Pick n Pay
Reviews and Complaints

I am absolutely disappointed in the service I received at pick n pay musgrave last Sunday. I had a back ache and used a trolley instead of a basket fir a total of 4 items in the express till and the packet was extremely rude to me although I had explained that I just had four items. After handing us baskets when we were ready to pay she then went on to tell me in her language that I was making a noise when I was explaining to her that it was not needed and yes I do understand that I'm using a trolley but it's only 4 items. The cashier had no problem with what carrier I used to get to the till. Before I left I told her that she was chasing customers away with her approach but she didn't seem to care. What do you say pick n pay when you solo shoppers choose to use a trolley because they are unwell or worse what if I was a person with a disability? Is this the manner in which we should be treated at pick n pay musgrave centre in Durban South Africa?

I am so disappointed in the service I received from cashier Mmathapelo who worked at the kiosk at the northridge branch on the 05th of November 2019.I went to her while she was at the kiosk and asked her if I can come pay she didnt answer me then eventually I went to my surprise she didnt even greet me while I was greeting her and I asked her why she didnt greet she just said to me no she's busy fixing her system. I go there every day but with the service I got today I will never set my foot there.

The customer service is terrible, and it has been so for a long time. There are so many staff members on the floor, not working but chatting in groups. I asked to be helped i just got a stare and asked "what do I want". Not by one of the staff members in the groups but from an employee I basically had to force to acknowledge me.

Also the staff has no product knowledge, I was looking for photo albums he said it was by the toys. I assume it was just said to get rid of me. When I asked another staff member they suggested I go to Checkers. Nice one.

The cashier never greeted and just clicked at me when it was time to pay with my card. The only person who was decent was the till packer, seeing me with a pram she asked if she could get me a trolley. The "supervisors" just stood in front staring at me while I plod along with my bags and a pram hoping for the best.

Again, terrible terrible service. It was such a good store many years ago now I avoid it. So do all my friends and family

I purchased from their Butchery prepacked Pork leg Chops. These were packed and wrapped and presented on a polystyrene tray.

The presentation of the item was that of a well cut and portioned leg chop.
Upon opening there were 3 leg chops presented. The leg chop on the top of the pack which was the one visible to me was well cut and presented.
The leg chops which were packed underneath the top presentable leg chop, looked like road kill as if they had been hit by a 20ton Truck.

To me they were covering up very poor butchery workings, and should be ashamed trying to hide imperfections underneath items.

These leg chops were so badly presented one could not utilize for any decent presentation.
Whatever one could salvage from these broken bones and shredded flesh was minimal.

I have been in the Catering Business for more than 40 years and know good from unacceptable.

28 Oct 2019 Pick & Pay CampsBay Cape Town
On offer medium size bananas at R 17 per kg
Special offer with 25% discount sticker: small size bananas in a packet for R 16.

This strongly suggests they are offering these cheap small bananas at R 16 per kg less 25% discount.
Not so. After further investigation I was told the 25% discount only applies if I buy 5 packets that have such discount sticker.
What is worse: these packets with small bananas only weigh 600 grams, so that they actually cost R 26, 67 per kg and even with the 25% discount they result in costing R 20 per kg, or R 3 per kg more than the better quality bananas.
This is cheating the consumer.

I various occasions i have bought items at various pick n pay, this is in order to get the rugby cards for my son, the unfortunate thing is, every time we get more than one set all the cards are the same.

Does the packaging of these items not get controlled that you alteast get a mixture of these cards.

My son is losing hope of fully collecting all before the promotion end due to your bad packaging skills

Good day Sir/Madam

This is my second complaint. The first complaint I never got any feedback and I still have pictures and the till slip. I always buy pick and pay brands but this days i am getting a low standards. I bought quick frozen wings, the no name brand. I went straigh home and kept them in the freezer, no temperartre abuse. I never even thaw my frozen products and refreeze them becausei know the danger that may arise from the thaw-freeze process. Yesterday i cooked my wings, and as i was eating, there was an off flavor coming off as i was chewing. Not a chicken flavour but an offish flavour. I didnt enjoy my dinner i was so angry that i made a commitment that i will never again buy any pick n pay brands.
I trusted you but you keep disappointing me. What makes me more angry is the fact that you dont respond back to my complaints.

Today at about 11.00 I visited your Petervale Branch to purchase a few items as I do at least 3 times a week. Why considering the absolute rubbish service in general received.
I went into the general retail area and service was good and then I entered the liquor section what a difference. The young lady couldn't even bring herself to talk to customers "NOT EVEN A GRUNT". No please no thank you and when I pointed this out - nothing. I then asked to speak to the manager. Response was if you want to speak to him go into the retail area. Is that any response?
Went into the retail area and after demanding to speak to the manager (yes demanding because I was ignored by staff for 5 minutes) I eventually spoke to Thabo. He said he was the manager.
Hopefully he will sort it but based on the general service levels experienced at this branch since it opened I doubt it.
Really this branch, with the exception of some very good staff is a disgrace.

Jim Kelly

PS In the liquor store a fridge door is propped closed by a wine box since you opened. A sign of poor management and maintenance.

Took the milk from the shelf where the price was R74.99 got to the till it was R84. 99 when I said I saw it for an amount R74.99 We were told that the codes where not the same.My husband and I said how were we supposed to know about the codes as we don't work for Pick n Pay.The manager did not even give us attention just told as it is and ignored u

After I was very impressed with my first online shopping at PicknPay I did it again. What a disaster!
I ordered 10 pieces Clover Springbok unsalted Butter and had to pay R40.00 for delivery. When the driver arrived we were both quite astonished to see only 1 piece of butter in the container. The price for the one piece was R69.99 - plus R40.00 for delivery. I refused to accept the delivery. This happened Friday afternoon, 04 October. On 08 Oct I was informed that there was no more stock available, so they sent only 1 piece of butter. Such a delivery, without any information, makes absolutely no sense for me. But worst is - I am still waiting for my money to be refunded and I had my smart shopper credit deducted from the shopping price. On 15 Oct I was informed that they escalated my complaint. I am not sure, if they will manage to refund my smart shopper credit as well as I haven't heard anything from PicknPay until today, 20 Oct. So this was definitely my last online shopping order with PicknPay.

I went into Pick n Pay store in Claremont on 19 Oct 2019 with my 1 year old daughter in my 1 arm and my gym bag in the other, I went directly to the kiosk to withdraw R50 to pay for parking, directly after receiving the cash on my way out I was stopped by security to have my bag checked ! I asked what the reason for this is because I literally came in a few seconds ago walked straight to the kiosk withdrew cash and walked out . I was told some rubbish about staff procedure to which I've answered but I am not staff. Anyways my bag was unzipped only to find my gym clothes along with baby's . I am outraged at this because I frequent the gym that's right next door to pnp and often stop by the store . I have no idea what triggered the suspicion, I am a chartered accountant who came to withdraw cash from my platinum bank account only to be asked to have my bag Checked by security in public! I am disgusted at this services .

Hi i bought this tv about 2 months ago, i was having trouble with the pre loaded netflix and queried this firstly with netflix who told me to uninstall and install again, i tried to do this but nothing works and it is not on the play store.
I went to constantia village and asked to speak to someone who knows what i can do but nobody has a clue on TV's so i asked for the technical person to call me, i am still waiting, i did this numerous times and the last time i went in i spoke to the assistant manager Astin who said that a guy by the name of Lorenzo would call me the following day well this never happened.
I really want to sort this problem out but cannot get anyone to help me.
There is no after sale service!

To whom it may concern.
Every summer the whole shop's aircon systems are off. It is very hot inside and I am scared to buy food like eggs and bread.
Monday mornings the shelf's of fresh vegs and fruit are almost empty. I always have to wait until the afternoon to get fresh food.
The butchery always smells awful! It smells of hot and off meat. I don't buy any meat there anymore and have to go to the other side of town for fresh meat. I live one block from Pick n pay and it's very inconvenient to go to another place for fresh meat.

Regards
M Theron
[protected]

The Cashier and around the cashiers are surrounded with goods. it is terrible and irritating. One cannot even more around the trolley to unpack the groceries . Makes the place look dirty and cheap.
The shop was revamped not too long ago and it looked so beautiful until they started placing all items at the tills and around the pilars of the place. if there is a small Q at the tills no one can pass to walk to other side of shop.
Just makes the place look very unorganized and not neat. Hope someone can have a look and to some re arranging please as it is a convenient place to shop but very uncomfortable.
thank you

i participated in promotion that ended 04/08/2019, when i went on the 04/08/2019 to collect my pan they told me to come back thursday(08/08/2019) and i did. then they asked me to come back monday(12/08/2019), which i did and on that day the took my contact details and said they would call me.two weeks went by and nothing so i went back on 30/08/2019 and was told i would be contacted as there is nothing they can do for me. Went back again twice last month and they offered me no solution to my dilemma. All they said was that there are no pans available and i should wait for them to call me. when i inquire when i should expect the call, they just told me i should just wait. its been 2months and the customer agents have never contacted me or explained what went wrong with the promotiom. beginnig to think it was just a scam to con people off their money.

Cashier at till 16 on Monday between 8am and 9am 14/10/2019 didn't greet me after I greeted her in a very friendly way and humiliated me by loudly asking me if she called me when I approached her till as the last woman finished paying. She was an elderly lady wearing a black cardigan so I couldn't see her name badge (either she wasn't wearing it or was hidden behind her jersey). She proceeded to say something to the packing lady about me in a language I don't speak, who's name badge said she was Lorraine. I don't think it's appropriate to talk to customers like that and I did tell her she was being very rude. I will not be shopping at Pick and Pay Little Falls in the future if this is the attitude of the staff.

Thanks

To Whom It May Concern,

I would just like to express how upset I am with regards to a bad experience I had at Pick n Pay Noordheuwel Krugersdorp. Just to put on record that I have been a customer at Pick n Pay for many years but honestly don't feel like supporting the store after what I went through this past week.

I went to the store on Thursday the 10th of October to buy a few groceries. When I got to the bakery section to buy rolls, I had to wait for two staff members to finish having a conversation. I eventually ask if I can get service, to my shock the one staff member turned to me to say "You haven't been waiting long" so SHOCKED at his response. I have been in sales for over 20 years and I would never had spoken to a client in that manner. I then said I will be reporting the service I just received. He then said, with an attitude "do you want my name", I replied Yes. He starting writing his name and then crumpled the paper up. I was so upset and decided to go straight to management. When I got to management, he was already there. The manager said can she apologies on his behalf, he was right there and could hear everything. I replied and said, it is not your fault and don't feel that she should take responsibility for his actions. He still would not apologies. Another manager came over and said he will sort it out. I was so upset, I asked for his name and there name, which they gave me. Then another women came from the bakery, I think she is in charge of the bakery. She was very upset with him and not sure what she said to him, but was not happy with him. I thanked her for standing by me, really appreciated that she saw the customers side of things. What also upset me was that he was the disrespect he showed towards me and his superiors. When I was talking to the manager, he was grinning and I did point that out to her but he did not care or nothing was done about it (I felt he was trying to humiliate and embarrass me, so disrespectful). So sad how bad service is getting out there, we spend a lot of money with pick n pay and if need be I can do a spread sheet of what we have spent, besides cash purchases. (My Pick n Pay card can also show that and will pull bank statements to prove it). I would like him to apologies to me in person and also be reprimanded. I nothing is done about this, I will have to take it further because I honestly am sick of the way customers are treated. While I was there that day, two customers approached me and said that they too have had bad experiences. The one customer even said that she has left her trolley and gone elsewhere because of the service. I eventually left and only then realized that the manager didn't even asked for my details, so in actual fact they were not going to do anything about what happened. I didn't go back to give my details because I needed to calm down because I really was upset.

Please could someone get back to me with regards to this, if you are not able to do anything please let me know as I would then need to take it further.

Here below are the names they gave me, not sure what the man's name is but I have attached a picture of him.

Gcina Tuala (Bakery Manager)

Thank you

Tania Bishop
[protected]

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.

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.