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1.2 783 Reviews

Pick n Pay Complaints Summary

42 Resolved
736 Unresolved
Our verdict: If considering services from Pick n Pay with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Pick n Pay reviews & complaints 783

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Newest Pick n Pay reviews & complaints

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V
1:10 pm EST
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Pick n Pay Purchase vouchers

On 29 November 2022 I bought two flexi vouchers, one for R500 and another for R100 and these vouchers start with a D alphabet not the usual C alphabet. These vouchers are still appearing on my cell phone banking. When I went to the bank I was told that vouchers that start with a D are not cash vouchers, they are only purchase vouchers, and that the participating retail stores include Pick'n Pay, Pick'n Pay Clothing and Pick'n Pay Liquor. On 14 December 2022 I went to Pick'n Pay Hyper in Port Elizabeth William Moffet, Walmer. The lady at customer service seemed not to have knowledge of this type of voucher and told me that the only voucher they accept is the one that starts with a C. I am writing to you because it seems as if I might lose my money as I was told at the bank that these vouchers are not reverseable. Please assist.

My details are as follows:

e-mail address: [protected]@gmail.com

Cell Phone: [protected]

Desired outcome: Reversal of my money back into my account.

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9:17 am EST
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Pick n Pay Melkbosstrand

13/12/2022

The special prices advertised in brochures are frequently not the price that is registered at the till.

When I say "frequently" I mean just that.

I have been overcharged countless times. So much so that I check my till slip before I leave the premises. This is not the case with the local Woolworths and OK. When they advertise a special, that is the figure that is registered at the till.

Today was the final straw. I was overcharged R40.00 on the fruit special of 4 items for R120.00 - something that has happened many times before.

There is a notice prominently displayed that offers a refund of double the amount of an overcharge, which is Pick n Pay policy according to the Wendy Knowler radio programme. When I requested this, the manager said that the bar code on the oranges was not part of the deal, and I pointed out that the shelf on which the oranges were displayed clearly stated 4 for R120.00.

I left with my refund of only R40.00, which should not be a big deal - except that I have been overcharged on specials so frequently that it has become a very big deal and I seriously question the Pick n Pay claim of "Trusted". I certainly would not say that is how I feel about your organisation.

Desired outcome: I would like a response.

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7:13 am EST

Pick n Pay Magneto led light

I bought two magneto led light a week ago at brackenfell family store. The store is situated in old paarl road, brackenfell. One is dropping main switch whenever I charged it. I went to the store to complain about it. The store manager told me it is working with them, and I ask her to come to my house to see for herself what it does she refused and told me I should take it and I told her that I am not going to do that. I demanded my money she refused she called the security telling the security so kick me out of the store I refused to live she, she told security must call the police I told them they must call I am not going to live I want my money. After she saw that I was refusing she then told me I can do an exchange. I was already fed-up cause she never said that initially she just said I must take the led light and live. She treated me very badly I do not want it I want my money. I will buy it somewhere else I want nothing to do with that pick n pay as much as it is in my aear I rather travel to other areas.

Desired outcome: I want my money i was treated very badly and I want it today.

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8:15 am EST
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Pick n Pay PNPHome Online Store - Don't care about customer service

If there was a-10 star rating it would have been too low! They have no idea of customer service or online shopping! I have bought a Fridge from PnPHome online shop on 3/12/2022, payment went of immediately - even though their website state that it will go the day before or on delivery. So I thought great I will receive my order the next day. Well surprise, when I phoned them the next day, they informed me no it will be 2 - 5 working days (the operator even swear at me). According to their website you will be notified the day before delivery via sms from the delivering company with driver details and reg nr that will do my delivery. I should have according to the operator that I spoke to on 4/12/2022 receive my sms on 8/12/2022. Well surprise, no sms, so I contacted the support center again, and I was informed that they did not have stock - WHAT! why do you advertise things that you don't have in stock and even have the audacity to take PAYMENT!... but they have just received the stock and I will receive my fridge either 8/12/2022 or 09/12/2022. This morning I received a sms from a different delivery company as stated on their website, with none of the details of driver, reg nr etc! and guess what... I'm not getting it today. I contacted the company and they informed me that PnP send it economy witch give them 2-3 business days to deliver so I will have to wait for them. PLEASE never ever buy anything online from PnP! It's absolutely not worth it to support them. Oh... I'm still waiting for my feedback from PnP!

Desired outcome: They must own up to misleading customers! Stop lying to consumers.

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8:52 am EST

Pick n Pay Asap delivery service /customer service

I am truly disgusted by the service I have received, I placed my order pass 8 thursday evening and on the app the expected delivery time was 21:30-22:00.

I then went back in to see how far my order was and the expected time was 09:00 - 10:30. Of which I then contacted my manager to set an expectation that I will be late.

Not to long there after I got two notifications to say that the driver is on his way and order delivered, by this time I was so stressed and tried to call the call center of which I got to a voicemail advising of the office hours, needless to say I hardly slept as I was trying to figure out what had happened to my order.

On the 3rd of Decemceber I initiated my first call at 09:00 am of which I spoke to Nosi who advised she will try and get in contact with the store to find out what happened, as the system shows delivered. I then kept checking the app of which I saw no movement and continue to call, Twice I called through and advisors would answer the call but no response. By this time I was livid as I needed to get to work, Eventually I got through to bridget and my airtime was nearly depleted, I asked her to call me back however she failed to do so. This has been after 8 attempts to get through. I then attempted to call again of which I then spoke to a Nosi again and I said I spoke to her the morning but she denied it and said there were two Nosi's and this was at 10:41. We continued to speak for 19mins of which she advised they had received an email from the store at 08:00 the morning of the 2nd to say that the order is still there. She then said she would have to send it to back office for them to allocate a driver. By this time I was fuming as I had to be at work. I then waited for the app to update and by 12:00 still nothing at 12:19 I then called and spoke to Ethan who says he also lives in kewtown and was very apologetic and advised he would put through a redelivery and speak to his manager to authorize.

I asked him to set the reorder for 17:00 as my daughter would be home, as I needed to get to work as I already have half a day unpaid. I then decided to uber to work of which it cost me R180 by ths time I had wasted over R100 on airtime of which I have my proof of all this.

At 16:00 I went into the app of which I still saw no movement and called the call centre again at 16:18 and not sure what the guys name is I spoke to but he was not very helpfull. I then asked him to please inform me of all the notes on my account and he said there was nothing, so you could imagine I was fuming. I then decided to call the rondebosch store where the order was and spoke to phumeza of which she was very helpfull. and ask her Manager to send an email for my goods to be delivered. Not to long there after I went into the app and saw that my order was being processed.

I have lost so much financially due to the incomptence of your staff and feel it's only fair that I be compensated. As I lost out half a day's money at work, I had to pay R180 to get to work when on average I pay R27 daily, I also had to buy over R150 in airtime as the calls are not a free line.

Please advise how you are going to compensate me for all of the above, or let me know if I should refer this matter to the consumer ombudsman for goods and services.

Kind Regards

Dezlynne Elias

Desired outcome: lost at work which are 4 and amounts to R309.92 , R180 for the uber i had to take excessive airtime spent on calling the call centre - R150

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6:37 am EST

Pick n Pay Home online shopping

I am at my wits end. I have contacted pick n pay online numerous times over R200 in airtime and no resolve has been met. I purchased 3 items online home shopping 6th November. I received and was billed for 1 item on the 11th November. However when I approached cspitec to release the balance as items were out of stock they gave me a printout of my statement which shows the money was NOT reserved it was paid to pick n pay online Kenilworth on the 7th November. The deduction is on my statement. Nobody is willing to accept the money was in fact paid over and pick n pay home online is sitting with my money. I have even tried to call the head office directly requesting for a manager to call me. I am still waiting. It is now 6th December 2022. The invoiced amount was R248.97 however the amount paid to pick n pay online Kenilworth was R240.97. Plus the R49.99 for the item received on the 11th November. I infact paid twice for the whisky glasses and have no change.

Desired outcome: I would like my money back that was deducted in the 7th November and some consideration for airtime spent on numerous calls without resolve.

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12:19 am EST

Pick n Pay No service after placing order

Order Number:

# [protected]

I placed an order online on 27 December 2022, to date no delivery no communication

I have called the customer care number numerous times, emailed multiple times, used the whatsapp number all to no avail. I keep getting we are experiencing high call volumes your query will be attended to.

I have replied on emails received and get the same response.

When placing the order it said delivery within 2-5 working days we now on work day 8 with zero response.

Worst online service I have ever received.

Desired outcome: Just want my order

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11:43 am EST

Pick n Pay Customer service

Useless service. Having an issue using my account on their online shopping website and as many times as myself and RCS confirm that the issue is not an account problem but a problem on the pnp online shopping website which is not synching the more they keep repeating... please contact RCS. And every time I reply I just get another ticket number instead of it being captured in the original ticket so it seems that this is always a new issue when it is actually something that has been happening for more than a month now.

The staff hired at customer service are clearly incompetent and cannot read or look at pictures, yes... even pictures have been sent. All they can do is reuse the same generic message over and over.

Latest ticket number is [protected] that was received responding to request number 564333.

Desired outcome: Fix your online syncing issue so it matches what is reflecting correctly in the RCS account, do so quickly. Refrain from telling me to contact RCS and let me know when you javelin managed to do so.

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9:47 am EST
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Pick n Pay Misrepresentation of price

Good day

I went to PNP Margate to get the boneless garmon that was said to be on special and I noticed that I paid full price when I enquires from the teller she gave me attitude telling me that the gammon is R89. 99 per/kg. My question was why was the gammon that was above a kg placed in the shelf that had the R89. 99 price, gammon that cost more because that is a misrepresentation of what the store is selling. You cannot put a price on the shelf that is not what it actually cost and you get to the till and get surprised as to why you are paying the full price, it feels like theft to me cause you are telling what is on the shelf is on sale but I end up paying original price. I tried explaining this to the teller who gave me attitude and told me that she will not bother explaining cause I won't understand her anyway. Please refrain from putting prices on things that are not on sale it's not right. I cannot get to a shell that a sale price and get to the till and pay the full price it's very wrong... Put sale prices on things that are on sale.

Desired outcome: I'd appreciate a response

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9:05 am EST

Pick n Pay Online shopping - orders not received

I am absolutely disgusted by Pick and Pay's online shopping service. AGAIN! I have had several instances where my full order has not been delivered and I have NEVER been reimbursed. We have tried to go through the customer service line countless times - they assure us that our issue will be resolved and then we never hear from them again. I have an outstanding complaint from 3 weeks ago where R320 worth of goods was not delivered. Today, however, they failed to deliver R1,300 worth of goods - all of which have been paid for in full. The driver says there's nothing he can do. The driver's manager says there's nothing he can do. The customer service people say they can't help us because they can't reach Woodmead pick and pay and when we try to call Woodmead hyper the phone goes unanswered. This is blatent theft and dishonestly and the fact that NO ONE has bothered to come back to us despite the complaints and issues logged with the contact centre is absolutely disgusting. I will NEVER shop with pick and pay EVER again. They are shameless thieves and I strongly advise the public to do the same.

Desired outcome: I want my money back from these stinking thieves. It would be nice to receive some kind of acknowledgement of their failing. [protected]@gmail.com

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Daphne Calverley
, US
Dec 04, 2022 10:47 pm EST

Same here still haven't received my order from pick n pay

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4:42 am EST
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Pick n Pay Placed order, never delivered, customer care not responding

I placed an order on Friday, 26/11/2022 for delivery 29/11/2022.

1st issue: They promised Black Friday deals online and then suddenly deals are not available when the order is due for delivery. Why make items available online if not available. It is not my fault that they can only deliver days later and they should've communicated that items are not available online. I would've gone to a store to purchase items

2nd issue: Received email that delivery is on it's way but nobody delivered anything. No communication.

3rd issue: I have tried continuously to contact customer care to confirm delivery. Emails, voice messages, calling and i have several references. PnP just isn't bothered to answer calls, return calls, reply to emails and deal with the issues. I requested customer care option at one stage, the lady responded that it an online query and she can't help. If I want help I must contact online (option 1 not 3) and that was it.

Desired outcome: I want my order delivered, my account deleted and never deal with PnP again.

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3:33 pm EST

Pick n Pay Incorrect promotional order delivered

I placed an online order on 23/11/2022 for the finish dishwashing tabs special of 3 x 56 tabs for R270. I ordered two of these promotions. Total after giving in R20 off my smart shopper card was R548.98. Money taken off my card, all is fair. The delivery arrived the next day and all I got was 2 x 56 tabs... For the same price of course. I immediately went online, pressed the toll-free number, and got through to PG Glass🤷🏻

So I phoned the land line...The phone was put down in my ear by Kaz, the customer service agent after 5 minutes...second time I was in the line for over 7 minutes without it being answered. I ran out of airtime. It is the 30/11/2022. Still no promotional item. No feedback. No refund. They have my money and I'm not getting it back it seems. Even though I did not sign for the item and I cannot speak to an agent, they just put the phone down in my ear🤷🏻. Many tickets are issued. Then they say it solved, and I don't know how because I never spoke to anybody. The one email said they tried to phone me and it went to voicemail. I don't even have voicemail.

I only ordered online ad it was the only way to get the promotional item...

Pick 'n Pay doesn't care. I'm the only person out of pocket to the tune of R548.98... + R20 smart shopper points.

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9:24 am EST
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Pick n Pay Promotional items not charged at promotional price

Good day, On 30.11.2022 I bought Fam-Tastic Mains (choose 2 Mains with 1 x Side) for R175, but got charged the full price on these 3 items. I am not sure if I accidently picked the incorrect items, but I picked 2 x quiches and 1 x salad. All three these items had the Fam-Tastic stickers on so in my mind I was picking the correct items to be eligible for the promotion price.

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6:30 am EST
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Pick n Pay Online delivery

chayton Nathaniel
Attachments11:51 (1 hour ago)
to jackerman, markbishop, dengelbrecht
Good day Mr Ackerman
I am extremely unhappy with the service I have received from your online shopping platform. I ordered my shopping on the 25/11/2022 from Greenstone Pick n Pay.
I requested it be delivered between 11am – 1pm on 26/11/2022. I gave instructions for the driver to phone me when he was at the gate. I received no phone call.
At 1pm I phoned Greenstone Pick n Pay more than 10 times.
The first excuse was that the driver was attacked by a dog and he dropped his phone and could not call me, then the next excuse was that the driver was calling me at my gate and I never came out. I said impossible, because I was waiting outside the whole time.
They said he was on the way, the driver only arrived here at 2-45pm. The driver then told me “sorry I was at the wrong address twice”, he went to 136 Johannesburg road, on the invoice it says 136 Lyndhurst road.
This is totally unacceptable.
 
I then checked my order and realized that 2 x chicken packs were not in the order, even though it had been invoiced. I then phoned Pick n Pay Greenstone again and they said they could only deliver on Monday now.
I then checked my payment that had come off my account, and you took more than R70 extra from my account. My invoice is not the same as what you took off my account.
On the Sunday Pick n Pay reimbursed for the extra money.
I spoke to Pick n Pay on MOnday, they said they were delivering, no chicken came.
I spoke to them yesterday, they said they are having problems with their chicken supplier. They would call me back, Nothing has happened.
This is the first time I have ordered online, and I have had the worst service possible, I really am disgusted with this shocking service.

Desired outcome: I want my items i paid for.

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3:38 am EST

Pick n Pay Cancelled order

Hi

I cancelled my order 5398118 this morning to find that the goods I ordered yesterday made its way to my delivery address.

I am so annoyed as the agent Shamla assured me that the order has been cancelled. refer service request [protected]

I have since sent the driver back with the order, I WANT MY MONEY BACK.

I have never in my life experienced such incompetence.

When will my money be refunded?

Desired outcome: I WANT MY MONEY Back

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7:23 am EST

Pick n Pay Asap delivery

Worst app ever

I placed an order this morning at 11h40. The app said delivery would be at 14h30.

Now without warning it changed to tomorrow at 08h15.

This is probably the most inconsiderate company ever.

If it told me from the get go that they would deliver tomorrow morning I would not have gone through with the order.

Place cancel my order and refund my money.

I will be deleting the app and will never recommend it to anyone again.

Pathetic

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11:21 am EST

Pick n Pay Order delivery

I placed an order on the 25th November 2022 and my order was never delivered same day. I called around 11am on the 26 November 2022 to inform them of this and I was told it will be escalated. Around 4pm my order was still not delivered. By the way this is happening the second time around. I'm so disappointed in ASAP service and I will never again use it...

Desired outcome: Would really appreciate if they would show that they are sorry about this as per the 2 consultants o spoke to today.

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10:07 am EST
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Pick n Pay PnP Asap

PnP ASAP has got to be one of the worst online shopping platforms. The quality of products available are questionable as I have been sent expired and damaged food products on more than one occasion and the delivery times are never adhered to.

Their customer service department is a shambles as they don't ever apologise for their pathetic service and are quick to pass a refund without a decent explanation let alone apology.

Pick n Pay quite obviously prides itself on pathetic service as they dont seem to be phased in the least about their disastrous ratings.

Desired outcome: None, as customer service is obviously not a concern or priority.

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4:17 am EST
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Pick n Pay False Advertising

Good Morning.

I went to Pick n Pay Hypermarket Boksburg to buy a Blue Mountain Gazebo for R999 was R1699.

Prices on the advertising papers says 25 to 27 nov 2022.

When I asked for the stock the response was never received any stock.

I was furious immediately because it is advertised on paper.

So it is false advertising if the store never received any stock.

I went to Game to buy a gazebo for R1299.

Not a happy customer at all period.

Regards

Desired outcome: I want it at the same price it was advertised.

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10:28 am EST

Pick n Pay PnP ASAP: Perishables arrived rotten a day later

I placed an order with PnP ASAP last Sunday, November 20. The goods were not delivered on Sunday, and instead arrived mid-morning on Monday. The goods had been bagged on Sunday and then left overnight. None of the perishables had been refrigerated overnight. The milk bottles were blown up, the fish was warm and crumbling, lettuce was wilted, etc. I emailed PnP - no response days later. I also called them on Monday and they were quick to send someone round to collect the perished goods. And after that I heard nothing. When I called today, I was told R300 would be refunded. They have no record of the returned food, which their own driver collected from me. I returned about R600 (ex VAT) of goods. I've spent about R100 on phone calls to them. The call centre people sound helpful, but still nothing has been done.

Desired outcome: I want either a full refund for all the perishables, or a replacement of the perishables (all of which I returned to PnP).

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Pick n Pay In-depth Review

Store Layout and Organization: The store layout at Pick n Pay is well-organized and easy to navigate. The aisles are spacious, and the products are neatly displayed, making it convenient to find what you need.

Product Range and Variety: Pick n Pay offers a wide range of products, catering to all your grocery needs. From fresh produce to household essentials, they have a diverse selection that ensures you can find everything on your shopping list.

Pricing and Value for Money: Pick n Pay provides competitive prices and great value for money. They frequently offer promotions and discounts, allowing you to save on your grocery shopping without compromising on quality.

Customer Service and Staff Assistance: The customer service at Pick n Pay is exceptional. The staff is friendly, knowledgeable, and always ready to assist you. They go the extra mile to ensure a pleasant shopping experience.

Online Shopping Experience: Pick n Pay's online shopping platform is user-friendly and convenient. It allows you to browse and purchase products from the comfort of your home. The website is easy to navigate, and the checkout process is seamless.

Delivery and Shipping Options: Pick n Pay offers reliable delivery and shipping options. They ensure that your groceries are delivered on time and in excellent condition. The delivery fees are reasonable, and you can choose a time slot that suits your schedule.

Loyalty Programs and Promotions: Pick n Pay has a loyalty program that rewards customers with points for their purchases. These points can be redeemed for discounts or special offers. They also have regular promotions that provide additional savings.

Quality and Freshness of Products: Pick n Pay maintains high standards when it comes to the quality and freshness of their products. The fresh produce is always in excellent condition, and the packaged goods are well within their expiration dates.

Hygiene and Cleanliness Standards: Pick n Pay prioritizes hygiene and cleanliness. The store is always clean and well-maintained. They have strict protocols in place to ensure the safety and well-being of their customers.

Return and Refund Policy: Pick n Pay has a fair and hassle-free return and refund policy. If you are not satisfied with a product, they will gladly exchange it or provide a refund. Their customer service team is efficient in handling such requests.

Accessibility and Convenience: Pick n Pay is easily accessible, with numerous stores located in convenient locations. They have ample parking space and offer extended operating hours, making it convenient for customers to shop at their preferred time.

Community Involvement and Corporate Social Responsibility: Pick n Pay actively participates in community involvement and demonstrates corporate social responsibility. They support various initiatives and charities, making a positive impact on society.

Overall Shopping Experience: Overall, shopping at Pick n Pay is a pleasant experience. The store provides a wide range of products, excellent customer service, and competitive prices. Whether you shop in-store or online, you can expect a convenient and enjoyable shopping experience.

Comparison with Competitors: Compared to its competitors, Pick n Pay stands out for its extensive product range, competitive pricing, and exceptional customer service. They consistently strive to meet and exceed customer expectations.

Recommendations and Conclusion: I highly recommend Pick n Pay for all your grocery shopping needs. With their well-organized store layout, diverse product range, competitive prices, and excellent customer service, they offer a top-notch shopping experience. Whether you prefer to shop in-store or online, Pick n Pay is a reliable and convenient choice.

How to file a complaint about Pick n Pay?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Pick n Pay. Make it specific and clear, such as "Overcharged for Groceries at Pick n Pay [Location]" or "Expired Products Sold at Pick n Pay [Location]".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as customer service, product quality, pricing discrepancies, or any other specific issues. Mention the date and location of the incident, and describe the problem you faced. If you had any transactions, include relevant information such as receipts, product names, and prices. Clearly explain the nature of the issue, the steps you took to resolve it, including any communication with Pick n Pay representatives, and the company's response or lack thereof. Detail how this issue has personally affected you, whether it was a waste of time, financial loss, or any other impact.

5. Attaching supporting documents: Attach any relevant supporting documents such as receipts, photos, emails, or other correspondence. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from Pick n Pay, whether it's a refund, an exchange, or any other form of rectification.

7. Review before submission: Before submitting your complaint, review it thoroughly to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all the information provided is correct.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or even from Pick n Pay representatives addressing your concerns.

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ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Pick n Pay. Discuss the issues you have had with Pick n Pay and work with their customer service team to find a resolution.