Pick n Pay
Reviews and Complaints

I always have a good experience with the shop and the staff, but when they start not checking or not caring for people that will be a big problem for all of them, as this can be taken higher, the mice almost killed my husband and I did not say anything but now again with the wros, using my last my as I am not working just killed me and made to do the review.

Very angry still for an ASAP order that was 3hours late. Order at 10;27 only to receive order at 13;19. No apology from driver as he stated that it was not his fault. Shop was not busy, and my order was packed and stood there being ignored, and this was not the first time I've ordered. We (had visitors)

had a very poor Sunday lunch due to the lateness of my order. Your ASAP customer services are useless. logged 4 complaints only to receive a response at 18;00 to stated that your query was resolved. Really!

This experience left an unsatisfying taste in our mouth, but literally did the yoghurt we ordered. We placed an order online, it was delivered Saturday morning after all the complications of completing it anyway.

With the order were yogurt ( on a deal ). When we wanted to use it Saturday night to serve to our guests, as part of a salad, we came to terms that the taste was off and It has expired the 19th of November. With an embarrassed face we had to take the bowls from our guests.

I phoned the customer service Sunday 3 times, and were cut off all those times when they picked up and transferred the call to what relevant department according to them. Till now no one even called back or compensated us for this ordeal.

I am so disappointed in the store Pick n pay and partners for selling expired stuff to us as customers to use. I don't have transport to go to a Pick n pay with this query, after all I don't really have to because the store needs to be sure of the products.

I hope to hear from you soon. I also attached the pictures for your reference.

I placed an order on Mr. D with the Makhado branch and received a wrong order. I called the driver and she informed the store. They called, and the guy who was helping seemed not to understand what was going on. There was a lot of background noise, quiet unprofessional!

A lady came on the phone to tell me they are sorting it out and will get back to me as they called the driver they think has my order. This was at 7pm. The things I ordered were supposed to be my dinner as I am stopping over in Louis Trichardt for work.

It is now almost 8pm, the store has not been picking up my calls. I have to leave early morning, I paid over R250 for my order and I don't know what I'm supposed to do with this bread and tomato sauce that was sent to me.

I want my money back.

Lerato Thipe

[protected]

Order#: GROC173731741

My name is lebogang, I bought the dessert bun at pick and pay maponya Mall only to find out their expired the cream tested sour and it upsetting my tummy.

I fail to understand why did the put an expired item on the table, I can't even return to moponya cause I stay far from the mall. That means you don't care about our health, I need to be refunded my money, if the department of health knew your selling expired food to customers worse these even a date written The 17th and today it's the 18th.

I am a regular pic n pay customer,at the Middelburg mall branch, my problem is with their staff members especially their cashiers, their behavior is appalling and disrespectful, 3 cashiers doing the late 7 O'clock closing shift where busy laughing and making jokes they where no where near the tills and when i approached as a customer they where busy making funny remarks. I didn't get their names. I am not the first customer to complain about their service it is that bad.

I made my order using the app and I got my order number 24950093 and it was on the 28th of June 2025. They never delivered instead they changed the status to delivered yesterday around 4. Even today they are still changing the delivery times even though they updated the status to delivered. I have been sending emails, calling them. Some of the consultants are advising that the matter will be investigated and I must wait 28hrs and the other advised that she could see that the order was not delivered. Their ASAp app is useless and should be discontinued as ot is not working.

I bough groceries yesterday and included Cienna’s. Upon arrival I noticed expiry date was 09/12/2024. I took them back this morning and asked them for exchange and use top up of what was left, the attendant did not know what to do and eventually he was advised to call the Manager. Two people appeared one male and other female and did not even introduce themselves and asked what my problem was. I would later learn their names as Anne and Kyle.

They looked at the Vienna pack and said they have not expired. In response I said but I am buying for longer use and will be impossible with expiry date. Kyle retorted in a patronising and condescending manner that some families eat. I said not mine asked him to stop patronising me. Long and short Anne came in and said o am loud and instructed lady to refund the money. No one has refunded the money I used for driving, the time or inconvenience. I would like action to be taken and briefed of outcome.

Good day

I bought a chocolate cake on the 22nd September 2024 at approximately 12h30. When I arrived at home and wanted to cut the cake I smelled that the cake is off. I proceeded to taste and that's when I tasted it's an old sour cake. I contacted customer care number immediately and it was such a struggle. One lady assisted me after several attempts and airtime wasted on customer care. The lady asked me to forward the pictures and up until today I never got feedback again. I lost my slip but I swiped my smart shopper card and I've been explaining that to all the people at customer services. I tried contacting the store manager as well but no response. I am so frustrated already because this old sour cake is still in my fridge. I live far from there store hence I contacted customer service first to explain my situation but all my effort is in vain.

I have been to pick n pay samntuli mall their services it's very bad...there are no shelf packers on the floor... When you see someone wearing their uniform u approach him or her and ask where can I find a particular item dey just say we don't have. Then u will go around the store by ur self until u get it and switch off the light while you are shopping.

On the 26/01/2024 I phoned the customer care service and lodge a complaint with Prudence. I distinctly told her several times that I purchased the product from Pick N Pay Tokai Junction. Prudence assured me that she had captured Tokai Junction store and that a Manager would call me back.

Approximately a week later I receive a call however from a Manager from the Steenberg store. We were both dumbstruck as he advised me he was confused after receiving the complaint as they (Steenberg) do not stock the Pick N Pay brand pies.

I then followed up on the 07/02/2024 and spoke to Chevonne. She then informs me that she has escalated the matter and that a Food technologist will call me back within 7 to 14 days.

I then decided follow up again today (16/02/2024) and spoke to a Jojo. Jojo then advised that on the 26/01/2024 when I lodged the complaint, Prudence indicated Tokai Junction in her notes but had captured Steenberg on their System.

The Pick n Pany brand pies sold at the Tokai Junction store tastes revolting. This is my second experience this year thus far with this product. These pies/sausage rolls do not come cheap.

Kind Regards

Ms Nicholas

The job card number is 08728 brought back the 18 December 2023 because it was not making the food warm.

I was in the store on the 13 January 2024 and was told that the unit was collected and that we will be contacted which never happened.

As per the attachments you can see how many times, I phoned Pick n Pay to follow up on my repair and each time I phoned I was told that Thulani will contact me back this never ever happened.

Yesterday (14 February 2024) I phoned and wanted to speak to a manager with was Elliot.

Also phoned him back after 3 hours after my first phone call in the morning.

He promised me that he would phone me back this has not happened.

I would like to know what is going on because not even management can take the time to phone me back as a customer.

NOT HAPPY [protected]

Good Morning

I placed an order 05.02 @10:12, only option to choose delivery as 14:00-16:00

@15:50 I phoned in as the order shows completed but no update on delivery, I phoned in 4x there after which I was advised they cannot get a hold of the driver or the store, at 16:20 I told the lady to please CANCEL the order and arrange a refund. This morning 06.02 I phoned in again as the order still has not been cancelled, I was advised they cannot get a hold of the store to find out what is going on, several calls there after still the same story. My order has still not been cancelled, no refund and also could put me through to a supervisor.

This is unacceptable as I paid for an order I didn't received, it cant be cancelled, I cant be refunded and nobody can assist me over the phone? Order #[protected]

My fridge broke which was still under

5 years warranty and on the 14 of December 23. I sent an email for the complaint to customer service and they said they have forwarded the complaint to the store.where I bought the fridge at pick n pay hyper South Coast.

Till today I still have not received a solution for this I gave them all the documents on time.

I am very disappointed of the poor service I received from them.

Now I am stuck with a fridge that is not working.

Today at 10:08 in the morning I walked into Pic n pay at wonderboom junction, wanting to buy a vape at the front, greeted the cashier, he completely ignored me and continued to look at his phone standing there for a good 20 seconds and there is absolutely no one willing to assist, so I walked out feeling completely embarrassed! It is not the first time something like this happened, but today was the last time!

I always shop at Pick 'n Pay, The Avenues, Hilton and have ALWAYS received the most OUTSTANDING service, I know your products and the quality thereof. I am on a business trip to Richards Bay and needed to get some very necessary items, so I decided to pop into your Meerensee after work... what a DREADFUL experience. The store was not busy, I needed to find out if they stocked any computer keyboards, there was no one on the floor to assist. I approached a cashier and her colleague to ask for assistance, I greeted both ladies who promptly resumed their conversation and ignored me, that is infuriating to say the least... I have been in the service industry for more than 35 years, my staff know that they may NEVER ignore the presence of a customer under ANY circumstance, After speaking to the manager, Lungelo, together with the cashier, Angel (who said that she never heard me)... OBSERVANT don't you think? I promptly left my loaded trolley behind. I WILL NEVER EVER support that branch. I am beyond annoyed and disgusted. I suppose nothing will come of my complaint though...

Generator not working. Dangerous and unsafe conditions exist during load shedding. Staff was understandably on edge to to higher shoplifting risk. Shop was dark and hence dangerous to clientele most of whom were elderly seeing as it was a Wednesday and pensioners day. Unacceptable. Occurred on 3/01/ 2024. Load shedding was announced to continue from 2/01/2024.

Store: Pick n Pay hyepermarket – Durban North KZN

On the 29th December 2023 I purchased a Goldair Air fryer as my tried and tested Phillips Air Fryer had breathed its last, having served me faithfully without a single problem for more than 7 years.

The sales lady indicated that the Goldair was a good equitable brand and I had no reason to believe otherwise. On the morning of the 30th December 2023, we made the our first attempt to use the air fryer with the humble fish fingers. It took more than 30 minutes to successfully get the fish fingers done. Now in the land of air frying…this is not good. I realized then that this machine was of a significantly lower quality than what I am used to. I therefore experienced a “change of heart” finding the quality of product being unsatisfactory. I attempted to return the product. No this is where the real distress and disappointment lies.

I was informed by the returns counter that the store manager said ‘NO” (presumably he will not accept the return). I found this rather strange as he had not even spoken to me. I asked to see him. He strode over in quite a belligerent manner of a person who had all the power and who had already decided on the matter. He proceeded to lecture me on the CPA and insisted that I had used the product. Which I off course did…having said so already and that is how I established that the machine was of inferior quality…not that it was not working or broken. This learned store manager (known to the general public), Mr Neren Neermul (or a facsimile thereof…given how he impatiently spelt out his name) maintained an obvious air of arrogance and condescension and spoke to me as if I was a naughty five year old trying to cheat him. I'm a 57 year man with fair and respectful credentials, and I resented being regarded and spoken to like a covert thief. After all, I am the typical customer that has for over the past 30 years made Pick n Pay what it is today. This year alone I had purchased a vacuum cleaner, a big screen TV (Skyworth), make at least 1 x monthly grocery purchases and more recently often do our online grocery shopping. I have never had the displeasure of dealing with the likes of Mr Neren Neerum…in Pick n Pay before and come to think of…in any other major retail store before.

Only after I spoke to head office (cape town) who put him on the phone with me, did he offer a modicum albeit a defensive apology, and a way forward iro of sending the product to the supplier. Clearly he had downright lied to head office that he had said this to me. My family and I have resolved that if the return policy of Pick n Pay is as the learned Mr Neren Neerum explained it (with his his explicit notion that we customers are too simple to understand the high order complexities of the CPA, or that all customers are conniving conmen trying to do in his corporate bosses), then we would no more need to buy appliances/ machines/ electronic products and the likes from Pick n Pay. If in the unlikely event I am forced to, I would ensure that at the least the store manager is not Mr Neren Neerum. There are many other pick n pay stores and further other retail stores.

I willingly and knowingly divulged my name in the interests of transaprency and accountability.

Lingum Pillay

Good morning,

My complaint was escalated, still not resolved or any feedback from the store.

I was on a business trip to Uvongo Shelly Beach on the day of Black Friday. I went to purchase the 2kg Omo liquid which was advertised for R59. As i got to the shelf I noticed the price and I asked a Pick & Pay employee who was at the detergent section, informed me it is not that price. I requested she confirms with the manager, however waited and had no response. I then purchased 4 of the 1.5kg liquid.

I was shopping at the Crescent in Durban on Sunday still Black Friday weekend. I then went to the customer controller out of curiosity to find out about that special, she confirmed it was but sold out. I explained my concerns at the store at Shelly. She tried to assist me by calling the customer controller and asked her to assist me in giving me the products at that price. She called me informing she needs to check on that yet it was on special. I had to call her several times to date no feedback. I eventually called and she was off, iI was directed to the manager Alan who gave me so much attitude. He advised the lady is on special and he also had a complaint from customer service about this, yet he still never resolved it. I also mentioned I am going to report his attitude, said I can. He asked me a question to why I had to go complain at another store and why did the staff get involved at that store. This is unacceptable. Pick & Pay is worldwide so if I as a customer want to shop at which ever branch should not be questioned.

As a manager he has no ethics no customer service relationship. He has no way in addressing matters in a polite manner. He is a rude and unhelpful person.

Please assist urgently in this matter, I as a customer want these products at the price that it was advertised.

Your feedback is much appreciated.

Good day,

I’m writing this note with great anger, disgust and disappointment. I am a young female who lives in Westlake. I was at the Pick ‘n Pay in Steenberg, close to Reddam house on Sunday, 10/12/2023. I walked into the store, I agree that I had been having some drinks so I was not my soberest at this time. I walked in chiming a song we had been listening to only to be rudely stopped by a manager, Mr Conrad. This escalated to us having a screaming contest because of how I was being treated. I do not appreciate this because even the Security guard, Godfrey was not his nicest. What I hate about visiting this store is that a black person cannot just walk in without my intention of going to the store being questioned. Godfrey had not only asked but even followed a person into the store wanting to know why one was in there. This is not just me but i speak for a community at large. They are quick to call a person disrespectful but, you only treat a person the way you would like to be treated. The way Mr Conrad tried to dissolve the situation did not turn out well. I am a very disappointed customer and do not appreciate the I’ll treatment I received at this store. I look forward to getting feedback on this incident.

Regards,

Phumeza

David Tannenbaum. PnP Smart Shopper [protected].

I am in the UK. (Tel [protected] 729056 email [protected]@sky.com) I ordered a birthday surprise for a friend.

Online o/n [protected] for delivery in Silverhurst/Constantia Cape Town.

Placed on 03/12/23 for delivery 08/12/23 for 6x6 JC le Roux Le Domaine.

ONLY 3 x6 were delivered and a birthday party almost ruined.

Notified PnP of short delivery, call ref [protected] on 08/12 and on 09/12 the day of party, nothing had been done.

PnP notified again by phone, to be told "It's the weekend" and the store (PnP Hyper Ottery) is not responding. They're busy!

Thank goodness for Checkers nearby and one of the guests who saved the day.

I request a refund for the 3x6 not delivered together with the delivery charge. Totalling R265.00 + 3 calls charged to me at GBP 15.00 = ZAR 360.00

Hi.

On Friday 24 November 2023 I placed an order to be delivered to 33 Lucas Street Newton park port Elizabeth at 9h40 in the morning.

It was refreshments for our paying guests.

The app said delivery will take place 11h00-11h30. By 13h00 the order still has not arrived and our clients left very disappointed and angry causing me a big loss in money/income.

I tried calling and setting this poor service right but was unsuksesfull in my attempts with pick n pay.

Is there anything you can do to help with my already loss in income and most probably future business loss from this specific client due to your poor lack of service..?

I await your speedily reply.

Jacques

[protected]

[protected]@gmail.com

On the 28 October 2023 I bought 750ml Jack Daniels for R299,99 which was supposed to be accompanied by two small bottles of Jack Daniels.

I was not given the small bottles and on enquiring I was told there was no stock and that I will be provided with these in the coming week after I purchased the Jack Daniels. On the 4th of November I received a call from Solly indicating that gift hampers have not been delivered and that he will follow up with me again.

To date I have not received any phone call nor my two small bottles of Jack Daniels.

Please assist.

Regards,

Mmamonyane

It has been 2 weeks since I requested a refund from Pick n Pay ASAP!
Since the 3rd of November till today the 21st of November the funds are not in my account.
For a huge company like this? I am ashamed I ever supported this company.
There is no service response or replies to my frustrations timeously. Replies are given 2 days after. Something needs to be done about this. You cannot hold my funds like.
They send me shots of the refund process, but the funds are not being credited to my account!

I'm residing in Glen Marais and all the time the bread is not available or even worse most orders are out of stock. The new app is worse and not user friendly at all. All orders are coming from Festival Mall and yet we have two Pick n Pay stores right in Glen Marais. This service around Glen Marais is poorest and mostly when orders are always not available, even when we have bought earliest in the morning. This is the second time complaining about your worst service.

I placed an order Sunday mid afternoon 29/10/2023 and im still waiting for my dogs food. it is going on to 9am and the app is still stating "up next preparing your order" I use the app as I cant always get to the shop and Checker around me was full for the afternoon.. I regret ever using PNP asap, its not user friendly, you cant track anything on it and no one ever gets back to you, I cant even cancel the damn order