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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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8:32 am EST

Pick n Pay Service of Pnp Protea North

I bought groceries on the 28th Feb 22 for over R1260.00 of which I was looking for Jacob's Coffee as well then I was told by Esther to pay for it and they will let me know when they receive stock. On Tuesday the 1/3/22 I tried calling the store and no answer then I called customer care line. They called the store and called me back to tell me that the stock will arrive on Thursday and they will call me. Ever since never received a courtesy call from them and I went today 5/3/22 at the store and I got upset when I asked for the Manager no one attended me till I call the Supervisor Esther and explained myself and she never even apologized and driving to them its time consuming. I am not happy with Pnp Protea North

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6:24 am EST
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Pick n Pay Tills not working properly?

March 5,2022

On February 28,2022 the manager a Mr Faldie phoned my wife and admitted that the reason my daughter could not do her shopping on February 12 and 19 was because the tills, to quote him, were not working as they should and her voucher/card was not swiped property?

Although the money on the card, after being swiped, was deducted the till slip said that there was no money available.

If this is true then it makes one worry with what could have gone wrong with other customers who paid with credit cards, sassa cards etc.

On February 5 took my daughter once again to Pick and Pay.

The Manager Mr Faldie gave my daughter a shopping voucher which went through the till.

After all the troubles we experienced on February 12 and 19 no consideration was given to the unnecessary time and fuel we as pensioners had to spend because Pick and Pay had "troubles" with their till(s)

Desired outcome: Compensation

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7:26 am EST
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Pick n Pay Very rude staff/packer

Saturday 26 Feb 1.37pm at waterglen pick n pay Pretoria m buying 2*2litre cokes and I find a this guy unwrapping cokes and putting them into the fridge. I accidentally kick an empty plastic that he jus unwrapped by mistake didn't evin notice it until he follows me to the till and tells me that I kicked a plastic bag so m jus gonna leave it there for him to pick up.. Told me I must come pick it up in a rude way told him m piece of mind. Quickly asked for the manager Precious is her name and she told me the guys name was Emmanuel. As the manager was asking him about the incident the guy bodly walked away from both of us... Paid and left the shop not a happy customer

Desired outcome: Teach your staff to be more polite to customers

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10:05 am EST
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Pick n Pay I'm complain about the disgusting service a pick n pay claremont (close to virgin active)

at 16h55 SA time , i was at the store to buy myself lunch with a voucher i had bought hot chips at the store , i bought an amount of R15 + x2 rolls for myself to eat . i paid for the products with a Claremont voucher i had won , the lady that helped was a tall African lady who served me in a rush and did not even give me the amount i ordered , she gave me an amount for R16

i did not take note of what was happening because i was hungry and time was limited as i had to get back to work

when i arrived in my office and opened to eat the food

i noticed firstly that the food was not wrapped correctly and secondly the chips i bought and paid for was cold , now this is unacceptable and disgusting coming from one of the best retailers in south Africa

i did not have time to go back to the store because of the work i do

The person at the till did not even give me a proof of payment

This issue needs to be prevented so that these issues can not happen again as a regular shopper at the store I'm not happy at all i am very disgusted with pick n pay Claremont

this matter needs to be taken further to prevent this from happening again

Desired outcome: I would like a formal apology from the superiors at that pick n pay store sent to my personal email ( [protected]@gmail.com) and i want my R50 voucher redeemed asap please

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Tshidi Mondi
Cape Town, ZA
Mar 16, 2023 5:37 am EDT

i was at Pick n Pay Claremont Cavendish time 08:10m today Thursday 16/03/2023

one of your cashiers was very very very rude to me this morning starting to shout me,swearing at me because of i'm paying at her till she asked me why i came and pay at her till i didn't answer shes starting to rise up her voice i was shocked we starting to argue each other, please fix the behavior coz i don't want to take this further and looking forward to hearing from your side my name is Tshidi cellphone number [protected] and This is a serious matter and Thank you.

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5:25 am EST

Pick n Pay Shechaba mall Bethlehem

The staff is very incompetant, always messing up my order and not delivering on time on 7 occassions, it is unacceptable now they keep saying its the app but its not because the order sits with the store for hours. My delivery time on the app keeps changing and I can never get a proper resolution from anyone at the store. My groceries on numerous got delivered to the wrong address as well.

Desired outcome: better and faster service

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8:20 am EST
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Pick n Pay Bad attitude of tellers and staff

The tellers are really pathetic, the talk about you while standing inline ir at till, they ignore you while they have a conversation, all round a sick, hopeless people who has no respect, this is now my last time I shop at woodmead branch, how shameful, its like they doing us a huge favour, I will now spend my money at econofoods or spar, never again will I spend 1c at picken n pay, and people need to boycott them, we should say enough is enough, and do something about it.

Desired outcome: service and staff training or give some one who wants a job the position.

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9:34 am EST
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Pick n Pay Pick N Pay New Redruth Alberton Branch

Good day

Can someone please explain why "skeleton staff" is put on duty at Pick N Pay New Redruth on a Friday afternoon.

I shop their frequently and experience long que`s in a very hot store.

When you query with management you get told its Pick N Pay head office that reduce staff at the tills as a cost saving measure.

This is absolutely crazy!

Desired outcome: Please give me feedback on the situationLara [protected]@eiegroup.co.za

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2:40 am EST
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Pick n Pay Expired product

I bought a packet of chips from pick n pay at midway crossing mall couple of days ago only fi d out that they have expired. I am very disappointed. i bought the products on the 06.02.22 @15:54.

Desired outcome: Please refund me. I would appreciate a response in regards to my complaint

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7:09 am EST

Pick n Pay The teller refused to pack for me

On 05-02-2022 at 14:13 pm I was at Pick n Pay liquor store in Southgate, the cashier by the name of Murendeni Nefolovhodwe refused to pack for me because she was busy talking to the security guy. She bluntly told me that there are no packers.

Let me relate the story. I was using my Nedbank cards to pay and your speedpoint machine was declining my cards, and I was so frustrated because she could not tell me the reason why my cards were declining. I ended using my Capitec card. After paying I was trying to put all my cards in my handbag, instead of her packing for me she carried on talking to the security guy. I said to her I am going to rate your store bad, she answered me back, she said I can go on to rate the store bad she does not care

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3:52 am EST
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Pick n Pay Bad service

The service we are recieving at Pick n Pay Mmabatho in Megacity complex is very bad. You'd swear there was no training before hiring them. It becomes worse every minute, im starting to believe that they are now doing it delibarately. Customers are always fighting with cashiers who are so rude. I hate going there but I dont have a choice. You will wait on queues for long while they are chatting to each other, laughing and having a great time while clients are waiting and listening to conversations we not supposed hear. Clients are complaining but nothing is happening. They dont have sense of urgency and they are not hungry enough, no energy, rude, no greeting. We dont deserve such bad service as clients. When you go there one should be prepared for war. Im not happy. Something need to be done because this is getting out of hand now.

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5:46 am EST
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Pick n Pay Personal discount

Went shopping at Pick n Pay, Durbanville yesterday, i.e. Wednesday, 26 Jan, 2022. I usually shop on a Wednesday to get double points for Pensioner Discount. Logged in at the Smart Shopper machine to load my 2X Rand Earned. Did my shopping and am upset I did not my double points. Complained to a supervisor. Was informed that they give double points anymore. Is this true or what?

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4:25 am EST

Pick n Pay Off food, vouchers not working, no help from customer service

I have been trying to resolve issues with you guys with regards to food being off, the vouchers not working and overall bad customer service.

No one is resolving this matter. I keep receiving emails to say someone is on it but they brush it off. This needs to be sorted now.

Desired outcome: Refund for off food, and a credit for the voucher. Plus the suggested noworries free delivery

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2:26 am EST
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Pick n Pay App no delivery, stolen money or order

Yesterday I ordered 11:13 on my pick n pay app, 11:44 I was advised order delivered. No order arrived. I called their customer services with promises that they would call me back, they didn't one person I spoke to his name was Michael. Eventually I demanded the manager after a lengthy wait the manager came on she advised that she would send me a code so that I can re order. 9 times I called yesterday! Still no code and no groceries. They are an absolute disgrace. This may well be their modus operandi, disappear with your money and order. Their head office too, you call and an answering machine advises you all our operators are busy, constantly. They email you back advising they are looking into it, they do not come back to you. I am currently doing an online course for work, 4 hours of pausing my course for this organization. Just liars... Order number 2346474

Desired outcome: want my groceries

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6:23 am EST
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Pick n Pay Utterley disgusting service with absolutey NO assistance at all

Disgusting and atrocious service. Numberous phone calls with no assistance whatsoever. Order required for this evening 17 January 2022. NO refund to add insult to injury
ORDER NO. 2329564

Desired outcome: IMMEDIATE ASSISTANCE AND REFUND

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4:12 am EST

Pick n Pay Product not received

Bought product on 31 Dec and have not received it. Phoned customer care several times and when they transfer the call it gets cut. Emailed and no reply. Very disappointed with the poor service I have received

You can not get hold of anyone to assist you. When they give you a number it is the wrong number

At this moment I am extremely frustrated and angry. Just give me the money back ASAP

Desired outcome: Give money back if you can deliver immediately

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6:28 am EST
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Pick n Pay Gas stove

My name is Koketso Mabunda, on the 5th of December 2021 I purchased a gas stove at pick n pay hyper Faerie Glen and it gave me problems. And on the 22nd December 2021 I returned it and was told that it'll be taken in for repairs. I was informed that they'll call when the stove is fixed. Today is the 10th January 2022 no call from pick n pay. I had to call and ask about the stove and I'm now being told that I have to call on Wednesday or Friday and check if it's back from being fixed. I'm using airtime to make the call, I'll have to use petrol to fetch it. Why should I call them as they are the ones that has to inform me about the stove. I'm not happy with the service and incompetence of the store. I bought the stove because I'm reducing my use of electricity. I'm using prepaid electricity, now it's extra cost for me. Please assist
Thank you 🙂

Desired outcome: Stove and compensation

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1:31 pm EST

Pick n Pay Product complain (black forest cake)

I bought a Black Forest Cake at the pick n pay at Delmas 03/01/2022-16:21 for my wife birthday. When arrive at home, after the children sing for they mother. She cut the cake for them and they complain about the bad smell from the cake
I tested the cake and it was bad.
I am going to take back the cake to the shop in the morning. I am logging my complain.
It was testing bad and smelling bad.

Desired outcome: What pick n pay can do to make my wife day happy.

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4:08 pm EDT
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Pick n Pay Poor customer Service

I encountered poor service from a cashier. Thandi Eli Banda. May I Please have a feedback on what measures you taking.

Desired outcome: Desplinary

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5:57 am EST
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Pick n Pay Clothing Store Westville

I received a Xmas dress from a friend. I changed the item in Hillcrest and had to pay in R40 extra. The dress was originally R139 plus my payment of R40 extra it now was R179.00. Understably right. I then tried the dress on and did not like the way it fitted. I decided to go to Westville to change it. Now the lady said she could only refund the dress(179.00) at the sales price. R139.00. But I said that is NOT right, the amount of 179.00 was paid. Which means Mr Ackerman get R40.00 for Free? The Branch Manager Brian also could not understand the complaint? I paid R179.00, I want R179.00 back. Simple Maths? What has happened to the Customer Service now days?
I only hope and pray we all get a response back and that Pick n Pay give satisfaction back to their Customers. So please Mr Ackermann, some of your staff need training. And NO SIR, I CANNOT AFFORD TO GIVE YOU MONEY FOR NOTHING. YOU ARE RICH ENOUGH.

Desired outcome: To get back exactly what I paid for a dress.

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2:12 pm EST

Pick n Pay I have not received my refund for a cancelled order

On 16 Dec 2021, I placed an order via the Pick n pay bottles asap app. 15 minutes later I got a message that 3 items were not available could I select substitute items. I could not find any, so decided to cancel the whole order. I called the local store (Observatory) to ensure that the order was cancelled as I the call centre was closed. The next morning I contacted the call centre to confirm that the order had been cancelled and that I would get a refund. They said they had tried to refund but the transaction would not go through. I contacted by bank who said the refund could only be processed once it was actually in Pic n pay's account. On 18th I called Pick n pay to advise that the money had come off my account and they could process a refund. Today is the 27th Dec. I have spoken to 12 agents almost on a daily basis and am still waiting for my refund. I am appalled. I think I may just walk into their head office and demand a refund. I just don't know what to do.

Desired outcome: I just want the money back

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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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