Pick n Pay
Reviews and Complaints

We bought a R800 gift voucher today from PnP Strand only after we specifically asked a lady in Management there if we bought the card in Strand is there a way my daughter in Kempton Park can use it without us sending her the physical card.
We were assured that all we needed to do was send the no on the back of the card to my daughter she would be able to use it.
I took a photo of the gift card and receipt and sent it to my daughter who was told she has to have the physical card.
This voucher is a Christmas gift to my granddaughters and Daughter and with them not being able to use it has caused me major stress and embarrassment!
I'm not happy with PnP at the moment.
Is the staff not educated properly?
Hanneli JFS Patterson
[protected]

last week on the 4th of December i went to picknpay Midway Mews to purchase prepaid electricity. i told the cashier that i wanted electricity for R150. she then asked me to call out the meter number, i did so and then she asked if its in Germiston, i said no i dont stay there, i stay in Vorna valley, the i called out the number again, she then just printed without asking so i algot it right this time, so i just took the reciept and went home, when i tried to enter it 3 times, it couldnt go through, that when i realised that it wrong because it was written city of ekerhuleni on the receipt. when i went back to the shop they said that it was my problem and that there is nothing they can do. so i wasnt in the mood to fight i just bought another one and left because the electricity had completely run out.
i just want to say that i am very disappointed with the service, i have been buying prepaid electricity for the past 6 years and this has never happenned to me. i am a single mother of 2 strugling to survive, R150 really goes a long way. i am currently sitting with prepaid electrity which i dont know what to do with and who it belongs to, this is unfair.

On Tuesday I asked My lil sister to go to pick n pay Mahube Max city to withdraw R1000 and pay my OK account which is in the same centre. She said when she got to pick n pay, she asked for the amount she would like to withdraw on the till. While processing the transaction the Pin pad went off and she could not understand why. The cashier said she doesn't know why it did that and there is nothing she can do abt it because it declined from the terminal, she was asked to be excused after the cashier told her there is nothing she can do, my sister then went home and explain of what happened . Today morning my mother went to the bank to see if it did not withdraw then the bank told her that it was withdrawn. My mother went to pick n pay with the confirmation letter(bank statement) along with the Absa consultant for the query and the Pick n Pay manager named Dorcas agreed after checking on the system that she will pay back. They then called the cashier to the office and let her wait. My mother had to wait from 9h00 in the morning till 17h00 and the matter was not resolved then after waiting those hours then Dorcas told my mother to come again on Monday with the bank confirmation which She had showed her on the day.

On Sunday I went to the store and a different manager was assisting me as Dorcas was day off. I explain The Whole incident again to that manager and he took my numbers and said he will investigate and let me know, but I never received their call.
Only yesterday I received this message from OK.
"You failed to pay amount as promised on your OK Furn/House & Home acc. Collector will see you today for collection. Call [protected] or [protected] TODAY. URGENT"

Today morning at 08:00 I had to take time off for couple of hours from work and go to the store and investigate of what actually is going on. When I got to the store seemed like it was today that Dorcas did a proper investigation and had to call head office and related departments who can assist us and the only answer we got was that they can't see the transaction on their system and some says it doesn't appear on that day transactions.
I asked to get a statement from the cashier and also for the footage and the security Supervisor was not there. They called him and on the phone he said, he will be in the store in 5 minutes and still we waited for him for another 35 minutes. When he got to the store at 9:45 him and Dorcas went to the Control room. One of the permanent lady came to us and phoned the cashier on loud speak. The cashier confirmed that she had the money which was withdrawn the day of the transaction in which it's only her who knew about the transaction. I left my mother in the store as I was gonna be late for work. And when I got to work I called my mother and ask what's happening she said she was given back the money. I spoke to Dorcas on the phone to ask how did they find it. All she said was the card number the bank had did not correspond to the one on their transaction (in which ddnt make sense). My question is if it doesn't appear then why did they give back the money. I want to know the whole investigation and proof.
So to my understanding she is covering up for the cashier and the cashier which told the truth.
It's like two different stories.
I feel like Dorcas knew that the cashier took the money and did not want to report her.
My appeal is that I've been coming to the store whole week using my petrol and taxi money and Dorcas knew the whole time about the money but she just had to make excuses.
All I'm asking for a solution to all of this.
It's actually not the first time getting a bad service from this store but I always knew they will make up another mistake.
I dnt understand why should I wait for a week to get my money back while I have proof of what happened, all I wanted was to get my money back.
I now regret sending my lil sister to any Pick and Pay store because they hire unprofessional people which they don't even know their management skills are based.
I am going to take this matter high up to the related people and make sure that store pays for it.

On Tuesday My lil sister went to pick n pay Mahube Max city and withdraw R1000 on a till. While processing the transaction the Pin pad went off and she could not understand why. The cashier said she doesn't know why it did that and the is nothing she can do abt it because it declined from the terminal, my sister then went home and explain of what happened . The next day we went to the bank to see if it did not withdraw then the bank told us that it was withdrawn. We went to Pick n pay to reveal the cameras and only to find out that yes it was withdrawn by the cashier after my sister left. So the manager of the store said I must wait until Monday for the bank confirmation which I had and showed the manager today.
I dnt understand why should I wait for a week to get my money back while I have proof of what happened, I just want my money back. I am so mad right now

Elton
[protected]
[protected]@gmail.com

I bought a pack of Portabellini Mushrooms at Northgate branch on the 20th Nov. The Sell BY /Best Before date on the pack is 22Nov.

I didn't manage to use them until the 25th Nov and they looked fine. When I started cutting some of them, I could feel they felt odd, like a piece of rubber. I cooked a few in my mince, I had to pick them out of my cooked dinner as it felt like I was chewing rubber.

The mushrooms I didn't use, I decided to leave out the fridge for a few days to see what happens. On the 29th Nov the stalk of one of the mushrooms was starting to break down, which is 7 days after the sell by and best before date of the 22nd Nov.

I have never ever had mushrooms last that amount of time out of the fridge and also they felt strange.

I would like to know where these mushrooms are from and what sort of chemical is being used on the mushrooms so they last much longer than they should?

After this experience I don't want to buy at Pick n Pay ever again as I do not trust your food source or your brand name.

I have photo's on my cell phone of the mushrooms, if you would like me to send it your cell no. I will do with pleasure.

Regards

I bought this potato chips on Sunday 26 November 2017 at Pick 'n Pay Prellar Walk, Bloemfontein, Free State.

I opened the pack and noticed that the chips were not Crispy at all, and that the pack felt a bit heavier than normal.

I looked inside and found a whole potato, fried and super hard.

I tried to see if the pack was open somewhere else, that could have caused the chips to become "soggy" (pap), but I don't think this was the cause.

I would like the chips to be replaced please, as this was not the Quality I am used to from Pick 'n Pay.

I did not keep the slip as I did not think I will need it, so I only have my Smart Shopper Card Number:
[protected].

Hi So PNP local in Viking park Epping Cape Town, has been open since June 2017.

The staff that work behind the hot food counter has serious attitude, the production for peak times leave much to be desired as well as presentation of the foods.
If a customer complains of which I did several times, the Manager says he will sorted out.However we are now in November 2017 and nothing much has change. I mean if there's a que, whoever is serving will go to the toilet and we have to wait till see comes back...really
As a suggestion, they need to be retrained on Hygiene standards, Customer courtesy and production presentation, I mean today they were serving burnt dried out pieces of chicken.. REALLY MAN.
PNP Parow 's Hot foods counter is a good place for them to shadow and show how things are and should be done..
The facilitator that signed these people off need to be re facilitated.

Seriously...I know the customer service industry sucks at times in Cape Town etc...but there is no need to let it all go to HELL...one time.

The Till operators no problem, the smile and friendly.

I hope they get it right.
Thanks
Sam Cape Town

I am very much disappointed on the latest service I received on Saturday at Pick n Pay East rand mall.

I had gone www.picknpay.co.za/picknpay/action/media/downloadFile?media_fileid=52987 because I was looking for platters to order, I then saw this link with the heading "order Form - Pick n Pay" of which I thought would be useful for me since I wanted to order platters. I then went to the store on Saturday 25 November 2017 with the aim of placing orders for 3x platters for my son's upcoming birthday on Saturday 02 Dec 2017. When I got to the store the lady at the Delhi showed me a pamphlet with platters and prices that are completely different to the ones I saw on the pick n pay website-luckily I had the pamphlet with me, I then showed her and asked how come the prices are different, she then excused herself and said she was going to her manager.

When the manager arrived (I did'nt take the name, however it is an Indian gentleman), I explained the whole story to him and showed him my pamphlet compared to the ones that was in store-he said that the prices that are valid are the ones at the store and that the ones I have are not valid because the pamphlet I had was last updated 2016? So like who's fault is that mine or yours and you internal IT department?

The manager then asked when did I get this pamphlet, I told him I had printed it out about 2-3 weeks back, he then said "oh yah so that is the problem, our prices change and the ones you have were last updated in 2016, however if the prices are still like that on the website, then I will have to give you the platters at those prices you saw on the net". I then immediately went onto he pick n pay website and the same form that I had with me was still on the website, I then downloaded the form and showed him (which still had the same prices as the ones I have), he now responded by saying " Unfortunately the prices that are on the store are the ones we use, we cannot use those that you have because they were last updated 2016", so in a way he contradicted himself because he had said you guys were going to honour the prices that are on the website and then a minute later it is a different story.

I have attached the order that is on the website EVEN NOW and which is the one that I have as well on my side and have provided the website that I downloaded it from as per below screenshot. I believe that pick n pay is using false advertising with this, because if these are old prices, then why are they still uploaded on the website, that is an internal problem that pick n pay needs to sort out with it's IT department (me as a consumer have got nothing to do with that) my duty is to go onto the website and buy not to look at "last updated".

I would really appreciate it if pick n pay were to look into my query and resolve because I still need these platters at those prices that I saw them on website. I have also provided you with the Consumer Protection Act which was on you website and my rights as a consumer of which were not followed by pick n pay staff.

I recently placed an online shopping order ( Black Friday special around 03:30am). The online order confirmation was sent to me via email shortly after order was placed serving as confirmation of items and quantities ordered . I subsequently received the incorrect order via delivery. The quantity of item ( HTH Floater, 1.6kg) and the Ariel liquid was not supplied at all.
I called both the Mulbarton pnp store from which order was dispatched and the customer care for online shopping .
It is insisted upon that only 5 x hth floater was ordered whereas I ordered 15 x hth floaters as shown on online order confirmation.
The online call Centre was of no help as no responsibility was taken for a mistake on Pick n pay side, the consultant then started looking for excuses as to why the order was not delivered correctly, such as it was a special so quantity was limited( in fact false as nothing was stated on website about limit in quantity etc) or because my delivery date was Monday other customers who chose Saturday as delivery received stock etc. This is totally unacceptable !
I request that my order be honored as it was placed and All items be delivered to me ASAP. The Black Friday specials should not be offered online if Pick n pay cannot meet the obligations of honoring a customer's Order. Please note that in particular Pick n pay Mulbarton frequently doesn't honour online orders and therefore should not offer the service if they are not willing to.

Good day
I went to pick n pay at New Redruth today on the 12-11-2017 were I only had 2 items to pay for and pick n pay was very bossy i then went to the sigaret counter were the casher Akhona was there and ask him if i can pay there he then said no i have to go and wait in the line so i did and it took me 15 min in the meen time Akhona was helping other people at the sigaret counter with more then 2 crocory items and they did not even buy any sigarets i do nkow this because i was standing there waithing for the manager. The manager did not really assist in this matter after i complained to him.

This i feel is very sad that a place a do shopping at does this to the customer.
Regards
Adrie Botha
[protected]
A
[protected]@hotmail.com

good day would like to complain about one of your staff member at the till Nomphumelelo. i had the unfortunate experience will doing shopping in Pick n Pay in Panorama Shop and Leisure Center. Nomphumelelo was working at the check out point around 7:45 yesterday ([protected]) evening.
Nomphumelelo was very distracted chatting with her colleagues at the next check out point. She didn't acknowledge my husband and I as we reached the check out point. We greeted a couple of times before she cheekily responded. She was very slow ringing up our grocery cart, most of her attention taken up by the chatting. Nomphumelelo kept saying she is tired and wants to close the till so much so the customer behind us told her to retire if she didnt want to work any more.
Yolisa @[protected]@gmail.com

Good day

I bought a black forest cake at pick n pay in Tembisa (Rabasotho), The expiry date is the 11/11/2017, when I cut the cake it's not fresh and the cream to is not fresh, when I took a bite of the calendar i could feel egg shells.and I always buy black forest and it's always fresh but the one I bought now it's not fresh at all, even the cream is flakey.

I purchased 4 whole chickens from Musgrave Pick and Pay(Durban) on the 29 October 2017 round about 11.30am. I cut up two of these chickens and to my disgust i found that they were both not cleaned properly. I could still see what the chicken had to eat.
I have phots of this.

Thank you
Melanie Shaw
[protected]
[protected]@gmail.com
Please can i be contacted via email...

Good Morning

My order was placed online. I had a delivery to my home address last week Tuesday and yesterday 19 October. The delivery was supposed to be from 7 pm - 8 pm. Yesterday, the delivery was done at past 3. I specifically asked for delivery between 7 - 8 pm as I am at work. My contact number is [protected], e-mail address [protected]@gmail.com

Please look into this matter.

Thank You

Regards

Amy

Advertising paper for prices valid 17 - 20 October 2017 advertises "Bulk Ground Beef R52.99 per kg".
On the counter in the shop a hand written poster advertises "Bulk Ground Beef R52.99 per kg".
On the shelf you only find "Ground Beef mix R52.99 per kg".
I raised the problem with one of the butchery staff who called a senior staff member called Clayton.
Clayton could not respond to the fact that the Ground Beef mix contains a lot more fat that the packet labelled Beef Mince.
Clayton called the manager named Cindy.
Cindy insisted that Ground Beef mix and Ground Beef is exactly the same thing because the label and the bar code correspond.
She insisted that there is no misrepresentation and accused me of insinuating that they are uneducated when I pointed out that adding a word to an advertised item changes the description of the item.

Yesterday, 16 August 2017 I've switched 10 000 from my Smart Shopper Card and tried to make the R100 part of my payment at Pick n Pay Cradlestone Mall. At the till the cashier was not able to add the R100 payment to the rest of my payment and told me the system was offline. Today at Pick n Pay Princess Crossing I've again tried to add the R100 voucher to my payment and again I was told that the system was offline. So what I want to know is the purpose of the Smart Shopper Card if the cashiers or whoever is not able to switch a machine voucher into a payment. An answer would be appreciated, else I'm going to throw away the damn card and buy my monthly groceries at another store.
I'm really fedup with Pick n Pay as at the Clearwater branch a hell of a long queue with only 2 tills open happens regularly.

I went Friday 29 September to Vetshop with my 8 week old yorkie to get her a jersey. On my way back I passed Pick n Pay and remembered that I need something from pharmacy which is at the entrance of shop with her under my jacket. A guard told me no dog allowed. I at first thought he made a joke as she was too small to be a dog. I entered pharmacy and then 2 males followed me and asked me to leave. I inform him that I just need medication. He started screaming at me. I asked him what must I do with puppy. His words "put dog outside". We are talking here of a puppy that weights 500 gram. I told him how can I put her outside. Then he informed anywhere but not here. I asked him to speak to store manager and he infomed me he is the manager. His name is David Malatji. I ignored him and ask pharmacist for medication. He asked this David whether he can assist me. This David abruptly informed NO. This humiliation is not tolerated at all and screaming at me totally unacceptable. When I got back I phoned Pick n Pay and asked to speak to store manager. A gentleman Theo answered and said he is the manager. When I started explaining he immediately said he is aware of this. I ask him who is David Malatji. Apparently head of security. Theo apologised for David's behaviour and inform me this is not treatment clients must receive. I requested that I need a verbal apology from David and also a letter from Pick n Pay before close of business 29 September. This did not happen and it seems that Pick n Pay do not care about their clients.
ONE THING - I WILL NEVER BUY ANYTHING AT PICK N PAY AGAIN.
P.s. No sign for cats. Thus I assume people can take their cats in the store

i was choked by an electrical cable at one of the pick n pay fridges in Vosloorus (gold sport) while buying for fish, the cable choked me on my thigh, it burned my skirt and even went to my skin, and i was with 2 kids at that time, i went to called the manager by the name of Africa, who i feel was very insensitive and in actually fact rude, at first he said he does not see what i am talking about, and then, later i told him i was feeling pain, then he asked one of her stuff ladies to go confirm if i burned or not, after she told him that yes i am burned, he decided to embarrass me in front of his stuff and customers asking me how much is the doctor and how must he help me, my question is was i wrong to go buy a packet of fish in the fridge at the store, why must i loose my skirt and suffer the shock and pain of a choking cable?

where is customer service

On numerous occasions lately I am experiencing some cashiers who do not greet me with a smile and after receiving my till slip and change, no thank you or have a nice day?

This is becoming a very big issue for me personally and I am sure for most customers ( not generalizing here ) but this just keeps happening almost on a daily basis, and i know this as I practically spend money everyday at Pick n Pay.

I have also noticed that the body language of the cashiers are unmotivated and seemingly don't really enjoy what they are paid to do - be a cashier!

The above was addressed in the past with their staff to greet the customers with a smile and be cheerful when dealing with the customers where there were notices placed at each till point asking the customers if they were greeted by the cashier and treated as such ( a Customer ).

The fast food area is also a big problem with too many staff working and cooking and preparing hot meals, but one or two serving customers and using only one scale between the two serving the customers? There is also no control - like public guiding systems you find in the banks, where first come first served - this becomes generally a big problem for customers and arguments start of who was first etc.

Once trying to make use of the brand marked PnP Smart Shopper pre loaded in the Stocard app, management refused to manually input and authorise the details of the smart Shopper loyalty card in order for me to enjoy the loyalty points I signed up for.
I made an error in judgement going out of my way to come to the PnP on Nicol where management does not thrive themselves on helping their customers in the same way.
I have been to numerous PnP's in SA and Nicol was the very first who refused to scan / manually input my PnP Smart Shopper card details.
I feel that management at PnP on Nicol should reassess their decision, as I feel there is no actual benefit for me driving to a PnP if the Smart Shopper loyalty card will be rejected- then I might as well visit the Checkers and Spar more conveniently located on my way home.