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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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L
8:21 am EDT
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Pick n Pay gauteng

Good Afternoon,

I trust this email finds you well.

When the screen on the till said congratulations you have won. It was shocking and everyone turns to look, I did see your adds and newsletters about this promotion but didn't really bother as I didn't think we would win. Well today we did and guess how much... a BIG WHOLE ONE CENT.

I'm not writing this because I want to win or wanted to win but why would you do that to people get them excited and drop them a whole one cent later. I think you should remove that whole one cent from your promotion as it is really disheartening and embarrassing. You spoilt our afternoon as we didn't expect anything and then couldn't understand why would pick n pay do something like that. Even the manager and assistant apologised to us cos they felt embarrassed.

Thank you for your one cent and for our embarrassing moment. I have lost all respect for Pick n Pay and maybe even my business as well!

Regards
Lynton and Priya

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K
6:20 am EDT

Pick n Pay been treated like a fraudster and supervisor was so unprofessional

I was in Pick n Pay Westgate mall Yesterday trying to make a grocery purchase of about R 663, 00 with my RCS card the cashier by the name of Maphefo called a supervisor for verification of both my ID and RCS card, the supervisor refused to assist me based on my ID looks old and having sellotape on it. Then i asked her to call RCS just for my information verification on my account as I used the ID for quiet a long time without having a problem with it but she refused saying I should go and do a new ID cause it looks like I wanna do fraud with it, that is when I left the store without my Grocery. Then I went to Checkers Hyper to make purchase of the same amount of grocery and i was assisted without anyone complaining about my ID book, all they did was calling RCS group then I was interviewed on a phone without any one telling me i look like i want to commit fraud and i was extremely happy with a service at Checkers. I was so disappointed with the service i received in Pick n Pay as I never receive such treatment in my life, the supervisor judged me because of my scar on my nose and refused everything i was asking. I even asked her why I make purchase in other Pick n Pay Stores without hustle and she said not all Pick n Pays operate the same. The supervisor was so unprofessional and extremely rude, she really need some training on customer service and how to handle customers' complains. Now I lost an opportunity of earning smart shoppers points on my card.
FULL NAMES: KOKETSO REUBEN RAMOHLOA
CONTACT : [protected]
ADDRESS : 3818 LAKESIDE PROPER MAFATSANA

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A
6:29 am EDT
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Pick n Pay money transfer

Good day

I am a smart shopper account holder and i have send 209.90 to transfer money and the code was sms to my cell number several times
and when i want to draw the cash it say error '' 110206 Tymecode already used'' i tried different till points and same thing happens

i spoken to happy at the call centre and he never gave my any update and all he say my funds is availible in my account so then why cant i get my money back

they say they unable to give a different tym code so how do i get my R 200 .000
i have been patient for 2 weeks now and still cannot get my 200

this is my money and does not belong to pick n pay

Abdul Hartley
smart shopper card number:[protected]
Customer Careline Ref number: 93738
my ID no:[protected]

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L
12:42 pm EDT

Pick n Pay a white jacket that was marked on sale for r36

Good day

I have a complain about the poor service that I got here in the pick n pay clothing irene mall, I saw a jacket on sale items and the price said R36 marked in red marker so i wanted to pay for the jacket and at tills the said a different price but i saw it at that price of R36 and the consumer right act says the price you see is the price you pay. And the assistance manager by the name of Bennie refused to sell me that item.

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Update by Lerato Chiloane
Jul 12, 2019 12:51 pm EDT

The service i got in pick n pay clothing irene mall is very bad, the assistance manager couldn't even assist but they know the policy and the consumer right act am so disgusted because the item was marked wrongly by them its their fault not mine so i want it at that price i saw it with

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7:34 am EDT
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Pick n Pay goods sold past sell by date

I bought Pick n Pay brand butter rotis on Wednesday 10th July 2019 at The Hypermarket brach at Centurion Lifestyle centre and noticed when I wanted to use them they were time expired - 8th July.

I phoned customer services just after 8am this morning and spoke with Casey (reference [protected]) who was most helpful and shared my concern that the store was openly selling time expired products from their shelves. I was asked to go to the store where they would assist.

When I got to the store it took four different assistants to find the till slip - 366948 logged at till 11 on 10th July and they then simply refunded the R25.50 and really had absolutely no problem with the product being time expired and I was left feeling rather foolish. Since the sore is almost 10 kms from my home it would have been cheaper to simply bin the time expired goods. I thought I was doing my civic duty in informing PnP but it seems such chivalry is wasted on you guys.

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S
2:00 am EDT

Pick n Pay cash back

I asked for a cashback at the store, I was partially assisted. I entered my pin and it approve. As soon as I got a notification from my bank that my money was out; the till froze. No one explained anything to me and the manager actually did not have my time. I was asked to come back later, and when I did still the manager was rude. I mean I losy my money with them and no one did proper follow up. No one even bothered to ask my name and contact details to put me at ease. Given that I take a taxi to and from Pick n Pay to my home. I expected to be treated with dignity and compassion. I am really not impressed with the service I received given that it was the shop's fault their tills are faulty.

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C
2:36 am EDT
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Pick n Pay hartbeespoort pick 'n pay

This is not my first complaint regarding this issue. When there are specials on Puck 'n Pay items, then suddenly this store is out of stock. When asked, they have the audacity to say that Pick 'n Pay brand products do not sell well. So why do they have a Pick 'n Pay franchise!? Oh and now the Pick 'n Pay representative is going to tell me how nice the owner and her husband are...

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R
6:29 am EDT

Pick n Pay credit card as managed by rcs - matter still unresolved since 2018!!

Pick n Pay Credit Card as managed by RCS - matter still unresolved since 2018! I just want to close my account and get my credit owed to me!

Please can someone urgently contact me to sort the closure of this account. This matter has been dragging since 2018!

I had a credit of R20.00 on my PnP Credit Card Account. This needs to be refunded to me. There are no fees to be deducted as I finalized full payment of the outstanding balance and there was still a credit due and therefore no further fees payable.

Please ensure this credit amount gets reflected on my Card so that I can utilise this R20.00 credit.

I have sent numerous emails and made quite a few calls to the RCS customer care line to resolve this but with no success. The last time I tried to use my PnP Credit Card in-store the transaction was declined?

Please sort asap! I have sent the trail of emails for reference as well.

Miss R Jarodien
[protected]

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V
2:21 pm EDT
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Pick n Pay pnp adult cat food

I bought cat food at pick n pay west acres in potchefstroom. Just got home to give my pet the food when a dark chunk of something came out of the packet. It struggled too. Not aure what it is and not sure if I really want to open a new packet for him. This is really unacceptable i mean the expiry date is in 2020 and it smells like something died. Will never buy there or any pnp brand again.

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K
4:04 am EDT

Pick n Pay online order

My name is Kivash Singh and i have placed an online order on Tues 25-06-2019 for delivery wed 26-06-2019 ( 17;00 to 18:00). After time has lapsed yesterday i called customer care to find out where is my order and they had advised that the order has been sent back due to items missing. NO notification was sent to me at all. The consultant then advised that she will load it to be delivered today around 12;00 and 13;00. Time has gone and i called again not to mention every call they had me on hold for more than 15 minutes. The consultant advised that the delivery will be delivered around 13;00 to 15;00. This time has lapsed and i have called once again only to be told that the hub DID NOT receive my order and it cannot be delivered

What kind of service is this ? this is unacceptable. I thought your online platform was meant to make things more convenient for customers but due to the poor service it has turned in to a nightmare. There are items on the order that is for an event today and now i am in such a problem and i must run around and bare extra costs and buy the products else where and incur more expenses. As a major retail giant this service is very poor and has thrown me off online or even shopping at the store anymore.

Please can this be brought to management attention and provide feedback as i still do not know when my order will come and i am contemplating cancelling it and request a refund. It is very disappointing to put customers in this much inconvenience.

I look forward to your response.

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J
4:07 am EDT
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Pick n Pay service

I went to Linton Grange PnP on Friday 28 June 2019. I had to stand in a qeue for 25 minutes with only two customers in front of me. The teller kept on ringing the specials wrongly and had to be voided. Eventually when my turn came, they pushed a lady from another till infront of me to draw money. I was descusted and left my shopping there right there as I was then late for my kids aftercare and was fined . [protected]

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R
4:01 am EDT
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Pick n Pay disgusting behaviour from supervisor at trade route mall pick n pay

I had the unfortunate experience of shopping at Trade Route Mall Pick n Pay on Saturday. The queue was ridiculously long and after filling my trolley, I heard the announcement that the till points were offline and then later that the combo deals were offline. Nevertheless, I wanted the benefit of the combo deals on special so I waited it out for almost 2 hours! When I finally got to the till point, I asked the cashier, who was very helpful and apologetic, how the process would work. She explained that she would scan all the items and then call on a supervisor to override the "combo deal" items. The cashier then cashed up on my items and the packer (also most helpful) proceeded to pack the items into my trolley. The cashier then called her supervisor and they exchanged a few words in a language i do not understand and she then walked away to help two other customers. I asked the cashier why her supervisor was ignoring her request to which she replied she did not know. when she eventually got there, she began to ask what items i had on special and what the prices were! I was completely shocked and annoyed at the fact that i was being asked what the prices were. She went on to say that "they" did not know all the prices and I asked how I should know and that she should look at the pamphlet. This seemed too much for her and she got up without apology and called someone else to help me. I was charged normal price for the Simba chips even though the cashier and I kept reminding the lady assisting. I was given a lousy R3 airtime as compensation which i actually paid for because this was added to my bill. To top it all, after spending such a long time in Pick n Pay, I had to pay for the parking because the discount no longer applied! I cannot begin to express how angry and disgusted I am with Pick n Pay. I will never go back to the store and as for the rude, incompetent supervisor who had no respect for me, I have no words...During the entire period knowing that the till points were offline, could the staff not have familiarized themselves with the specials so that the customer was not impacted even more?

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C
10:42 am EDT
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Pick n Pay always out of promotion stock

Pick n Pay Moreletta park NEVER has stock on products that's on promotion. If you go 8h00 the shelve is empty because no one has packed it yet. When you go 16h00 there is no stock? How is it possible for a promotion to run from 24 June - 4 Aug and 28 June there is no stock? And it's always the same story. I stay 2min away from this Pick n Pay and for 15 years it has always been the same. Can someone please do something to help manage the stock better, cause it seems that management is not capible to do so.
Thanks
Chantelle
[protected]

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N
9:58 am EDT
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Pick n Pay bad service

Good day

I usually go shopping at Pick n Pay Southgate Mall, but I must say I was not impressed by the cashier Jabulile G Dhladhla. She just scanned and pushed my groceries very roughly, she didnt even greet or ask if I need any bags. I had to ask her to provide me with bags and upon making a payment I had to even give her my smart shopper cause she didnt even ask for it. A smile wont hurt anyone even if your angry at someone or something. Please provide her with proper customer service training, she really needs it!

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2:53 pm EDT
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Pick n Pay racial profiling

Hi me and my boyfriend were just in your store On Darwin. Its located conveniently close to our apartment complex and we used to enjoy shopping there. We (mostly my boyfriend) go to that store almost daily. I've noticed tonight and last month when we did our grocery shopping that for some reason the security guards always follow us around. After mentioning this to my boyfriend in the car home he told me that always happens to him when he goes there. This is unacceptable treatment towards people that take their hard earned money and spend it at that store. The thing that made it more obvious that we were being watched was that one of your workers/ perhaps managers came up to me and gave me a pen for absolutely no reason. And on our way out I looked back and he and the security guard were watching us walk out. Surely someone in that store must recognize us as regulars and could've nipped any suspicion in the but. I will go back to this store next month but if it happens once again I'm taking this further. I can only speculate that's its because we're a young (coloured) couple that looks even your than what we are and for some reason we can not just be shopping there like every other customer. I've never stolen anything in my life and neither has by boyfriend- we don't need to. I am highly upset disgusted and disappointed in this treatment.

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L
6:22 am EDT

Pick n Pay email received rewarded with a r1500 smart shopper voucher

Is the below email genuine or a scam as it asks for your bank pin no

Your Smart Shopper Statement as at 24/06/2019

Card number: 735328**********
Points balance: ***
Points expiring 24 June: 0

Dear Smart Shopper,

Please be informed that you have been rewarded with a R1500 SmartShopper Voucher for been a loyal Pick N Pay Customer

To enable your Voucher, please follow the steps below:

CLICK HERE TO PROCEED

Have a great week.

Sincerely,

John Bradshaw
Head of Marketing

Prices valid until 30 July 2019.

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NatalieReid
, ZA
Jul 01, 2019 3:18 am EDT

I have also received this. Is this a scam?

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J
10:05 am EDT

Pick n Pay sausage containing large metal pieces (pic attached)

On Thursday 13th July I purchased a piece of sausage from the hot foods section at Pick & Pay Boston, Cape town, Western Cape.

When I got to my car I put the sausage on a roll I bought at the bakery section from the same store and took a bite. I was shocked and disgusted to find a big metal piece (the shape of a staple) in my mouth.

I also found another piece in the remaining sausage. I immediately returned to the store to see the manager. The manager, Chris, was just as shocked and apologized profusely. He gave me a refund and some chocolates.

He undertook to inform Pick & Pay head office and revert to me later the day. Chris phoned me later the afternoon to apologize again and informed me that he has escalated the matter and that I should get a call from the foods company that deliver to Pick & Pay. I subsequently got a call from a Natalie from the foods company who also apologized and informed me that the supplier (in Durban) will contact me.

A week has passed and I have not had any further communication from anyone. I find this rather unprofessional to say the least. I really want to know what action has been taken against the supplier and how my trust in your product can be assured.

Kindly find pics attached.

Regards

Mr Jaftha
[protected]

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10:36 am EDT
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Pick n Pay management service

For the second time, on a Saturday mid-day, I wanted to exchange an empty crate of Lion Lager quarts at Waterstone for a refill. Apparently, only the manager can credit the reurned crate. The previous occasion, no manager was present in-store. I had to wait 20+ minutes for the staff to track him/her down to return to the store, and another 10 minutes for the till staff to work out what they had to do with bits of paper that were faded and useless.

Same thing today, except after waiting 10 minutes for the manager to be found, I reclaimed my empty crate and went to shop elsewhere.

For some reason, I believe that someone managing a store should be there to manage the store. I understand there are toilet/tea/smoke breaks, but then appoint an understudy who can fulfill the role! And train the staff to perform their functions!

It is completely unreasonable to expect your customers to waste 25 minutes just to purchase some beer (Management 101). I will never bother to shop there again.

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3:34 am EDT
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Pick n Pay customer services

My card number [protected]
Contact cell [protected].
I was at Pick n pay Kenilworth centre and not one of the smart shoppers card machines was working l. I tried to swap points for 2 wimpy vouchers and the machine froze. I was taken to customer services and they called the call centre where I changed my contact details and the consultant tried to sms me the vouchers to me and numerous attempts failed. He ten said he'd call me in 15min, that was at 11:50am needles to say i have not had a call back nor have my vouchers been sent to me.

Very disappointed is service or lack thereof.

Kind regards
Cara Reed

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R
5:24 am EDT

Pick n Pay gluten free bread

Good day. My daughter has a gluten sensitivity. I was very happy to see your new product line..Gluten Free White Bread (handcrafted gluten free whitebread) and i purchased a loaf for her. When I got home, she cut herself a few slices. The holes in this bread are huge and i would like to know how you would apply butter/marg to these slices. Quite disappointing. Thankfully the flavour is not bad. Please see the attached photographs. Date purchased 05/06/19 from St Peters PnP Observatory Cape Town

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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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