Pick n Pay
Reviews and Complaints

This incident happened on Saturday, 19 February 2011 at 14:45 at the Pick ‘n Pay store in Vincent Park, East London. I was standing in the 10 items or less queue. I had unfortunately 11 items in my basket, it was essential 4 tins of beans, 2 punnets of mushrooms, 2l milk, a punnet of broccoli, a butternut, green bean and baby marrow. I was firstly wasn't greeted by the cashier whose name is Thembela Nqabeni. The cashier was not friendly or approachable, he appeared to be fed up and indifferent. He grunted something like "10 items only" and told me to get out of the line, which I waited in for at least 5 minutes. He then started to call customers behind me to be served, leaving my goods on the untouched on the conveyor belt. His argument for not helping me was that I was holding up the line with my extra item. He called for management, which also took time to arrive. The head cashier arrived first, I did not get her name but she told Thembela to serve me and let me get on my way. He obviously did not like that response and still refused to help me and then proceeded to wait for the manager. I was greeted by an insincere manager Michael, who apologized unsympathetically on Thembela’s behalf. Now it seems that they wanted to prove a point they were both adamant that I purchase and pay for 10 items. They rang up the 10 items and then rang up the last item separately making me pay twice with my debit card. I am truly and honestly shocked by this bad attitude and service that I received. Surely PnP employs a screening process for their managers and front line staff.

I have complained on numerous occasions to the Store Manager, Call centre and even the Regional Manager with regards to the poor standards at the Sable Square store. The store is dirty and the vegetables are generally rotten and should not even be on the shelf. I have been given numerous excuses, from there are no reliable people within the area to clean the store to the fact that this is a franchise store and therefore are last priority when stock is allocated from Head Office.

I find it very hard to believe that Pick n Pay would allow their reputation to be so tainted by a store that quite obviously couldn't care less about the customers. But then again, I have just been given the run around by the people I have contacted.

The store manager (Faldie Smith and Wahied) at Pick n Pay Promenade seems to have a problem when customer want to return or exchange items at the store. About a month ago my boyfriend took back batteries which he had bought at the store but only returned it a week later as it was the wrong size, by then we did not have the till slip anymore, they refused to give his money back and told him that they would not be able to exchange the item with one, when he told them that he bought the wrong item they eventually gave him a gift card, firstly this was not bought with a gift card and secondly why are they giving customers so much grieve. A 2 min transaction took 20 min of arguing.Today my brother in-law took back two clothing items which my mother had bought for his 4 year old daughter as it was to big for her, the store manager (Faldie Smith and Wahied) told him that he should leave it there as they first have to check on the system if the items were bought there seeing that he does not have a till slip, the items were not bought there but in Canal Walk, why would we want to drive all the way to Canal Walk just to exchange an item when there is a Pick n Pay store down the road.

I was at your Walker Drive store on Sunday morning and was truly amazed to find no 2% milk. The lady at customer care was lovely and took me to find the manager of that department, but sadly he was not interested in the slightest with my problem. My question to him was 'how can a supermarket not have a basic like milk'? He basically shrugged his shoulders and carried on with what he was doing. I have spoken to the store manager and supervisors on so many occasions and sadly this is the last time that i will be going there. I went down the road to Spar and got what i needed from them. You really need to jack your ideas up if you are trying to compete with other supermarkets

On the 27 March i went to pick n pay cedar square to have breakfast at their deli.i had a cup of rooibos tea, when i went to pay i was told by the guy that served me to say to the cashiers i had tea and the would know the code. to my surpise it wasn't the right code it was for normal tea instead of rooibos tea, i was stopped at the door cause i had not paid the right amount of money. Today (29 March) i was in the store and couldn't help over hearing another customer complaining about the same thing, i found it appouuling that your staff members actually sit there on the tills and gossip about customers saying she just wanted to ***** the food. I only send this email now cause i feel that this was what was said about me i find it really disturbing. i would like to know why don't you put prices on the takeaway food that is bought at the deli just like everything else that is on the shelves or better why don't you deputize somebody to ensure that all is scanned correctly? This is humiliating and degrading.

I went to Festival Mall Pick n Pay on Tuesday 16.03.10. It was before 13h00. I stood at the cigarette counter for about 5 minutes. There was 1 customer in front of me (no items in his hand) and he was being served by Salamina. Salamina had her head down (looking at the till) for the entire time that I stood there. I eventually asked if she will be much longer. She did not even lift her head, and just said 'I do not know' in a very rude tone! No apologies or saying there's a problem. I was shocked! I have noticed this happening increasingly with Pick 'n Pay cashiers... terrible attitude. They are being paid to do their jobs, not doing the customer a favour.

Although I must say the cashiers at the Oakfields and Glen Ballad mall Pick 'n Pay are wonderful.

I am tired of the continuos bad service from the staff at the Carlton Centre branch in JHB CBD. For over a year I have stomached bad attitudes and rude behaviour from the staff. The cashiers hardly ever greet my husband and I. There is never thank you said. On Sunday I forced myself to shop there for odd things. I prepared myself for the bad service but this was the worst. The cashier was servicing an elderly man before me and when he had to pay, she took the notes from him and when she saw what she claims to be an ink stained note (which it was note, I work for a bank and can confirm that it was not) she through the notes onto the counter rudely and refused to take them as payment from the old man. He paid with some coins that he had and left the store. I followed with my groceries and was not looked at or greeted, She rang up my groceries, pointed to the total for me to see. I gave her the money and when she had to give me change it fell on the counter. She looked at me with an evil stare as if I had dropped the money on purpose just for her to pick up.Never again will i set foot in that store. I phoned customer care to complain and still no one called me back.

I frequent the Pick n Pay frequently as it is one of the two shops in the Meerensee area, the other being Spar. I dislike going to the Spar as it is always busy, it seems dirtier and the Pick n Pay name brand sits better with me.

However I am growing more and more frustrated by the lack of service and poor cashier management at the Pick n Pay.

The Pick n Pay is by far a better store - cleaner, bigger, more parking, better security and, from what I can tell, more competitive pricing. But, there are never enough cashiers to handle the few people who do shop at the store. Almost every single time I go there in usual shopping hours there are big queues as only 3 or 4 of the tills are open.

What is even more frustrating is the fact that on the wall is a poster of the 'Pick n Pay promise' that if there are 2 people in front of you in a queue they will open another till - this has never happened. I have complained about this fact and the response on both occasions is 'we are short on staff'. I doubt if Mr Ackerman had made similar comments when faced with similar problems he would been able to build such a strong name brand.

I have been shopping at the Village Walk Pick 'n pay because of convenience. My first complaint with the store was when I found plastic in my toasted sandwhich bought from the deli. I spoke to the manager (an older lady). She appologised and said that she would deal with it straightaway, she then walked in the oppisite direction. She made no effort to refund me or correct the situation.

This weekend I then bought a back of boerewors. After cooking it and we started to consume it and small sharp pieces of bone were found through out. Obvously bones were ground up and added to the sausage to save costs. This is a disgusting method of saving costs and extremely unethical. This is age where people watch what they put into their bodies and ground up bones was definatly not on the ingredient listing.

Shame on you Pick 'n Pay Village Walk!

Iam so disgusted at pnp, i went to pnp bought a few things and went to pay, when i got to pay my 1st transaction declined i was like i have funds in my acc so the lady brought a mobile swipe machine and what would you know it went through. So a few days later i checked my bank statements and to my surprise bought transactions went off my account. Incl the declined transaction. The same sunday i went to pnp spoke to a guy and he promised it would be sorted out, a week later nothing! So i go in again 4 the second time told them the problem again nothing happened! And it was the second time i was promised they would call me back regarding the matter the 3rd time i went back still nothing! I just want to know does pnp intend giving my money back because this is truely theft!

I have complained numerous times with regards to the hygiene of this store. Today I was nauseated by the stench floating around the meat counter of this store. This is totally unacceptable, even for the Louis Trichardt store were Management shows no concern for any of the clients. My problem however is the remains is any of the fresh products served in this store safe for human consumption? While standing at the bread counter, I noticed that the public pokes the fresh bread, touches and squeezes the bread until the “right” bread is located and then it placed in a protective cover. (Plastic or paper.) All of this happens after about ten breads have been handled already. We life in a society pestered by illnesses related to poor hygiene, yet your store encourages poor hygiene practices by letting the public handle the fresh bread. I also noticed that only some of your bakery personnel wear gloves while handling fresh products. If all of the above is not bad enough it seems like all your cashiers are on a slow strike, taking their time assisting patrons in your store.

On Friday the 26th of February, I went to Pick n' Pay liquors to purchase a bottle of wine, as I couldn't find that certain wine, I asked an employee by the name of Zulu for assistance, I told him that I was looking for a bottle of natural sweet red wine(I was standing in the white wine section and had found nothing in the red wine section), he told me 'here are all the wines, can't you see them?'I replied that I was looking for a specific brand and could not find it on the shelf, he then asks me, 'Can you not see it on the shelf?', he then proceeded to fetch it from a box and handed it to me with attitude then he says, 'do you not know how to say thank you?'Then I told him that he can't expect me to say thank you when he was being rude, he then started to swear at me in zulu and threatening me saying that he would come after me(mind you, this guy's eyes were very red, therefore he must have been drinking on the job). I think Pick n' Pay should be aware of the kind of people they employ and those people's attitudes and if an employee is drinking on the job, especially in a liquor store, that's not a good look.

On Sun 06-12-09 i went to purchase a few consumables at Athlone Park Pick n' Pay and in I am normally a person who checks expiry dates but thought that Pick n' Pay being a reputable store will not stock expired goods... I WAS SO WRONG! While driving back home I was drinking the naartjie Twist cooldrink I purchased and spilt some. While cleaning up ; to my DISGUST I noticed the expiry date underneath the can, 30 Nov 09. I was peeved. I paid for those expired goods and I wouldnt even sponsor poor people hampers with such stale goods let alone pay for it! Even the bread on the shelves read, use by date 08-12-09, and on fri I purchased bread at my local garage with a sell by date, 07-12-09. Athlone Park Pick n' Pay store is not very busy and I doubt the managers even check stock, it is a dumpsite and i wil now advise relatives and friends who reside near and in that area to NOT shop at that store ever! No matter the desperation, travel and get fresh stock. It may be a few days old only but where are your principles and policies?How unhygienic, imagine if it was another edible item that made me ill? Filthy sty of a store, clean up your act and store its disgusting.

I did an online shopping order which was delivered on Monday 2nd Nov. When they had delivered and left I picked up the 7kg bag of potatoes and the bottom literaly fell off and the potatoes were rotten. I immediately called the home shopping line and was promised they would replace them the next day. By Tuesday eveing - no replacement. I called on Wed and spoke to a cistomer service rep (Siniswe) and was promised delivery on Thursday. By 4.30 on Thursday I still had no delivery. I called again and spoke to Siresh and he then called the store who promised delivery on Friday. He even called me back at home to confirm this. By 4.30 on Friday I still had no delivery. When I called the customer service centre I asked to peak to a supervisor. A lady Vanessa called me to say how sorry they were but nothing could be done till tomorrow. I demanded taht she call the manager (who had just left) and get him to deliver them himself! At 5.45 I still have no answer and doubt very much that I will see the goods tomorrw either. Pick and Pay abuses the customer and because they have such a hold on the market feel they can do as they please.

As you know, I am not a great fan of the PnP Mini Market at Lakefield Square. Today, I again tried to get Ciabatta rolls (6pack), again none in stock (happens often, I guess the guy who does the ordering does not comprehend that if the product is constantly out of stock, it actually sells?). Tried to order a few packs. Went to the 'manager section' (no manager or supervisor in sight anywhere). Two staff were busy doing whatever they were doing. A cashier walked past me, made them aware that I was standing there, no response. I then said ME IS A CUSTOMER, still no response, they continued doing what they were doing. I then asked the female staff (NOT a 'security staff') what her name was. She did not respond. I had to ask her SEVEN TIMES, the last two times I asked whether she was refusing to give me her name. Her name is Abigal.

The staff at the Campus Square branch are extremely rude and unwilling to assist in general. There are more people standing around, holding hands and having their own good time, than available pay stations or assistance on the floor. Even the Manager (supervisor) on duty doesn't care much.

Yesterday customers had to wait in line while an employee took her time paying and chatting to the cashier on duty and the customers were ignored. Worst of all is the employees have bad attitudes when customers dare say something.

This is just 1 instance, these type of scenes happen daily in the specific branch.

The 'fresh fruit and veg' doesn't last long and sometimes it smells bad in that department, that looks chaotic most of the time.

Overall stock disappointing. It's a pity that the area is only serviced by 1 Pick 'n Pay in the area!

I have so much to complain about with regards to Pick 'n Pay Hypermarket Norwood Mall.I have been shopping there since I was a little girl but lately I have alot to complain about.Firstly if you buy a ready made meal it is because you have no time to cook & expect something nice.I bought a big portion of your ready made chicken curry from your deli & sat down to eat it for dinner.All there was, was chicken bones, skin & fat blobs, I was & still are disgusted & the price was blady expensive too.I bought a pack of cinnamon buns that came with a caramel sauce, the date was still right, they were as hard as rocks & extremely dry that even the caramel sauce could not help the dryness, I ended up throwing them all away, they were terrible.How come Woolworths have their own brand of decaf coffee which is R29-95, goes off the shelf for a while as they are out of stock & need to get the coffee beans.It comes back onto the shelves a couple months later at the exact same price of R29-95 but Pick 'n Pay's prices go up daily, it is really ridiculous at the way ur prices just keep shooting up & you are ripping us consumers off who hardly have any money! I am so angry & dont want to shop at your store!

Went shopping at Pick n Pay. About 40% of the items that I picked, I couldnt find pricing for. Then I had to search for someone to help me. Then I was made to wait about 10 minutes for a price for one specific item. This was unacceptable. My shopping time could have been less 30 minutes if labels were correctly placed and staff was within a close vicinity in their departments.

I was doing my grocery shopping and I was in the aisle where the hair accessories are kept. One of the pick 'n pay employees picked up a brush, brushed her hair and put the brush back. Completely brazen, uncaring that the aisle was full of people. Now there are certain things in life that we just don't do...and I should NEVER have to write in to report this kind of behaviour. Standing watching the employees of pick 'n pay I have to say that they are completely out of control and unruly. Shouting at each other, pushing past customers...there is such a thing as common courtesy which I have to say is sorely lacking.

The sales man requested a TV license which I didn’t have with me but had my id, he referred me to patience at customer care, I explained to patience that I don’t have copy of my TV license with me but have my id and proof and he can call sabc call centre to confirm, she call Joseph who is patience manager. Joseph told me pick n pay doesn’t call sabc and I have to produce copy of the TV license. Their TV Section firstly doesn’t have anything showing what they need when purchasing TV. I asked Joseph for copy of the doc that states that I have to have a copy of TV lic when purchasing a TV and he showed me a sample of a TV license which also states that retailers have to confirm with sabc if a cust have a valid TV license. When I showed him the procedure on the letter (TV license) he told me they only call sabc when you produce you license. I went to collect copy of my TV lic which was expired (2007) and they sold me TV without even confirming with sabc if it is valid, After I paid for everything I asked Joseph why did they sell me a TV without confirming with sabc as it a procedure and he told me I can report to the highest person I want. Is their staff trained on such things.