Pick n Pay
Reviews and Complaints

Pick n pay smartshopper rewards complaint bp petrol points not allocated.
Below shows in detail where I contacted pnp and explained that I could prove purchase but their system was off line.
A reward program should enhance the shopping experience not leave one feeling cheated that you drove out of your way to get petrol to be denied the reward.

O8/10/20
I have no record of a reply. Would you like me to take this complaint to the authorities?

Stephen m doherty
Financial consultancy services & kapiti broker group
Fais act license numbers 13845 & 13844
P.O. Box 2027 honeydew 2040 johannesburg. Telephone: 011-793-4871.
Cell 082-897-5299. Email: fcs@global.co.za efax 0866-890-499 — forwarded message — Subject: re: doherty sm pnp bp purchase 280820 ccf_10092020_090703. Pdf
Date: fri, 18 sep 2020 10:23:38 +0200
From: stephen m doherty

To: customercare@pnp.co.za

Your reply is both unacceptable and insulting. I sent you proof of purchase and my membership card and number. Obviously there is no slip as you system was off line!
I attached a copy of my credit card account as further proof for both times your system was offline when I bought the petrol goods from your preferred provider, bp. Please credit my account with the points due and confirm same.

Stephen m doherty
Financial consultancy services & kapiti broker group
Fais act license numbers 13845 & 13844
P.O. Box 2027 honeydew 2040 johannesburg. Telephone: 011-793-4871.
Cell 082-897-5299. Email: fcs@global.co.za efax 0866-890-499
On 17/09/2020 11:23, customercare@pnp.co.za wrote:
Good day stephen doherty,

Thank you for contacting us. We appreciate you taking the time to write to us.

Please note we have received your email and we will not be able to assist without the slip as the transaction is also not picking up on our side.
We apologize sincerely for the inconvenience caused.

We value you as a pick n pay customer and are committed to improve continually on our service levels.

Should you have any further questions or queries please feel free to give us a call on the number provided below.

We can be contacted during the following office hours.

Monday - saturday : 08:00 - 19:00
Sunday & public holidays : 09:00 - 17:00
Customer care line : 0860 30 30 30

Kind regards,
Pick n pay customer care
Customercare@pnp.co. Z

12/09/20

Sadly, the slip you require was not proffered as I was told the system was offline. What now?

Stephen m doherty
Financial consultancy services & kapiti broker group
Fais act license numbers 13845 & 13844
P.O. Box 2027 honeydew 2040 johannesburg. Telephone: 011-793-4871.
Cell 082-897-5299. Email: fcs@global.co.za efax 0866-890-499
On 12/09/2020 14:47, customercare@pnp.co.za wrote:
Good day stephen doherty,

Thank you for contacting us. We appreciate you taking the time to write to us.

Please note we have received your email and please may you send a copy of the bp declined/offline slip that shows the smart shopper card swiped with the error code, so we can escalate for the points to be loaded.

We apologize sincerely for the inconvenience caused.

We value you as a pick n pay customer and are committed to improve continually on our service levels.

Should you have any further questions or queries please feel free to give us a call on the number provided below.

We can be contacted during the following office hours.

Monday - saturday : 08:00 - 19:00
Sunday & public holidays : 09:00 - 17:00
Customer care line : 0800 11 22 88

Kind regards,
Pick n pay customer care
Customercare@pnp.co.za

10/09/20

Please add my points to my account as the system was offline when I bought petrol.
Thanks

Your message is ready to be sent with the following file or link attachments:
Doherty sm pnp bp purchase 280820 ccf_10092020_090703. Pdf

Note: to protect against computer viruses, e-mail programs may prevent sending or receiving certain types of file attachments. Check your e-mail security settings to determine how attachments are handled. — Stephen m doherty
Financial consultancy services & kapiti broker group
Fais act license numbers 13845 & 13844
P.O. Box 2027 honeydew 2040 johannesburg. Telephone: 011-793-4871.
Cell 082-897-5299. Email: fcs@global.co.za efax 0866-890-499

27/08/20
Please add my points to my account as the system was offline when I bought petrol this afternoon.
Thanks
Your message is ready to be sent with the following file or link attachments:
Doherty sm pnp bp purchase 270820 ccf_27082020_130136. Pdf

Note: to protect against computer viruses, e-mail programs may prevent sending or receiving certain types of file attachments. Check your e-mail security settings to determine how attachments are handled. — Stephen m doherty
Financial consultancy services & kapiti broker group
Fais act license numbers 13845 & 13844
P.O. Box 2027 honeydew 2040 johannesburg. Telephone: 011-793-4871.
Cell 082-897-5299. Email: fcs@global.co.za efax 0866-890-499

Dear Sir/Madam

On the 21/09/2020 I went to buy at picknpay Evaton Plaza [protected]) around 15:05 I was at the till to pay two Oros amongst other which were displayed on promotion as two for R60 when u buy original Oros but Ms.Thandiwe Kheswa (cashier) did not offer me special price as declared then line manager was called but she ask shop manager Mr. William to help instead of solving the problem to offer special to me like it was declared, he told them to hide the instore price tag and told me that he wont give me that special as I saw it with rude manner and he left me there refusing to give me his superiors contact when I requested so and told me that all matters end with him. Then I decided to call number on the receipt of which I was put form pillar to pillar till my airtime was exhausted without help. May I be paid my difference that I had paid which is R15.98 and discipline the manager which was so rude to me instead of solving the problem in a professional manner.

yours in anticipation
Ms. Pabala
[protected]

I went to pick n pay express kliprivier yesterday to buy chips when I got there the lady was serving someone else then I ordered after the gentleman I got there I ordered chips then the lady said okay, then another gentleman walked in then the lady served him before me I didn't say anything then walked in another guy, the lady served the other guy before me again which got me frustrated then walked out, I would like to know if chips don't take priority for you guys?

I bought an ice cream at pick npay in the 22/09/2020 @ 18H59 .on the 24 /09/2020 I opened it to find it was not in good condition .It was late already for me to go to the store .the next day which is 25th @ 17H15 i went to the store for an exchange .

I was helped by some guy who didn't have a name badge, who later called some lady and introduced her as the supervisor who also told me that she doesn't deal with frozen food.

I waited for a good 15min for someone to assist me of which Nonkululeko who is a Frozen merchandiser tried to help me but the manager by the name of Stanley to her not to exchange it, because I was suppose to bring it the following day not after 2day .

I have never felt sk humiliated and small in my life that I ended up just taking my slip and left the store .

Old doughnuts, this is my third time buying rubbish. I cannot be coming to the store everytime and expected to check the dates on food that is soppose to be fresh and find old baked food on the shelves.. And wen I complain am expected to stand up from my comfort zone and return the nonsense... This is unprofessional. U cannot put old baked food on shelves. Am tired of buying rubbish

Dear Pick n Pay,

I trust that this mail finds you well regardless of this unusual season that the whole world finds itself in.

Today, 14 Aug. is my special birthday.
I am a loyal Pick n Pay customer and has used a Smart shopper card since it's inception.

When I received the email below, I was excited that Pick n Pay acknowledges my loyalty and decided to send present me with a gift from Jamie Oliver Kitchen knives.
More so, I have been contemplating to buy some knives.

So I went to your Greenstone branch today, excited to receive my birthday gift.
I actually did not feeling like going anywhere today but had to go to Pick n Pay as the message stated that FREE "gift" must be redeemed before the 16 August 2020.

To my sad disappointment on my birthday, when I got to Pick n Pay Greenstone, I was told that I had to produce a card full of stamps in order to qualify.

What was painful about this was that the email received did not mention anything about me having to produce something in order to redeem the gift.
This made me feel embarrassed in front of other customers as the lady who attended to me was also not so friendly.
The desirable resolution is for Pick n Pay to present me with the Jamie Oliver Kitchen Knives as stated in their email.

Is this how Pick n Pay treat their loyal customers?
Please advise?

Yours Faithfully
Mrs Mapula Evelyn Ngwenya
Pick n Pay Loyalist.
[protected]

From: Mapula Ngwenya

Dear sir/madam
I hereby to lodge a complaint that has happened at pick n pay, wellington, cape. I went to shopping at as usual as reside in same complex pick n pay is located. I got a supprised whereby the security guy by the name abraham januarie came rushing in the aisle and claimed I must beremoved from the premises, I was shocked, then they started assaulting and strungled then handcuffed me and sent at back cages and they said I must wait for police to come and police came and apologize this behaviour, he claimed that he received an instruction senior security guard by name louw, I open the case of assault, howver I am banned to shop at pick n pay of which I dont mind to bother in their shop if they want black to shop there but I want to return my blood or restore my dignity but I am prepared to die if needs be!

On 29 July 2020 I went to the Tygervalley branch especially for the milo that was on special at two for R90 00. The cashier, namely Nomawabu mPono, refused to give it to me at the special price even though I presented the flier on which it was advertised. She said that she had to go by the price that showed up on the till. I refused to pay the normal price of R54 99 each and then proceeded to the Willow Bridge branch where I was in fact able to purchase it at the special price as advertised.

Kamogelo from pick n pay diepkloof square in soweto is misleading customers with information which is not true... Chatting to his colleague while leaving the queue long not informing the customers... When you approach him he is rude and tells lies... I informed the store manager dipuo who confirmed that kamogelo told me lies.

My name is gerhard dedekind and on the 11th of June I found that I lost my smart shopper card. I went to the local branch and they issued me with a new card. They told me to contact RCS to link my credit facility which I did. The consultant asked me to send my id and 3 signatures to the fraud department and I sent it on the 12th of June. I followed up on the 19th and the lady told me that she didn't receive anything and she hung up. I sent another 4 mails with my id and signatures. I sent an email to customer care on the 30th of July no response and yesterday still no response. It is the worst service I ever got. Can somebody help me please [protected]

I would like to express my deep disappointment at pick n pay. I have a few points of dissatisfaction I want to point out. pick and pay has blocked my store account without prior notice. Prior to this, I was called by a male agent who requested payment and I made the payment. I further went on to call the call centre to verify this a couple days later and was informed that payment did not go through. I went to shop at a store and shopped. Days later I was called by an agent who asked me about payment and stated I paid the above amount and asked him to send me a statement of account and payment due which he did, and as reflected my account was up to date. And only then did I go to shop (well that was the reason for my call at the call centre, which proved fruitless) and next payment due was r142 in july 2020.
 I then went to shop again and my card was now blocked., when I called the call centre I spoke to a yolanda who informed that my card is blocked due to the covid and customers are to pay bills asap!.  the call cut when  I asked to speak to  tm. I called again., I spoke to an amanda. Who then said to me the account is blocked due to the late pymnt on the account, and that customers were informed about the blocked as it was uncertain times etc... I was at the store at that time with my purchases and was not allowed to shop, I asked for a senior, a davido who was a supervisor who also was not helpful, sated that the agent was new and failed to notify me of my block on the account (I dont understand how that is an excuse i  can accept from such a reputable company) as my account is still blocked

PICK n PAY ACCOUNT - MRS IP HOWARD - ID [protected]
CARD NUMBER: [protected]

I have sent this complaint to [protected]@pnp.co.za. Would like to know what the turnaround timeframe is for their response. Their reference of the complaint is 393982.

My name is Alicia Bellairs, daughter of Mrs IP Howard who stays in Port Elizabeth. I am currently living in Cape Town and is the only daughter of the above. My mom is a pensioner and is not in a financial position to pay this account. I am handling her financial affairs and would like to take over this account with immediate effect. My mom at her age has no one to take care of her and I constantly have to stay in contact with her due to her medical condition especially during this difficult time our country is facing.

It is with great disgust that such a large store Pick 'n Pay has no empathy and just deduct the amount owing from a vulnerable pensioner's bank account without her consent during this lockdown period. My mom is almost 80 years old and unfortunately cannot afford to pay this account due to rental and essential commitments.

My mom has no resources to contact nor to email Pick n Pay due to non accessibility and is not by the means to do so. As her daughter I have to assist my mom. She is living alone in a retirement village in Port Elizabeth and it is with great concern to learn that Pick n Pay is not reducing her monthly payments during this lockdown period (COVID-19) our Country is facing.

I request that you please not deduct any amount from her account this month as she does not have the funds to pay. I urge you to please contact me in future w.r.t to this account. Kindly provide me with a breakdown of your statement in order for me to arrange payment on this account.

I am in a vulnerable state and working from home with 2 grandkids does not make life easy which leads to psychological strain on me as a single grand mother in Cape Town being the epicenter. I have tried to call the call centre many occasions and have been cut off. Calling from a cell phone does not make it easier as I do not have a land line from home.

I am grateful for the essential workings during this period and do have empathy for your workers.

My name is Alicia Bellairs and my contact number is [protected].

I await an urgent response to arrange payment on this account.

Regards
Alicia

Second complaint of your food that is rotten and smells off. Once I emailed customer services about the bad fish nd taste from your dehli.. They sent me a email saying I might have missed the response but when I emailed back to say I never had a response from you, you never bothered to respond back.. Now halve of the batch of eggs I bought from you was rotten. I emailed your customer service and got an email back saying I might have missed your response but you never responded to me. I emailed you back to say that you have never responded back but you didn't bother. Are we paying to buy rotten food? Should we be paying to die?... I posted on your fb page but my post got blocked... Disgusting serving... I am shocked that i've supported your device for years... I'm dusgusted, upset and irratated that you would treat me like this.

Placed an order in the 25th March, at an agreed time slot available in their website for the 4th April. It's not the 8th, my order has not arrived and I am not able to reach anyone to confirm if it will arrive, when it will arrive and what exactly will arrive. PNP is not answering their phones or their customer support email addresses. This service is appalling. The world is in crisis but you don't offer services you can't deliver and you don't neglect your customers. I would be sympathetic if someone had made the effort to call and update me but absolute silence is not acceptable, especially since the same service delay apparently does not apply to debiting my account..

I am still awaiting order #0025463395, which was supposed to be delivered on friday, 2 april 2020 (please note I placed this order 7 days ago) after the store manager assured me that my order will be delivered first thing on saturday, 3 april 2020, it is now 11 am and I am still awaiting my order, yet you had no problem deducting the full amount out of my account on wednesday, 1 april 2020, please respond to this email, otherwise you leave me no alternative than to report you to the consumer board. Your staff at hemmingways mall have put the phone down in my ear. Excellent customer service! Well done pick 'n pay!

We have been sending them emails about a non-compliant electrical product which Pick n Pay is selling and they do not reply

I have a voucher from an international manufacturer for replacement of faulty product. At the checkout this voucher caused a problem involving 5 staff members for about 20 min. Eventually one of the supervisors said that this is not a voucher bespite the word being in big bold letters, to be honest the staff were making little to no effort to assist. In frustration I left my entire shop and went to another retailer. PnP spend some time to train your staff.