Pick n Pay
Reviews and Complaints

For three times in last couple of months, while the online payment processing seems to go through, there is no delivery, and when I then follow up with their customer service call centre, they tell me the payment was not processed, or that their choice of payment service prociders stated that the credit card details provided were invalid, although they had initially verified them. Main thing is that since some of us are disabled, we can't just pop out to the shops if someone like Pick 'n Pay doesn't follow up on orders that they initially confirmed, and, since I have been using the same credit card details successfully for a while, and, don't make mistakes often when supplying details, I have repeatedly told them they need to make use of a different payment processing service provider, and, also make more of an effort to, at the very least notify you if there was an issue with payment processing, instead of just telling you that it wasn't their fault. In other words, they shouldn't mention, or make use of the term 'customer service' when they provide the opposite thereof at times

29/12/2016 we went to Kuruman Pick n Pay looking for the Zipped backpack with pencil holderadvertised in your brochure. Nothing was in store. after we went to ask the manager if they do have the advertised backpack his response was not satisfied. He told that they did not received it and that if customers want backpacks they had to buy the more expensive ones and that he don't care.
This is unacceptable because it was advertised in the brochure and we expected to get it at Pick n Pay. This was not the only thing that was not available at Pick n Pay Kuruman.

If this is how they want to do business they may as well close there doors. I really need an explanation for this matter.

Re: overcharged at pay point

I was at pick a pay darras on 23d dec on which i made some purchases.
My bill-total was r245.49, after-which i added cigarettes which upped the bill to r274

I got charged both amounts immediately. Two notifications same time with same balance indicating transaction went through exactly same time

I showed the manager and assistant manager of store. They were very unhelpful. Never to this day apologized.In short i been back on 24th and 26th.
No help. They are so unhelpful. The colored lady assistant to gm was so useless and extremely rude. She walked out on me while i was talking to her. I asked to see store manager and she did not respond.

Wtf man? I supported pnp.

Now i can not get my cash back!@
This is theft, and without my consent taken from my account. I have been treated ;like #### by that colored assistant lady. She has no idea what management entails, as does the managers of the store.

What must i do?
Do you want me to go public with this, after i have made a case of fraud/theft against the store?

I want answers. I have sent 10 messages to pnp addresses regarding this matter. No one has replied. It says alot bout your company doesn't it?

You have made life for me very very difficult as i am in financial difficulty. On top of that i am not from jhb.
I needed that cash to pay my accommodation. I have been kicked out because of this! Yes. On the 25th as i stay in lodge.
Thank you for making my life miserable you ####. Over xmas!

I was very nice when this started out. No one was nice to me. So #### nice and #### your company.

You owe me r245.49!

I want my money please

Bought a pick a pay white bread (baked from Pick a Pay) at Randfontien Pick a Pay on Sunday 11 December Next day when I started to slice the bread I found a piece of plastic inside the bread I have photos to show and still have my till slip as proof
Would like to lay complaint
And what should one do and how will I get this sorted and get compensate for this

Black Friday Rip-off

I, like many other people who hate ques, placed my order online at 06:00 on Friday morning 25 November. Received my confirmation immediately. Today, Monday 28 November received an sms for the debit from my credit card which was R200 more than I had actually purchased. I called the customer care and was advise that there was an error with my order but I can request the refund upon collection at the store.

When I got to the Woodmead store to collect my order this is what was given to me:

- I purchased 4 x 3kg washing at R45. I was given 4 x 2kg at R46

- I purchased 1 x tresemme shampoo and 1 x tresemme conditioner at R49 each. The shampoo order was fine but I received and was charged for 4 x the wrong shampoo at R59 each.

According to the manager, Mavis, orders placed online are only packaged the day before collection according to whats in-store and we shouldnt have chosen "allow for substitutes" when placing the order.

She further admitted that 99.9% of orders placed online for Black Friday have not been fullfilled.

What was the point of advertising the "online shopping" option, if we werent going to receive what we ordered.

Who gives them the right to debit my account for an amount which I did not authorise.

This is the worst online shopping experience of my life. I will never shop at Pick 'n Pay again and have requested a full refund.

They have completely misled and ripped people off.

26 October 2016 Time 1:10pm
I have been to your woodmead Pick & Pay to purchase above item and discovered that it was a one roaster pan and not two as per advert, I spoke to your Manager who was supposed to check with head office and advise . He was under the impression that that was the item until he checked the advert. This is false advertising . Please advise way forward .

I am furious! Pick n Pay Key West will not let me exchange shoes because I don't have the slip! I am not asking for a refund but simply an exchange. The manager remained seated while refusing to help me and this is after I had to wonder around looking for help because there was no one at customer care. This is a violation of consumer rights and you picked the wrong Life Orientation teacher to fight with! #PicknPay sucks!

i was at pick n pay the Glen on 13/09/16 and I switched my points for cash. At first the machine gave problems but eventually my points were switched and I got a printout from the machine. I continued to do my shopping and when I gave the cashier the printout to process, it gave an error message, i.e. 'Reason : 91 Issuer or switch inoperative' After numerous tries, the supervisor called head office and I was told that they were offline and that my points will be transferred back onto my card, since I couldn't use it on the day. Well needless to say, it's almost a month later and my points are STILL NOT reversed. I should also mention that I phoned head office about 3 weeks ago to enquire and I was give the same message. I am NOT impressed with the mixed messages WHEN EXACTLY is this going to happen? It was only R73 BUT IT IS MY MONEY! So please get on with it and do what needs to be done! FED UP!

I went grocery shopping at pick n pay yesterday after work as i needed stuff for my house, so i do my shopping go home and unpack and so on, This morning i decide i'm going to go threw my slip, i know the pampers premium care nappies are on special but i see on my slip it says R299.99 i'm like this cant be right, so i phone them, they ask me to come into the pick n pay with my slip and nappies, i'm like okay it's a bit out my way but okay, so i go fetch the nappies and go to pick n pay with my slip and nappies, they tell me, mam your packet of nappies is jumbo thats why they not the special price, so i said but my packet doesn't show jumbo, so we walk to were all the nappies are and she shows me, so i tell her but look at my packet of nappies and look at your packet, mine does not say jumbo, so in my mind they should give the nappies to me at the special price witch they didn't

So apparently my wife won a car from Corsa by spending a certain amount of money at the local Pick n Pay and entering and competition at Green Stone shopping center in January.
They then contacted her in July and said she won it and needs to fetch it by the 14th. However, she couldn't fetch it by then and their employer sent her an email to say then she can fetch it by the 30th.
Now they claiming its too late and their employer shouldn't have sent that email. But that's their problem not ours!

I bought the Nestle Materna Supplement at Pick n Pay and upon taking them I realized they were expired. I returned it to the store and spoke to one of the Managers who was very helpful. Upon asking one of the staff members to take the expired boxes of the shelf she advised him that they were laying at the front counter for a very long time. He refunded my money and I advised him that I was pregnant within my first trimester. He advised me to see a doctor which I did and had to take a day off from work. I paid for the doctors visit and the scan. I received a call from the customer service department and they never advised what the procedure was. They advised that they would collect my invoices for my medical bills. I was told that I would receive feedback from them which I never did. I sent them an email which I was very frustrated and advised that I would consult my attorney as they never advised what the procedure is that I should follow. I then received the following email from their legal department:
Dear Ms Talmarkes

Your email below refers.

I have been fully appraised of the incident regarding the expired vitamins purchased from our store. We have looked into the matter internally.
Whilst vitamins loose potency over time they are not dangerous to consume once expired. We not however advocate that customers consume expired vitamins.

I believe that you are expecting a baby and, as such, have gone for scans and tests. We are very glad to hear that you and your baby are in good health.
As such, Pick n Pay has agreed to settle your medical costs in this regard. Please note that this is a once off cost we will be covering. We will not be covering your petrol costs as well as your time off work.

If you wish to take this matter further, you are more than welcome to do so. Pick n Pay reserves its rights accordingly.

Kind regards,

I cannot fathom why I would receive a response like this as no where in my correspondence have I made any sort of claims apart from them telling me they would cover my bills. I cannot see why I had to take a day off and give out petrol costs all on my account if I did not have to go to the doctor because of the expired product. I completely understand that I cannot die of expired vitamins but my baby relies on it and I was just acting as a concerned mother would. I am very disappointed as I am a loyal Pick n Pay customer for years and to be treated this insensitively is horrible.

To date I have not received the money for the medical bills.

Afternoon Madam

I trust that you are well.
Thank you are well.
Thank you for the email and for sharing this service experience. I apologize for this experience and I assure you as a valued customer we will address this experience at store level. I have copied my colleague Ashley Volmink who will address this quality of service with his management team. Elisha from our regional office will send you a formal letter of apology.

Thank you.

Regards.

Sent from my iPhone
Nolan Logan
[protected]
[protected]@pnp.co.za

On 13 Jul 2016, at 2:32 PM, Visa Chetty wrote:

I have been a loyal customer of your stores for many years, I have time and again received great service at your stores which is one of the main reasons I shop at your stores.
But to my surprise, on the date of 11th July 2016, I was at the receiving end of some very poor service at the Chatsworth branch.
Through out my shopping experience at many chain stores, the attitude and mannerism I received from chatsworth branch was unbelievable and unacceptable, leaving me speechless.
what I am about to relate, can be verified by your staff, Jessica.

I return 2 x 2 litres pnp fresh milk, due to it going bad before the expiry date.
I was given the 3rd degree, and was treated as an illiterate by Rivash (Manager).
He time and time again explained to me that the milk was not refrigerated,
Therefore it went off, as there is a noticeable buldge, (which was not noticeable to me, i have pictures of it).
As he was told by the diary? By this time he really aggravated the situation by him persisting that the milk was not refrigerated, although the bottle was cold. The more I tried reasoning with him, the more persistent he became. By this time he really challenged my tolerance.
At this point my husband joined me, he repeated the same reasoning to him.

I just could not believe that for milk, it was such an issue, wasting valuable time further he made as if I was telling lies.

Demanding to speak to the store manager, he carried on talking, I did threaten to slap him if he does not stop talking and get the store manager.

I did not and do not feel good that i had to raise my voice, but Rivash definitely do not have management skills and really provoked me.

At this time, I noticed that my husband was speaking to Rashid. I Walked to him and tried explaining Rivash's attitude towards us.

I was both shocked and disappointed to be treated the exact same way by Rashid.
it was appalling to witness that a store manager of such a respected reputable chain store to behave in such a manner.

He was so unfriendly and made as if he was doing me a huge favor. If this is how management behave, then I cannot blame the staff.

when I tried to explain to him regarding his staff, Rashid Kader did not listen to what I have to say, i barely said 2 words he accused me of being rude, because I did not whisper to him and was audible he threatened to walk away, he did not give me an opportunity to talk. He repeated exactly what his staff Rivash had told us.
I had no option but to walk away.

Being the branch manager firstly he needs to be a people's person then he needs to be educated in microbiology, this knowledge must be filtered further down to his managers, in order to avoid such embrassing situations.

having limited knowledge such as Rivash and Rashid displays a poor reflection on pnp and gives one the impression that the standards are low regarding management.
Rashid repeated exactly what Rivash the junior manager had initially had told me, this is evidence that they have been miss informed regarding bulging of plastic cartons/bottles.

In my opinion, it was obvious that this youngster was not educated enough and was not in the position to make an informative decision by judging the situation. I refused to speak to him, after he accused me of not refrigeration the milk, he did not respect my request and carried on repeating himself, aggravating me and the situation.

There are several reasons for milk to spoil. One that I can think of is that spoilage bacteria may have introduced gases that increased the pressure inside the carton.
That's just 1 reason, what about the material that has been used to manufacture the Pnp bottles, that also can be questionable.

There is definitely more than 1 reason in explaining the reason why milk spoils.

Unfortunely due to there limited knowledge they were persistent and adamant giving be the very basic reason.

I re-iterate that my milk was refrigerated .

PnP has been known to provide good services, and such events tarnish the company name.

I expect an apology from both your rude staff.

The respond i received from head office durban...I am still waiting for a property respond

I bought a piece of cake from this store and I was poked by a sharp metal foil found in this cake just after taking few bites.

And when I seek for compensation they say they have their underwritten insurer aeggasked me to email all required docs "doctors note and pics taken by the manager who then asked me to liase with the insurer but the insurer didnt update me and I have been the one bothering them, they then promise to offer R500 which I consider as an insult and rejected an offer but after liasing with Pick n Pay headoffice they told me that their client is not liable.

PnP’s online service is pathetic. I booked an order for delivery for yesterday between (1 Feb 2016) 15h00 and 16h00. By 16h30 it hadn't arrived so I phoned the customer care line. The first person took my number and phoned back after checking with the courier, to tell me it was delivered and signed by a person I have never heard of and who doesn't work at my Company where the goods were to be delivered. He then said he would investigate further and phone me back. After 20 minutes NOTHING. So I called again. Had to go through the same rigmarole and then was put on hold for 25 MINUTES, only to be told by the next consultant that they were still speaking to the Courier Service. After another 20 or so minutes she finally phoned me back to tell me that the Courier was running late! This is now at 18h00 at night. How does it take over an hour and a half for a courier to tell people that they are running late. I take this as a blatant lie! And if they were running late, why did no one bother to contact me? Their service is terrible! I have already told people not to make use of this service or to support a PnP as this is what you can expect from them. I am still waiting for my order to be delivered and it is 10h46...will see if it actually arrives before 11h00! Highly disgusted! And to top things off, the delivery never came today either. When I phoned again to cancel the order, the consultant had the nerve to laugh at me because I was so upset. Well done on the training of your staff PnP!

My husband went to return the Bad Boys school bag today 21/01 @ the Woodmead store because the shoulder strap tore within 1 week of usage. The managers were very rude & pathetic as they did not want to give him the cash in return but gave him a gift card instead. Please note that yesterday 20/01 he bought an orthopedic bag for R 600 from the store & only went to return the Bad Boys bag today but the service was not good. If this is the way managers of the store act when attending to customers then they will loose a lot of business. Mr K Chetty Cell: [protected]

On Sunday 10th Jan, we went to Pick n' Pay Heathway in Northcliff. The following was noted as totally shocking and un-acceptable for a store of this calibre namely : Store Manager changes price when on promotional shelf such as the HD Tv from R899 to R1000.00 Staff are talking with eachother especially the fruit and veggie section and at the tills, you have to wait for them to finish a conversation before they help you, They have a clothes rack hanging on a wagon style large trolley right in front of the meat section, therefore absorbing meat into the fabric and totally un pleasant to look at> Shelves are empty of standard stock such as Yogi Sip etc. No help from staff as they all seem to be talking in groups among themselves. Manager has not control over the store and has no idea of what is going on.

I bought 8 of the above chairs. A huge sign was placed above it 'SAVE R 279.99'. (I do have a photo as proof) At the till they all scanned R 299.99. Fortunately i noticed and told the lady that the price is incorect. The sign wrt the product was displayed very clear. The manager on duty did correct the price but did not inform me about the double difference policy. I thus wish to claim the R 160, 00 due by Pick a Pay to me now. When i was done paying the latter, i realised that i needed coffee sachets, R 83.99 and quickly went to fetch. As i paid the same thing happened, it scanned R 86.99 instead of R 83.99. The manager however went to get the barcode and noticed again that PnP slipped up again and refunded me R 6. I dont understand how she could treat the one transaction different from the other ? Could it be bcause of the materiality of the price. Kindly arrange for the refund of R 160. Thank you Karin van Straten

For the second time in less than a year, I found a block of cheese full of mould in the cheese fridge at Pick n Pay Franschhoek. It's so full of mould that they might as well sell it as mould with a little bit of cheese. I attached two photos. It's also the pick n pay brand of cheese that is mouldy for the second time. How can you keep that on the shelf with all the other cheese? That's disgusting. Franschhoek has more than enough staff to deal with products starting to go off and this cheese must have started to go mouldy more than a week ago I will now find another supermarket to shop at.

Last week, my husband bought some milk in the sachet (two packs of one litre) and he put it in the fridge as we usually do. Two days later when, we open one of the packs it was expired already so we threw it away. Initially I thought it was my fridge that was not working properly, so I check everthing and there was nothing wrong with the fridge. So on Sunday 30 August 2015, I bought the 3 litres bottle at picknpay hyper this time, put it in my fridge and the next day it was expired again and we didn't even consume half of it. Few 2 days ago I bought 2 sachets, this time I put it in my deep frizer, took it out today and yet again it has expired.
With all this happeing I can only conclude that Picknpay is selling expired milk. I don't know if it is willingly or not but they need to investigate the matter.

After being ripped of by Spar for so many years the opening of the p n p store was welcomed by all Sedgefielders. After six weeks of happy shopping things are back to normal. eg There is not one special on the shelves, products are priced higher than all other p n pays.Why is this? Oh sorry, the management has stayed the same, the same management that ripped us off all the years.I love to shop at p n pays around South Africa, not having traveled to Zimbabwe I would imagine Sedgefield p n pay to be the p n pay of a 3rd world country. Please send a district manager to look for the near non existent no name brands and the general cost of all products in comparison to other p n pays. Spar allowed the store management to put on there own markups. Is this what is happening again? I am 58 years of age and have shopped in supermarkets since the early seventies. I am sure that If Mr Ackerman Had to shop in the Sedgefield p n pay he would disown it. Thank you for taking the time to read my grievance.