Pick n Pay
Reviews and Complaints

Yet again we stood in a long queue at Pick n Pay, Paarl Mall branch this Monday, morning 11th February 2019. A young mother with a tiny baby called the manager over querying this and I overheard him say that there was a shortage of till operators due to absenteeism. Well I have heard that excuse before. Surely in the climate of unemployment in South Africa today there are thousands of people waiting to be employed - what is the matter with Pick n Pay, Paarl Mall branch? Does Pick n Pay not value its customers?

Good day,

Sent the below email to the customer service "customercare@pnp.co.za" email address found on the website, still havent received any response, absolutely pathetic service!

Date of purchase 27 jan 2019

Email dated 30 jan 2019 below:

Good day pnp,

Re: outdated pastrami purchased at your canal walk outlet.

As you can see I purchased the pastrami on sunday, 27 jan and to my shock monday when I opened the plastic, it was extremely smelly as you can see it's the colour blue in colour. I must add - the chicken pastrami was ok however not the freshest either.

Normally I would simply bypass taking time to write an email and decide to instead discard of goods im unsatisfied with as the stores are usually too far out of reach, but one can simply not continue dismissing these issues since it's a lost to the customer and always a gain to the store.

My email reaches you in hope that you would encourage your deli staff to check the goods on display and ensure that the best "fresh" quality cold meats are always supplied, it was most disappointing and quite a learning purchasing from the deli, as I would normally find myself purchasing the vacuum packed goods at the halaal area hence most pnp's lack accommodation for halaal preference.

I hope to hear back from you and that your best efforts will reassure quality delivery.

Kind regards

I saw rice that was R19.99 at the till it was R39.99 so the cashier asked supervisor to check instead of telling me nicely that the price I saw was for brown rice she gave me attitude called me to look and read, I found that inappropriate I apologized she just walked away, we all make mistakes but the way she handled it was unprofessional for a supervisor.

Date of incident, 7th february 2019 time 16h26
Pnp norwood, gauteng
Till slip reflects *[protected]
Bar code [protected]
Cashier, beauty kgabi and packer?

This is the 2nd time I have visited pnp norwood, gauteng this month, february 2019, and have left the store exceedingly disappointed by the lack of communication, and rudeness experienced by the teller and packer.
No greeting (I have had to repeat myself twice when greeting, to get a reaction) is reciprocated when dealing with either the teller or packer.

Also, having tried to assist the packer with packing the heavy items out first, she insisted on packing the heaving items onto the soft items, ie bread?

As a suggestion, please could more training be given to both parties, before putting them in line with the customer, as they have absolutely no clue, as to how to deal with a customer in a pleasant and friendly manner.
Have they not been trained to be a representative of pnp, which leaves me to feel that they are under-trained or unskilled, or totalling disinterested in dealing with the public in general?

Why would I want to return to the norwood store?

I would appreciate a response to the above,

E) angiet. [protected]@gmail.com

When I do smart shopper card when I get to the till the stock and quantities that I have bought to the till are wrong eg beetroot 400g special there is only 375g bottles in stock... Pick and pays reply sorry we have run out... Stock varieties are getting less and less. Prices on shelves do not tally when you get to the tills so you have to wait for a person to go and check with supervisor shelves as to correct price.
Checkers have upgraded all their stores in the area pick and pay seem to be downgrading. Will stop shopping their if no improvement as everyone in the area seems to complain about what pick and pay has become in the past year

The pastries I purchased from there recently looked very appealing and appetizing to the eyes, however the taste was far from delightful. It was rather disappointing and left a stale aftertaste. First of all, for a Sunday afternoon, there were barely any baked treats at the store. This was never the case when the BP express store was in operation. I will not purchase anything from the store again as I was totally dissatisfied with my product.

My name is Thabiso on the 10th January 2019 i went to Pick n pay Middelburg mall mpumalanga around 14h00 to buy an ironing board.Upon arrival i went to the ironing board shelf, there were 3 spaces where they put them the Maxicor ones.One for R469.00, one for R249.00 and one for R229.00.I decided to take the one for R249.00 i went to pay, to my surprise the price was not R249.00 it was R469.00.I went to the supervisor by the name of Pinky explained the story she went with me to investigate and found that I was telling the truth.She spoke to some guy who i think is a packet to go check the ironing boards as they were not correctly packed.We got to the till she refunded me my R469.00 but as I seriously wanted to buy the ironing board she called the store manager by the name of Moses to come speak to me, I explained what transpired and he also went to investigate but when he came back he told me there's nothing he can do for me as there is a price for R469.00 on the shelf..but I'm not working @ Pick n Pay how was i suppose to know that the ironing board i took was wrongly placed ..when I found it on the R249.00 space?I felt that my query was not resolved by the store manager that is the reason I felt I should escalate to your complaints department.

Hoping for a positive response

Thanks in advance

Thabiso Makunyane
thabisomakunyane.[protected]@gmail.com
[protected]

Good day.

My father booked a plain ticket for my brother on the 26 Jan 2019.
After booking the teller asked him to check the details before leaving. He checked and found that the details were not correct, a ticket was booked for Vernon Mathebula instead of Vernon Mathumbu. The lady had been given a photo of Vernon Mathumbu's id card to work from. My father told the teller that the information was not right. My father who is a pensioner ended up having to book another plain ticket to secure a seat for his son. They told him that he will have to wait 6 weeks for the refund. This is unacceptable. Can Pick n pay please refund my father as soon as possible because this was due to the error of the teller.

Ref number. [protected]
Ticket Amount. R1533.86
Thulamahashe Pick n pay

Complaint submitted by Desiree Ngobeni
Cell: [protected]
Email: mathumbu.[protected]@gmail.com

All the small Pick n Pay stores give pensioner discounts. Whwn shopping the teller is able to give a discount against the total of shopping purchased.

Woodmead Hyper operates on a pensioner discount voucher book system.

However, since end December they just say they have not received any voucher books. They are unable to say when they will get them and have a do not care attitude.

Why can they not give discounts at the till like other Pick n Pay stores?

Good day

I wanted to purchase a coffee mug and it was r39, when it was time to pay, it said it was r85 and the cashier belinda went to check it out and it was packed under the incorrect product code. She just explained it and called for authorization in which lynette came and didnt greet or say anything when I replied it was packed under incorrect code, was rude to be frank. I feel extremely unhappy about this as I do my monthly shopping there and spended r2000 the end of jan there. I want to know what you are going to do about this and what you going to do about retaining me as one of your customers.

Regards
Theslone britzze

Haagen-Dazs Macadamia Nut brittle 500ml R110

Bought this product at your waterfront branch on Saturday 2/2/19 opened it and it was definitely old and icy. The sell by date says 7/8/19 but this product is spoilt. Please let me know how I go about to get a refund. My closest pnp branch is Howard center, pinelands.

Chantelle Fester
[protected]@gmail.com
[protected]

Good morning PNP Tyger Valley

I'm still in utter shock with the terrible service I received at your store and not by and cashier or bakery assistant but a MANAGAER Jaco, who supposed to lead by example or be the face of PNP .
Saturday the 26/01/19 @ 11:10 I decided to get a coffee at your shop, when I approach the coffee bar it was unattended and lady was already for 5 minutes and I waited with her . After 2 minutes I told her hold my place in the queue I will see if can get someone to call someone to assist us . I walked up to the security at the door asking if she knows where the person is who works at the coffee bar, she tried to assist but couldn't help, I told her I will walk to the customer service counter and them to help . I asked the guy at the counter if he can get someone to assist at the coffee bar, he looked me and said yes but carried on with whatever he was busy with, without calling for assistance .I then walked back telling lady who is still waiting in the queue did she get someone to help us because I asked the guy at customer service and he said yes but carried on working .

Minutes later the 3 more people is joining the q asking if someone is helping us, we said we waiting to be helped . Then I saw a manager I walked up to him and told him "we have been waiting for 20+ minutes for assistance can we get some help " with attitude his response "RELAX" as he walked pass me and I turn around and told with my hand pointing you don't tell me to relax and his response again "you don't point at me " I was horrified is this the way management like Jaco is addressing paying customers because certainly I'm not his friend, or IS this the way PNP is addressing their clients ? I found disrespectful and untasteful the way I was addressed by Jaco ! I'm scared to think how he address staff if this is the way he speaks to customers .

I was so upset that I was about to turn to social media but then one of your friendly managers Thanya Solomons, I think saw my facial expression and approach me asking if everything is fine . I told her what just transpired and her first words was "I do apologize" . She jumped in made my cappuccino because the lady at the coffee bar was lost and even helped the customers who came after me in the queue. After Thanya made my cappuccino she apologized again, PNLP you need to invest or employ more people like Thanya understands customer service how treat and address customers .She understands I could have get a cappuccino at any coffee shop in Tyger Valley but I choose PNP and what makes customers coming is SERVICE .

Awaiting you response .

Diana Dennis

I'm very disappointed, bought garlic rolls for my lunch, as it is my favorite couldn't eat them because they were hard as rock. Pick n pay newton Park Port Elizabeth I'm very very disappointed. Can't even explain how I feel right now. At least the stuff could have explained that they been standing there for too long and let it be my choice to buy them.

Dear Pick n Pay

I had a horrible shopping experience on the 29th December 2018 around 14h00 - 16h00 of being defrauded by people who were posing as legitimate workers inside the Pick n Pay hypermarket shop in Centurion Lifestyle Centre mall (Pretoria). These people were purportedly doing voucher promotions in the appliance section of the shop. We were discussing (together with my wife) on the possibility of buying a washing machine and then came along a 'worker' by the name of Thato and his so-called manager. They informed us that we can actually get the washing machine at a half-price. We were subsequently taken to a Burger King (a restaurant just outside the Pick n Pay mall) to consummate the whole deal. Upon arrival at Burger King, we were introduced to a certain man who was also intending to buy a plasma or LCD television from Pick n Pay. This man gave his bank cards (together with pin codes) and cash to the Thato character and we were psychologically coerced into doing the same under the pretext that this deal was legitimate. I first parted with a R4000-00 cash and then subsequently gave my banking cards (credit and debit) to the Thato character. The idea behind the bank cards as suggested by these people was for them to get a purchase slip at the till for the item(s) purchased and was promised that only R100 would taken out of my bank cards i.e. R50 on my credit and another R50 on my debit. I was then told to wait for the delivery man near Checkers (near the shop) parking lot so that I could guide him to my home to deliver the machine. I left my wife and the kids at Burger King. I waited at this parking lot and unfortunately this was the last time I heard of Thato and his manager.

All in all I was robbed of R50 000-00 and I only realized too late that there was money drawn out of my accounts. I do admit I did the most idiotic thing to give away my pin codes but the way these people conduct their business it is easy for any unsuspecting customer to be psychologically coaxed into buying into their proposal. I do not know if Pick n Pay would as procedure reimburse me of my financial loss because this crime started right inside the Pick n Pay store.

I have subsequently reported this fraudulent activity on the same day at the Wiedabrug police station (about 6.5 km from the shopping mall) and opened a case for investigation. I am gravely concerned about the level of security inside this shop. How could the security not be able to detect suspicious or unregistered workers accosting customers right inside the shop and not be able to detect this.

I hope Pick n Pay management would take this matter seriously since this would mean that many unsuspecting customers could potentially be robbed in this manner and Pick n Pay outlets elsewhere in the country could actually be used by these criminals to defraud customers.

Concerned customer
Eddie Kgaswane

This is not the first time I did complain before to the management at p&p at West coast village before of over charge on products but it's still happening it happened twice this week already firstly it was the watermelon the price at the crate was R59 .99 and was charged at the till point R65.99 for the watermelon last night the same happened with a deli products.see attached photos. I spent on average R300 a day at your store and in my eyes you are steeling from your customers I wait to hear from you

I was paying for flip flops for my son who is two years old and I asked Emily Maake who works at the cigarette counter in Woodmead JHB hyper pick n pay for a scissor to cut the tag so he could wear them. She said to me ‘ she does not keep scissors in her counter and I should cut the myself'. I stood for a moment in amazement think I did not hear right and ask her to repeat.. she did not even seem apologetic and that scared me
I just need to know from pick n pay in Woodmead if any customer care training is administered to front staff. I live in Buccluech about two Km away and have experienced this behavior several times in the same store. My intent is not to cause trouble however I have notice that some of my neighbors also have episodes with the store and prefer shopping at the Makro rather. Kindly resolve this issue and revert

Zweli Ntloko
[protected]

I went to shop at Pick n Pay Tseles in Moletsane Soweto on the 29th of Novemer 2018 and upon checking my receipt, the prices on the shelves and the ones on my till slip are different. Firstly the Maggie 2 Minute Noodles were priced as 5 for R18 and I paid R5.29 each totalling R26.45. Secondly, the Laundry soap were priced at 3 for R30 and I paid R41.97, Thirdly the Blossom lite 500g tub was buy one get one free at R19.90 and I sadly paid R39.80 and lastly the Knorrox cubes were on special at R19.99 and I ended up paying for 2 at R24.99 each totalling R49.98.

My card number is [protected] .

On 19 November 2018 I purchased products worth R482.70 from Pick n Pay Gezina Branch, Pretoria. On each product a discount was given to a total amount of R102.06, thus the total purchase value before discount was R584.76.

Whilst tendering my credit card for payment I also presented my Bonus Stamp Booklet (BSB) worth R100 value. After the receipt was printed, I observed that the value for the BSB was entered as 0.00. the amount paid was R482.70. Strange but immediately a floor superwiser was present when i enquire from Sarah Modula the Cashier why R100 value was not deducted from the pruchase price since i would have paid R382.70!
I was not given a satisfactory answer. the cashier only received the BSB when see rang all the products.
I reported the matter to the Manager but to date haven't received any feedback.
I hereby request you to immediately investigate this matter as I am of the view that cashiers may have taken R100 cash from the till every time a BSB is being present for which 0.00 value was entered on the receipt
My contact details are: TAP de Beer, [protected], email [protected]@telkomsa.net

On Sunday 02 December I visited the above store and wanted to purchase amongst other things, marrow bones. The butchery did not have the bones but assured me that if I came on Monday afternoon I will receive my order. The bones had to be cut horizontally for a specific purpose - not the normal diagonal cut. The gentleman at the butchery said that I could come anytime from after work until 20h00 as they will only close then.

On Monday afternoon I arrived at the store just before 17h00 and went to the butchery to find it deserted and cleaned. That in itself did not upset me as I thought that if I could find the store manager, he / she would be able to assist. I spent some time looking for a Store manager with no success - there was also no one in the managers' office. I could also not find staff members on the floor to ask.

I went to the lady who was at the cheese deli and asked her if she could locate the butcher. Her name was Priscilla. She looked in the butchery - and in other "private" area' and could not locate anyone from the butchery.

I then asked her to locate the store manager.

She went to the manager's office to "page" the manager with no result. She then enquired from staff in the front of the shop and located the manager - a lady - her name is Nxele (Not sure of the spelling) and she was busy paying for her groceries at a dedicated staff till. Priscilla spoke to her indicating that I have a problem. The store manager never once addressed me or my problem - she instructed Priscilla to go and look outside and "at the back" which Priscilla dually did while I stood and waited - and the store manager completed her shopping.

Priscilla came back to say that she could not locate anyone. I then asked the store manager - what time her shift ends - and she very bluntly answered that "I am off duty" - that could have been at about 17h20. I then asked to speak to the manager that is relieving her and once again she instructed Priscilla to do something - I did not understand her language.

I then approached a male staff member (I did not get his name) and asked him if he could locate the store manager and he walked straight up to the same lady (Nxele) who was at that point having her purchases checked at the exit. I stopped him and very sarcastically told him that she is apparently NOT the manager as she is off duty - he was extremely surprised.

Priscilla could locate no one as previously instructed by Nxele and came to apologise. Nxele, probably reading my body language by then, hesitantly decided to assist. With very little effort she found the marrow bones but they were not cut properly - which was by then not the problem at all - the butcher could have misunderstood me. By then an hour had passed and I left the store and left the marrow bones at the butchery.

She (Nxele) then came after me to apologise and ask for my name and telephone number to report to the "regional manager"! What would she report? That there was no one willing go assist? I doubt it.

If the manager deserts the store, then the other employees are surely free to do the same!

I commend Priscilla for her efforts to find help but unfortunately cannot say the same of the store manager - an appointment that she does not deserve!

Early on Tuesday morning a gentleman (Geoff) from the butchery phoned me and apologised for the inconvenience and offered to deliver the items for me, which was not practical but appreciated. I met Geoff in the store after work on Tuesday and collected the order.

I once again want to specify that Priscilla was more than willing to help - she deserves recognition.

The issue was not that the bones were not cut properly - misunderstandings can take place and with the right attitude can easily be forgiven - even if one travels especially for that purpose at an expense.

What is not acceptable is that the store manager is not prepared to address the client, offering the excuse that she is OFF DUTY while all the staff are of the opinion that she is on duty. It is a negative blotch for Pick n Pay and a very bad example to her subordinates.

I look forward to your response.

Kind regards,
Diane

On friday 30/11/2018 - bought electricity voucher from pick and pay south dale - transcation on my cheque account went thru but no electricity voucher received - cashier advised me that transcation will be reversed same night - on checking on saterday monies was gone thru the bank account - went out of my way to store - spent over 1hrs -15min to be told city power is closed over the weekend - gave my details and had assurance everything will be sorted out on monday - can come thru and get voucher number - arrived at store on monday after work - nothing done - info desk phone someone at city power and again assurance was there that it will be action immeaditly - on way frm store received sms with refrence cpweb 2368501 was received
before boarding 2nd taxi call from city power came informing me that voucher number will be sent by sms
nothing happened - tried calling city power - unable to get thru - phoned pp customer complaint - put thru supervisor mickey - again assurance that all is taken care of - received call from one of the employee informig me to go to city power to resolve problems
i iformed her that i want my moey back and she insisted that they cannot do that and must sort out with city power - i iformed her that i paid pp southdale and not city power and am coming to collect my money - this is absoutly poor service coming from a large organisation
such as pick and pay - tried calling the store manager the phone keeps ringing with no answer