Pick n Pay
reviews and complaints

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.

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.

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...

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]

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.

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.

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]

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?

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]

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!

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.

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.

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]

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.

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

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

I bought the juice on 31.05.2019. Upon wanting to break our fast with the juice we discovered that the juice has gone off. upon investigation we noticed that the expiry date on the juice was 31.05.2019 and the sell by date of the juice was 24.05.2019! yet the juice was still in the fridges when I purchased it on 31.05.2019.

We bought it by Pick N Pay, V&A Waterfront branch. the barcode on our slip is 99910231270166331823 Time of purchase was 20:53.

I am disappointed at the service and would like to request a refund as I have just wasted R52 on a juice that I did not consume.

I would like a call back with a resolution please. My Number is [protected] (Wazeer Davids). If you require any further details i am willing to supply you with it. email: wazeer.[protected]@capetown.gov.za

I bought a gas heater last year (2018) july and within 2 weeks it had a problem, switches on and after few hours it's automatically switches off.returned it and was referred to a guy called Nhlanhla who is the HOD of appliances at Northgate.the guys told me he will book it for service and it was a bit concerning to me as the heater was 2 weeks, it took about 12 days and it was back with a report that nothing is wrong, I took it back but the problems still persisted and I took it back again and it was again booked in and I asked why do I feel like a bought a second hand heater with so much money I can't have a heater and hardly a month it's on second repair the same Nhlanhla was so rude and told me the proble is we don't know what is meant by guarantee I felt insulted and disrespected but I allowed him to take it in, the report was shocking it said I should open windows when the heater is on which I felt it defeat the whole idea of buying a heater. I took the heater and the problem was still on, I went to him and told him the problem is still there and he told me they don't have heaters as winter stock was sold out and immediately when they got stock this year he will replace it.i just realized now that it was his tact to get rid of me this year I returned it this time with a video of the problem and he said I must bring it in and they will switch it on to see the problem and when I came back I was told the heater doesn't have a problem.listen it's not about money it's about paying for satisfaction and quality.today me and my kids are sitting with a blanket because the heater switched off again an pick and pay Northgate Nhlanhla feels he rather have unhappy client rather than loosing money by replacing the heater. I want to know where can I take it further because I'm really not happy on the bad service I've been given by pnp Northgate.im going to take this matter further until I'm heard because I sent an email to customer complaints last year to this day no response.where can I escalate this matter to?please assist

I have complained about the poor stock on no stock on the shelves at the Northridge Mall branch numerous times with NO improvement whatsoever. In fact after you revamped the branch it is worse that ever! Today when I tried to shop at this branch there were almost NO Robertson Spice. Two short rows and the few spices there were were duplicated to fill up the row. There are NO Robertson Master Spice blends and a few boxes of the larger economy refill boxes. Three or four blends and the boxes were duplicated to fill up the space. I asked the customer care lady about this and she said that the headoffice discontinued the Robertson Spices that is not on the shelf. I cannot believe this! It is rediculous to shop in a store that do not stock Robertson Spices. why don't you just close the store. The Fruit and Vegetable shelves were almost all empty - as it is most of the time. The Moirs and Trotters Jellies have dwindled to the extent that there is about four flavours of each make on the shelves. The same with the Royco and Knorr Sauces - you must take what there is because there is a very small variety. I must now shop at Checkers to replenish my Robertson Spices so, I might as well do all my grocery shopping there. Do you want to build up a business or bankrupt it? I can understand that if a line of products move slowly that the decision is taken to not stock it anymore...but thousands of customers uses Robertson Spices, Moirs and Trotters Jelly, Fruit and Vegetables. I think that I must write a letter to the CEO about the poor stock position in this store maybe customers will get a better reaction from him

The PnP, George (Knysna Road), is driving me crazy. The stocks are way down. PnP is dictating what I can or cannot buy by discontinuing products. As example. There is no Rose's Lime Juice. In fact, There is no Rose's marmalade.
I am frustrated by PnP staff who push past or make one stop so that they have sole right of way.
I am angered by till staff who enter into conversations before assisting the public.
There is am express till, which only opens at 10h00. On many occasions, the express line is still bot open by 10h30! When it is open, there is, usually, one tiller. So when a problem arises we have a bottleneck.
The Monday morning magazines are not out by 10h30 (all the other shops are, but not this PnP).
PnP has lost the plot!