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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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Newest Pick n Pay reviews & complaints

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6:21 am EDT
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Pick n Pay baked goods

Pick n pay hyper soweto sold me a bad batch of doughnuts on 13.10.18 they were having a sunday buy one get one free special. One was half done and still had raw dough in it nd the other was sprinkled with a white fizzy substance (baking soda?) they also never reply to any of their emailed complaints and never answer. I am done, never again. Don't give those people your money.

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2:51 am EDT

Pick n Pay rotten product and horrendous service from the manager gerrit and customer service agent

Yesterday Sunday my husband needed Fish so we sent my brother to go get it from PnP Canal Walk since last time we bought it there and it was fresh from the ice and the lady who helped us even cleaned it for us. Unfortunately yesterday they had a rotten product on the shelf. The moment my brother got home we asked him what is it that is smelling so bad and we checked in the grocery bag it was the fish. It was so off and not even cold enough not sure if the fridge wasn't working or its just a fresh product that was not stored at the right temp. Immediately we drove back to Canal Walk not on basis of the money we had spent but the audacity of PnP Canal Walk to release such bad fish, To top it all if we had prepped it like that it would have turned to be terrible food poisoning for the entire family. What is absurd is the fact that when we got to Canal Walk the lady at the Customer Service desk did not even apologize after we reported this, her first question was do you want new fish or your money back ? With shock i asked her is this all you are going to say and she responded "oohh do you want to speak to the manager" Then my husband responded yes please. The lady by the name Hendrick T Hendricks called the manager Gerrit who came and did not even look at us, did not greet and did not even apologize and he only had the conversation with the lady at the Customer Service desk asking her if the customer wants a refund or new fish. My husband then responded and said we want new fish obviously and we followed Gerrit to the fish Kiosk. When we got there Gerrit uttered we do not know what you guys did with the fish you might have kept it in your car for an hour and now you coming back with it. Woooooow we do not have fuel, time and parking money to waste just to enjoy rides to the mall for the fun of it. He was defensive and blamed us for a rotten product. The purchase was done at 18:01 PnP Canal Walk my brother coming back home and us going back to the mall and a refund was processed at 19:11 not sure if well kept fish would get off in an hour and worse off, it wasn't even a hot day. We could have gone to any other store, but to drive and go to that specific PnP its loyalty and trusting the product. Why would PnP have a person on the customer service desk who has zero skills of Customer Service like an apology is the cheapest thing you can give to an already fueled up customer and show the interest to assist and sympathize.
Extremely disappointed at Gerrit as the manager he would have known better on how to handle an unhappy client but he had no interest or sympathy, his service was horrendous especially from a person of his title and stature. Due to his lack of assistance honestly my husband lost it and Gerrit walked away with no apology. The lady at the fish Kiosk was the only one who apologized and mentioned that the fish wasn't on ice it was taken from the fridge. Please PnP train the team that is client facing basic customer service skills. Eye contact, listen, apologize and resolve than to be defensive and walk away especially after we waste our time to drive back, our fuel and even parking money.

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11:00 am EDT

Pick n Pay no service

I would like to file a complaint against Sasolburg Pick 'n Pay
When you go to do your shopping there is endless rows of people wanting to pay like today when everybody received pay, with only 3 tills thats open and working, the cashiers will not greet you unless you greet them and then they look like the whole world is on their shoulders and do everything in slow motion. We complain each time we go to the shop but its like talking to the wall, if theres a shortage of cashiers make a plan, but I decided today I wont go back to Pick n Pay Sasolburg you just lost a customer and Im sure if I looked at the peoples faces Im not the only one

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10:13 am EDT

Pick n Pay vivi ceramic dish not supplied as per stamps collected

PnP ran a campaign, from 4 March to 4 August 2019, where every R100 spent, earned you a sticker that you would collect and then redeem for a Vivo ceramic dish. Pick n Pay ran out of the dish that was supplied for 70 stickers. We were told to write down our names and then they would contact us once they got the dishes in. I keep asking, but they have not yet been delivered. I targeted my shopping specifically to get this dish. They have offered me no other settlement (eg paying me the value of the dish; or supplying an alternate dish). I have also tried to phone their complaints line and after holding on, I get cut off ie no one answers. This has happened more than once.

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Fiwa
, ZA
Oct 09, 2019 4:05 pm EDT
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This is so frustrating, why do they ran competitions knowing very well that they can't deliver. They raise expectations for nothing. Such a big company. I am disappointed.

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2:38 am EDT
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Pick n Pay very late delivery of goods

I ordered the monthly order for the company for delivery on the 1 october. I paid r90.00 for the delivery slot of between 11h00 and 1200. When there was still no delivery at 12h30 I phoned pick n pay and was told there was a problem with their systems. They couldn't advise when the order would be delivered. After another couple of phone calls to them and still not receiving any positive response the order eventually came at 16h45. This time slop had a cost of r60.00. I phoned pick n pay to request a credit for the r30 difference but was told they don't do this! Basically, I just have to accept that although I paid the highest delivery cost the delivery is at pick n pay's discretion! Not very good business practice pick n pay - you have now just lost a customer. Just in case someone is interested in this complaint - my contact details are [protected].

Liz russell

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2:57 pm EDT

Pick n Pay bad, rude and unpleasant service from cashier

So today I went to PNP Wynberg and did my shopping like I always do. Stood in the line and one of my friends came to me and ask me if I could pay for their things, as it was just one thing none of the customers behind me had a problem with it as I was dine paying for his and mine things the cashier tells me that I should never do that again as it it unacceptable. I look at her and asked her politely if she could tell me what I did that was wrong. The cashier then start bashing at me shouting and causing a scene at the till as I was asking her where in the company policy it states that I cannot pay for another persons item and show just got rude I then called one of the managers and explained the situation the manager then told me if the customers behind me didn't say anything then she doesn't see what the big deal is. The cashier ( Marlene Lawrence) continues with her disrespectful behave. I then told her she is rude and disrespectful she then tells me "loep net voor ek myself verloor" as she was much older then me I kept my calm and just told her she was rude and the service here is bad. She didn't even give me my slip and card she threw it on the counter and moved on to the next customer.no apology nothing. I then speok to another manager and he apologized and understood where I was coming from. And told me that reporting it to the store is not really going yo do much as she keeps getting away with it and a formal complaint should he raised. I always do my shopping at PNP and I was disgusted by the service I received from Marlene I was shaking and embarrassed as she did it in front of all the customers. How many other customers did she not give this type of service to and got away with it. Its making PNP Wynberg look unprofessional and not good service. I knew felt or had that type of service in all my years shopping in retails store. I would really like this matter to be taken further. Hoping yo get feed back soon.
Thank you

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7:57 am EDT
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Pick n Pay toy machine

I walk into your shop about 18:36 with my son of 4 years old we came from spur where they had a toy machine my son realised that there is another toy machine in pick n pay and decided that he wants this toy in the machine I went to the cashier made change so that he can play the game or win this toy the security ask me what's wrong I told him that the toy didn't cum out of the machine security told me to go to the manager manager told me to speak to the supervisor got to supervisor she didn't even look at me was busy doing her own thing now im already frustrated supervisor finally looked at me didn't ask what's wrong nothing I explain to her she decide to pull her face but I sore her looking at my sons hand while shes doing that finally she have the nerv to ask me what's the complain if your son have a toy in his hand dear God he had to help me that time will I walk up and down for a 5 rand and take a attitude if I had the toy the toy wasn't from your machine it was from spur and are you saying we are a thefts I am fed up of the way people get treated in the shop you really need to look into this its pathetic they look at your face and decide how to treat you that's not all than she have a nerv to talk about me in Xhosa not knowing I understand cause I work at the high court in cape town not sorry nothing she ask the cashier to give me a 5 rand its not about the 5 rand its the principal the fact that u judge me as a supervisor u really need training disgusted

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6:32 am EDT

Pick n Pay pringles the original in the tin

I have been buying the pringles from various stores, this is my very first bad experience with the chips, they were just crumbs and crust peices of chips in the entire tin. I was very surprised to find this. I thought I would bring it to your attention. My email address is [protected]@pioneerhaulage.co.za or [protected]@gmail.com.
Much appreciated I really enjoy the chips.

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5:29 am EDT

Pick n Pay renovations - why and when will they be finished

Since its opening, I've transferred a lot of my monthyl shopping to the Pick N Pay on William Nicol. However, it is becoming more and more difficult to do so. The renovations that were started sometime in April/May have still not been completed and, while things have been hard to find in a store that is always moving things around, today it was clear that the store was considerably understocked, making shopping an even more frustrating and expensive exercise - i had to go elsewhere and vouchers are worthless if teh store doesnt have the product which is the subject of teh voucher.

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8:12 am EDT
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Pick n Pay refund not received

Last year bought some groceries online.
On several orders, one or two items were not received by me. I wrote these items at the back of the invoice provided.
It has been over a year and there has been no refund for any of these items.
[protected] lettuce

# [protected] Lancewood creamed smooth cottage cheese

# [protected] 2x juices

# [protected] Bakers provita

# [protected] 1x juice

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3:40 am EDT

Pick n Pay kids rugby t shirts

Pick n pay you advertise kids rugby t-shirts but NONE of your branches in Gauteng has stock. I have been phoning almost all the clothing branches in Gauteng and no one has stock? Why do you advertise then? I then phoned the Head office for Pick 'n pay clothing [protected] but after being placed on hold for 22 minutes i gave up. Very very dissapointed in pick n pay!

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5:16 pm EDT
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Pick n Pay service

Hi,
As every evening me and my husband were shopping in your Somerset West shop on Main road.We spoted 2 packets of spinach expired today and asked the white guy there if the prices are going to be reduced.He look at us with sarcastic smile and told that printed reduced prices only coming from the Head office and this two packs he will give to the shelters and said"Don't you think that's good?"
I am disgusted from the guy behaviour and will appreciate if you can provide me with his name.
Best Regards!

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Update by T.Robertson
Sep 19, 2019 4:15 pm EDT

Hi, I was so disappointed, to find 4 lindor sweet in the tin I just bought instead little hearts.I need explanation from the picnpay in Somerset West main road store.Are you people try to lie or what?I have no words!

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12:33 pm EDT
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Pick n Pay rugby cards

I've been to the store twice R237 and R150 and no rugby cards available. I especially made up the R150 so my daughter could get her cards. When I asked for the cards, cashier asked what cards. Haven't had them for ages. The marketing of the cards is hung all over but no cards. The World Cup hasn't even started. This is false advertising and shocking for a popular community store. My daughter was so disappointed as an I in Pick n Pay.

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3:31 am EDT
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Pick n Pay chicken and broccoli bake

Good day. I bought a chicken and Broccoli bake that you can just heat in the oven. When i tasted it it was FULL of sand. This is also why i never buy fresh broccoli or coliflower from pick n pay. They are never washed and always full of sand. I am very unhappy with this. We pay a lot of money for fresh vegetables and then we can't use them or it just tastes awfull. The products was bought in Worcester at the Mountain mill mall.

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8:47 am EDT

Pick n Pay sasko bread

Good day

I purchase I loaf of bread last night at the Pick n Pay express in Cascades, this morning while making lunch for my son I noticed that the bread had turned green on the sides and when I looked at the expiry date it was the 30/08/2019.I called the store today and spoke to the owner who was of no help instead of rectifying this she was more concerned about defending her store and insisting that the bread is not from her shelf and was quiet rude stating she will buy a loaf of bread from her own pocket and replace it but will not apologise for the rotten bread. I am a regular at that store and garage and to be treated in this manner is disgusting its not about replacing a product its about the moral behind it you shelved bad bread have the decency to apologise.

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6:53 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Pick n Pay smart shopper voucher

this is an observation...we stay in touwsrivier 80 km from worcester we are pensioners who shop at MM once a week ...too expensive to drive down more often...
shopping day is friday...now and then we receive a R50 discount voucher to be used the next day or two...travel 160 kms to save R50 ...on a sat or sunday ?
can this not be extended to to following week ...
pal.[protected]@gmail.com ...thank you for considering

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Resolved

complaint was not necessary i overreacted problem does not exist

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3:49 am EDT

Pick n Pay Atrocious behaviour of staff

On 2019-09-05 at about 08:12 my colleague and I arrived at the kokstad pick n pay store to purchase breakfast. After being assisted at the deli counter, we moved over to the bakery counter and there was no person to assist. There was however a female who kept on peeping from the back through the empty bread trolleys - instead of approaching us to inform us that she will not be long or just to indicate to us that she acknowledges our presence, we were just left hanging. After raising my voice: "how much longer do we still have to wait here?" another female working there at a the cold meat counter uttered the following: "I don't know 'coz I don't work here!" she then proceeded to assist anyway. We waited about ten (10) minutes for one bread roll. I then attempted several times to call the store on (039) 727 1498 - no answer. And so many of the incidents we've had with kokstad pick n pay staff had gone unreported. Looking at your solvency rate - that also leaves much to be desired. Please - this is a respectful request: train, train, train your staff! The ill-discipline of your staff will not be tolerated - take them back to the basics - clearly they've lost it!

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6:29 am EDT

Pick n Pay bad one sided poor service

i had a bad experience with Pick n Pay eyethu mall on sunday 01 september 2019.
i went into the store( liquor) to purchase my beer. i was with my brother and it was in the morning. we went to the fridges which are at the back. we opened the door and we both checked which beer to buy. my brother wanted the smirnoff storm and i wanted an amstel beer. i reached for the smirnoff storm and upon touching the lead of the beer it moved and the beer below it which was supposed to be packed safe got touched and it just broked. this beer wasnt packed accordingly cos it wouldnt have broke if it was packed accordingly. the security guard(lady) came and said we need to pay. i told her i need them to check the footage so that we can establish who is at fault. she refused. i asked her why she didnt say, she just said you will pay. i didnt dispute paying but needed them to see who is at fault here. she went and called another security guard who came and listened to the story and asked us to go the manager. i proceeded to the counter and paid and then asked for their names so that i know who i am speaking to. no one had name tags except the cashier who served me. after paying i still insisted that we investigate and check footage to establish if i was wrong or not. they refused and took me to the manager. the manager was sitting in the pick n pay near counters in a small place. he was not in the office and i asked for his name ofwhich he also refused to provide. he didnt even want to listen to me and this was a total disgrace to me, tarnishing my name and reputation. he chased me away and said i must just deal with the securities. i asked for fairness and wasnt provided that and to me it was injustice. i feel that my right to fair treatment was exercized and i was disgraced of my personality right. i want to receive some sort of help with regards to this illtreatment. is this how people should be treated? serving people without name tags? no one wanting to listen to you? their rule of you break you pay doesnt have any remorse with regards to their packaging of merchandisers?!

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4:16 am EDT
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Pick n Pay usb stick 32gb

Hi, I trust that eveyone is well.

I am dissapointed that I went to 3 of your stores (rosmead, kenilworth and ottery store) and not one of them were able or interested in making a effort to get me the usb stick 32gb flash drive that was on special (sandisk cruzer 32gb flask [protected]@ r79.00), I understood that they do not have stock, but not one of that stores wanted to give or grant me a rain check after driving all my petrol out to buy one of your products, I was told to go look at canal walk store which was completely out of my way.

I would still like the product and would appreciate it if someone can located this product and deliver it to me or to promenade mitchells'plain branch, which will suit me better.

Can you assist me as this special is over and had you stores made an effort. I would have had this product/

Please let me know.

Michael studdard
Email address : [protected]@svs.co.za
Contact number: [protected]

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2:33 am EDT
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Pick n Pay staff behaviour

On Saturday 31st August me and my wife and visiting family visited Pick and Pay Meerensee Richardsbay around 14h30 to 15h00. While I was waiting at the pay point second from the managers office, a male walked into Pick and Pay and as he entered started shouting and sing so loud shouting racist remarks and shouting about apartheid. I understand Zulu but kept quite hoping he will quiten down but he just became louder. He ended up by the till next to me. Security just stood there smiling and Pick and Pay employees just found it very amusing. management did nothing to remove the unruly person from the premises so that the rest of the customers can shop in peace. I then confronted the security and asked if she is just going to stand there and do nothing. Only then did she walked to the person and asked him to leave but he refused and she just stood there. As I left I saw the manager standing by the door and asked why he did not remove the unruly person to which he replied he was sorry. I said to him while I was standing there people said that this was their last shopping at Meerensee Pick and Pay and so was mine. Management need to step up on such sensitive issues and not leave it up to security to handle.

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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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