voucher she then went to her manager or supervisor who also did not know anything. was spoken to like a fool who did not understand, i was told that it was a scam, took my phone and called Ferndale and again i was assured that the voucher was valid and can be used any ANY pnp. Tsietsi the store manger came and tried to assist but he also did not know anything abot it and he phned Maponya Malls Oparations Manger who also did not know anything about the voucher. after the bad treatment i was told to go to Ferndale to see if i can be assisted, used my time and petrol drove to ferndale from mall of the south to Ferndale and i was finaly helped by people who knew what they were doing. the issue is that wht do you hire people who cannot deal with people. why do you hire impatient people who belittle customer, i buy my food everymonth at mall of the south but from yesterday i am really unhappy with PNP and your service. i need someone to address this mess, my details are lerato.[protected]@multichoice.co.za

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T
4:26 pm EST

Pick n Pay packer was extremely rude to me

I am absolutely disappointed in the service I received at pick n pay musgrave last Sunday. I had a back ache and used a trolley instead of a basket fir a total of 4 items in the express till and the packet was extremely rude to me although I had explained that I just had four items. After handing us baskets when we were ready to pay she then went on to tell me in her language that I was making a noise when I was explaining to her that it was not needed and yes I do understand that I'm using a trolley but it's only 4 items. The cashier had no problem with what carrier I used to get to the till. Before I left I told her that she was chasing customers away with her approach but she didn't seem to care. What do you say pick n pay when you solo shoppers choose to use a trolley because they are unwell or worse what if I was a person with a disability? Is this the manner in which we should be treated at pick n pay musgrave centre in Durban South Africa?

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B
8:10 am EST
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Pick n Pay customer service

I am so disappointed in the service I received from cashier Mmathapelo who worked at the kiosk at the northridge branch on the 05th of November 2019.I went to her while she was at the kiosk and asked her if I can come pay she didnt answer me then eventually I went to my surprise she didnt even greet me while I was greeting her and I asked her why she didnt greet she just said to me no she's busy fixing her system. I go there every day but with the service I got today I will never set my foot there.

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9:19 am EDT
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Pick n Pay customer service

The customer service is terrible, and it has been so for a long time. There are so many staff members on the floor, not working but chatting in groups. I asked to be helped i just got a stare and asked "what do I want". Not by one of the staff members in the groups but from an employee I basically had to force to acknowledge me.

Also the staff has no product knowledge, I was looking for photo albums he said it was by the toys. I assume it was just said to get rid of me. When I asked another staff member they suggested I go to Checkers. Nice one.

The cashier never greeted and just clicked at me when it was time to pay with my card. The only person who was decent was the till packer, seeing me with a pram she asked if she could get me a trolley. The "supervisors" just stood in front staring at me while I plod along with my bags and a pram hoping for the best.

Again, terrible terrible service. It was such a good store many years ago now I avoid it. So do all my friends and family

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A
2:50 am EDT

Pick n Pay poor quality and presentation from their butchery.

I purchased from their Butchery prepacked Pork leg Chops. These were packed and wrapped and presented on a polystyrene tray.

The presentation of the item was that of a well cut and portioned leg chop.
Upon opening there were 3 leg chops presented. The leg chop on the top of the pack which was the one visible to me was well cut and presented.
The leg chops which were packed underneath the top presentable leg chop, looked like road kill as if they had been hit by a 20ton Truck.

To me they were covering up very poor butchery workings, and should be ashamed trying to hide imperfections underneath items.

These leg chops were so badly presented one could not utilize for any decent presentation.
Whatever one could salvage from these broken bones and shredded flesh was minimal.

I have been in the Catering Business for more than 40 years and know good from unacceptable.

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Update by Accommodation Relief
Oct 30, 2019 2:51 am EDT

Poor Presentation and Quality.

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F
7:56 am EDT
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Pick n Pay bananas

28 Oct 2019 Pick & Pay CampsBay Cape Town
On offer medium size bananas at R 17 per kg
Special offer with 25% discount sticker: small size bananas in a packet for R 16.

This strongly suggests they are offering these cheap small bananas at R 16 per kg less 25% discount.
Not so. After further investigation I was told the 25% discount only applies if I buy 5 packets that have such discount sticker.
What is worse: these packets with small bananas only weigh 600 grams, so that they actually cost R 26, 67 per kg and even with the 25% discount they result in costing R 20 per kg, or R 3 per kg more than the better quality bananas.
This is cheating the consumer.

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R
8:00 am EDT

Pick n Pay promotional disaster

I various occasions i have bought items at various pick n pay, this is in order to get the rugby cards for my son, the unfortunate thing is, every time we get more than one set all the cards are the same.

Does the packaging of these items not get controlled that you alteast get a mixture of these cards.

My son is losing hope of fully collecting all before the promotion end due to your bad packaging skills

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S
7:29 am EDT

Pick n Pay no name frozen wings

Good day Sir/Madam

This is my second complaint. The first complaint I never got any feedback and I still have pictures and the till slip. I always buy pick and pay brands but this days i am getting a low standards. I bought quick frozen wings, the no name brand. I went straigh home and kept them in the freezer, no temperartre abuse. I never even thaw my frozen products and refreeze them becausei know the danger that may arise from the thaw-freeze process. Yesterday i cooked my wings, and as i was eating, there was an off flavor coming off as i was chewing. Not a chicken flavour but an offish flavour. I didnt enjoy my dinner i was so angry that i made a commitment that i will never again buy any pick n pay brands.
I trusted you but you keep disappointing me. What makes me more angry is the fact that you dont respond back to my complaints.

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F
5:43 am EDT

Pick n Pay customer service at your petervale branch

Today at about 11.00 I visited your Petervale Branch to purchase a few items as I do at least 3 times a week. Why considering the absolute rubbish service in general received.
I went into the general retail area and service was good and then I entered the liquor section what a difference. The young lady couldn't even bring herself to talk to customers "NOT EVEN A GRUNT". No please no thank you and when I pointed this out - nothing. I then asked to speak to the manager. Response was if you want to speak to him go into the retail area. Is that any response?
Went into the retail area and after demanding to speak to the manager (yes demanding because I was ignored by staff for 5 minutes) I eventually spoke to Thabo. He said he was the manager.
Hopefully he will sort it but based on the general service levels experienced at this branch since it opened I doubt it.
Really this branch, with the exception of some very good staff is a disgrace.

Jim Kelly

PS In the liquor store a fridge door is propped closed by a wine box since you opened. A sign of poor management and maintenance.

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1:08 pm EDT
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Pick n Pay first choice full cream milk

Took the milk from the shelf where the price was R74.99 got to the till it was R84. 99 when I said I saw it for an amount R74.99 We were told that the codes where not the same.My husband and I said how were we supposed to know about the codes as we don't work for Pick n Pay.The manager did not even give us attention just told as it is and ignored u

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8:48 am EDT
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Pick n Pay online shopping - refusal of partial delivery, no refund within 16 days

After I was very impressed with my first online shopping at PicknPay I did it again. What a disaster!
I ordered 10 pieces Clover Springbok unsalted Butter and had to pay R40.00 for delivery. When the driver arrived we were both quite astonished to see only 1 piece of butter in the container. The price for the one piece was R69.99 - plus R40.00 for delivery. I refused to accept the delivery. This happened Friday afternoon, 04 October. On 08 Oct I was informed that there was no more stock available, so they sent only 1 piece of butter. Such a delivery, without any information, makes absolutely no sense for me. But worst is - I am still waiting for my money to be refunded and I had my smart shopper credit deducted from the shopping price. On 15 Oct I was informed that they escalated my complaint. I am not sure, if they will manage to refund my smart shopper credit as well as I haven't heard anything from PicknPay until today, 20 Oct. So this was definitely my last online shopping order with PicknPay.

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7:51 am EDT
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Pick n Pay service

I went into Pick n Pay store in Claremont on 19 Oct 2019 with my 1 year old daughter in my 1 arm and my gym bag in the other, I went directly to the kiosk to withdraw R50 to pay for parking, directly after receiving the cash on my way out I was stopped by security to have my bag checked ! I asked what the reason for this is because I literally came in a few seconds ago walked straight to the kiosk withdrew cash and walked out . I was told some rubbish about staff procedure to which I've answered but I am not staff. Anyways my bag was unzipped only to find my gym clothes along with baby's . I am outraged at this because I frequent the gym that's right next door to pnp and often stop by the store . I have no idea what triggered the suspicion, I am a chartered accountant who came to withdraw cash from my platinum bank account only to be asked to have my bag Checked by security in public! I am disgusted at this services .

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P
5:47 am EDT

Pick n Pay aim 55" smart tv

Hi i bought this tv about 2 months ago, i was having trouble with the pre loaded netflix and queried this firstly with netflix who told me to uninstall and install again, i tried to do this but nothing works and it is not on the play store.
I went to constantia village and asked to speak to someone who knows what i can do but nobody has a clue on TV's so i asked for the technical person to call me, i am still waiting, i did this numerous times and the last time i went in i spoke to the assistant manager Astin who said that a guy by the name of Lorenzo would call me the following day well this never happened.
I really want to sort this problem out but cannot get anyone to help me.
There is no after sale service!

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M
3:54 pm EDT
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Pick n Pay aircon always off, butchery smells very bad

To whom it may concern.
Every summer the whole shop's aircon systems are off. It is very hot inside and I am scared to buy food like eggs and bread.
Monday mornings the shelf's of fresh vegs and fruit are almost empty. I always have to wait until the afternoon to get fresh food.
The butchery always smells awful! It smells of hot and off meat. I don't buy any meat there anymore and have to go to the other side of town for fresh meat. I live one block from Pick n pay and it's very inconvenient to go to another place for fresh meat.

Regards
M Theron
[protected]

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8:49 am EDT
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Pick n Pay shop area

The Cashier and around the cashiers are surrounded with goods. it is terrible and irritating. One cannot even more around the trolley to unpack the groceries . Makes the place look dirty and cheap.
The shop was revamped not too long ago and it looked so beautiful until they started placing all items at the tills and around the pilars of the place. if there is a small Q at the tills no one can pass to walk to other side of shop.
Just makes the place look very unorganized and not neat. Hope someone can have a look and to some re arranging please as it is a convenient place to shop but very uncomfortable.
thank you

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N
8:21 am EDT

Pick n Pay ripoff

i participated in promotion that ended 04/08/2019, when i went on the 04/08/2019 to collect my pan they told me to come back thursday(08/08/2019) and i did. then they asked me to come back monday(12/08/2019), which i did and on that day the took my contact details and said they would call me.two weeks went by and nothing so i went back on 30/08/2019 and was told i would be contacted as there is nothing they can do for me. Went back again twice last month and they offered me no solution to my dilemma. All they said was that there are no pans available and i should wait for them to call me. when i inquire when i should expect the call, they just told me i should just wait. its been 2months and the customer agents have never contacted me or explained what went wrong with the promotiom. beginnig to think it was just a scam to con people off their money.

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4:04 am EDT

Pick n Pay rude cashier

Cashier at till 16 on Monday between 8am and 9am 14/10/2019 didn't greet me after I greeted her in a very friendly way and humiliated me by loudly asking me if she called me when I approached her till as the last woman finished paying. She was an elderly lady wearing a black cardigan so I couldn't see her name badge (either she wasn't wearing it or was hidden behind her jersey). She proceeded to say something to the packing lady about me in a language I don't speak, who's name badge said she was Lorraine. I don't think it's appropriate to talk to customers like that and I did tell her she was being very rude. I will not be shopping at Pick and Pay Little Falls in the future if this is the attitude of the staff.

Thanks

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7:41 am EDT
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Pick n Pay service / attitude

To Whom It May Concern,

I would just like to express how upset I am with regards to a bad experience I had at Pick n Pay Noordheuwel Krugersdorp. Just to put on record that I have been a customer at Pick n Pay for many years but honestly don't feel like supporting the store after what I went through this past week.

I went to the store on Thursday the 10th of October to buy a few groceries. When I got to the bakery section to buy rolls, I had to wait for two staff members to finish having a conversation. I eventually ask if I can get service, to my shock the one staff member turned to me to say "You haven't been waiting long" so SHOCKED at his response. I have been in sales for over 20 years and I would never had spoken to a client in that manner. I then said I will be reporting the service I just received. He then said, with an attitude "do you want my name", I replied Yes. He starting writing his name and then crumpled the paper up. I was so upset and decided to go straight to management. When I got to management, he was already there. The manager said can she apologies on his behalf, he was right there and could hear everything. I replied and said, it is not your fault and don't feel that she should take responsibility for his actions. He still would not apologies. Another manager came over and said he will sort it out. I was so upset, I asked for his name and there name, which they gave me. Then another women came from the bakery, I think she is in charge of the bakery. She was very upset with him and not sure what she said to him, but was not happy with him. I thanked her for standing by me, really appreciated that she saw the customers side of things. What also upset me was that he was the disrespect he showed towards me and his superiors. When I was talking to the manager, he was grinning and I did point that out to her but he did not care or nothing was done about it (I felt he was trying to humiliate and embarrass me, so disrespectful). So sad how bad service is getting out there, we spend a lot of money with pick n pay and if need be I can do a spread sheet of what we have spent, besides cash purchases. (My Pick n Pay card can also show that and will pull bank statements to prove it). I would like him to apologies to me in person and also be reprimanded. I nothing is done about this, I will have to take it further because I honestly am sick of the way customers are treated. While I was there that day, two customers approached me and said that they too have had bad experiences. The one customer even said that she has left her trolley and gone elsewhere because of the service. I eventually left and only then realized that the manager didn't even asked for my details, so in actual fact they were not going to do anything about what happened. I didn't go back to give my details because I needed to calm down because I really was upset.

Please could someone get back to me with regards to this, if you are not able to do anything please let me know as I would then need to take it further.

Here below are the names they gave me, not sure what the man's name is but I have attached a picture of him.

Gcina Tuala (Bakery Manager)

Thank you

Tania Bishop
[protected]

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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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