Pick n Pay
Reviews and Complaints

On 18-11-2022 i placed an online grocery order [protected]. I forgot to add an additional item and amended the order under no. [protected]. I realized on same morning that both orders when through when I identified a double deduction from bank. I immediately cancelled it which the pnp system allowed. To my surprise, both orders were delivered. I immediately returned order [protected] via pnp delivery and was advised my refund will be issued the next day. Since nothing happened I contacted the pnp complaint centre under reference [protected] and was contacted by an Pnp employee an hour later that my refund will reflect within an hour on 19-11-2022.

Today,its 22-11-2022, with no sign of a refund , nor a credit note which they promised me they will issue against my order. I also received another email advising me that my refund will take up to 10 days, HOW PATHETIC WHEN THIS WAS DUPLICATION WAS NO FAULT OF MINE! PNP IM EXTREMELY DISAPPOINTED IN YOUR SERVICE!

Good day,

I need urgent assistance as your incompetent ASAP call centre staff is useless.

I just received my order and the milkshake is open which has messed the whole packet. I called the call centre and I've being transfered from agent to agent who keeps loading my profile and yet nothing is being done. I have wasted 40mins of my contract minutes who the hell is going to pay for that!

The service from your staff is pathetic!

Good day

on the 5th of November I visit your branch at Boardwalk, Summerstrand, Gqhebera (Port Elizabeth) the lady at the money market cheque my points on my smart shopper card. She gives the amount to me that is available on my card. But 15 minute later when I want to use it, it was gone. Then they come with a story that someone else in our house use my card. The card was never out of my sight only when the lady at your till cheque my balance.

My name is Lize Rothmann

My cellphone number is

[protected]

Email old

[protected]@gmail.com

Email new

[protected]@gmail.com

Id number: [protected]

Physical address: no 6 Solomon street, Summerstrand, Gqhebera

Smart shopper card number :

[protected]

I believe this points was stolen from one of your employees at Pick n Pay Boardwalk, Summerstrand, on the 5 November 2022 just after 9 in the morning. I even try to cancel my old smartshopper card and take a new one out. Best for me is never to buy from Pick n Pay again. The people who work there is not trustworthy.

To contact Smartshopper or Customer care is useless. No Respose

Kind Regards

L Rothmann

Year [protected] ...

(weekly complaint to the store manager, John, as well as to the owner, George, and the Pick and Pay customer line who said that I would receive a call from Pick and Pay within 72 hours well no phone call as yet from 3rd November 2022.

To whom it may concern

Pick and pay coachmans crossing is a total disgrace to the Pick and Pay brand.

The store was taken over by the new owners and then Covid - 19 hit, The store was in desperate need of a make over, but the owners said that Covid did not allow for this. As we all know food retailers showed the greatest growth. The excuse after Covid was that the letting agents . This is a family run business yet the family work times convient to them.

I have been asking for Parmalat yogurt, whiskas cat food in jelly in the box of 12 etc etc for 2 years now yet nothing.

Thursday 3rd was the day that broke the camel back as all the fresh produce for off. I had a dinner and needed lettuce and avocado everything was off. You take them back and your money is refunded ,no name take etc which tells you that they dont really care. This is prime spot and the school is a target market, yet i know many many people who would rather drive an extra few kms than waste their hard earned money with people who are just in it for the money and there is no customer care. They say business is bad, well it should be this Pick and pay is totally disguistingly dirty and all produce is off , fridges are often broken and the owners play the blame game.

On the 4th November 2022, at approximately 16h00 I went into Pick n Pay at 6th Avenue in Heugh Road Walmer Port Elizabeth. I took a trolley to do some few grocery shopping. This is a Pick n Pay outlet that I use almost on a daily basis ( the history on my loyalty card speak for itself) as it is close to my place of work at the Airport. As such I could comfortably conclude that I am generally known by most of the outlet staff members.

On this day I walked as I would normally do on any other day, as I walked past the security personnel at the door and proceeded to the aisles to do my grocery shopping. I noticed a old white man with glasses who I am familiar seeing, as I always see him when I go inside the shop (not sure if he is one of the Management team). The man was following me at each isle but I was concerned with this and continued to collect more items at different isles, I then proceeded to the Cashier to pay. I put out all the items from the trolley and put them on top of the counter, the cashier rang all of them and the total amount added to R509,40. I gave her the money and at that time another white female wearing Pick n Pay uniform arrived and frantically started punching, on the keys of the cash register I was standing at without uttering a single word to me, while I was observing this with irritation another staff member arrived at the till with a few types of cheese with her and said to the white woman she was not sure which cheese she was looking for. The white woman took one of the Parmalat medium size cheese and continued punching the till.

At this point I noticed from the till that the total cost of my groceries sky rocketed to over R1000, the events unfolding before me were at that time beginning to be strange and irritating. Moreover that all this time there was no communicat9ion at all on the part of the staff to explain to me what was going on. I eventually asked the lady as to why the amount went up, I could not have prepared for the response I received out of her mouth in a million years. This woman projected her voice for everyone who cared to listen to hear what she was saying “it is for the cheese you stole here a few days ago”. That hit me like a lightning and I felt my temperature rising. As if the utterances of this woman were not humiliating enough, within a blink of an eye all the Management and Security guards were ready to manhandle me. While all the customers and staff were now looking at this business-like looking thief of the cheese. At this point I started getting more angry, shouting and crying and when I asked for the store manager, this lady told me that she was in fact the store manager. This woman took out her cellphone and showed me a snapshot of a black female wearing glasses and headscarf, she then asked that if it was not me. At that point I lost it, as that person did not look like me at all. It dawned on me that the whole debacle was not about me. A black woman earlier in the week stole cheese, then any lookalike black woman should be found and be humiliated for such act, any black woman will therefore do. Unfortunately I was a black woman available to unleash their anger to.

In the mist of this commotion another security guard whispered in this woman’s ear, as though the lady manager had her brain suddenly turned on, she looked at me and said she was “sorry this was a mistake”. The nerve to think that I would simply succumb to the cold hearted, meaningless and patronising apology. Not after I asked all of them if none of them recognised me, as I frequent their store every other day. A cherry on top was when another arrogant short white man wearing Pick n Pay uniform came and told me that “mistakes do happen”, I asked them how possible is it if I can steal and come to the same store to shop as I work just around the corner. The arrogance of that man was the cherry on top when he told me that there are hundreds of people working at the Airport who shop there everyday, I told him not to tell me about the hundreds of people as I was talking about myself. He then said I did not have to be abusive, I told them that if they claimed that they did not recognise me as the frequent customer they will know me for the rest of their lives.

I took back the cash that I already gave to the Cashier for payment of my groceries, at this point I tried to gather enough strength and courage to walk out of that shop with hundreds of customers and staff looking at me in the same manner I walked in a few minutes ago. However my legs were wobbly with tears running down my face, I found myself staggering out feeling extremely humiliated and my dignity violated. When I got into my car I could not even drive as I was shaking in anger and fear at the same time, trying to comprehend the events that unfolded a few minutes ago.

This incident should not have happened to me or to anyone for that matter, even more so to a defenseless woman. This was a well-orchestrated act of racism, they had a photo of a suspect for close to a week, giving them sufficient time to analyse and verify their story. It cannot be that only when I started screaming and crying that they realised all along they were wrong about suspected person. In the morning of the same day, I was at the very same shop trying to book flight tickets amounting to more that R5000, only to be later wrongly and grossly accused of stealing a mere cheese amounting to R500. It cannot be acceptable that women have to always fear for their lives from being raped and killed, adding to that is being called derogatory names like being a thief.

Ironically, I work in a Security environment where integrity, honesty, Passion and Excellence are just a few of my values. Only to be accused and stripped of my dignity while I always strive to uphold these values. I am a single mother to 2 beautiful kids, working very hard for my hard earned money to raise my kids with principles, to not take what does not belong to them. I do this not only to survive for myself and my kids but further to affirm to this patriated and racist society, that I am as well deserving to be respected and be seen as equal living a red blooded human being like anyone else. I cannot afford to second guess myself and live in constant fear to an extent that I will be uncomfortable to go to a store where I will be spending my hard earned money because of my gender and skin colour, if I do that my kids will have no hope of a future in life and I am their only point of reference to growth, morality and any good that a human can possibly have.

I am raiding this matter with your head office, as I believe that these people’s despicable behaviour is tarnishing a well-known and respectable brand that has been around since 1967. How many other people are ill-treated on a daily basis at that store and keep quiet?

I hope that this letter will bring to your attention the very bad service and treatment customers are receiving from this store, it can never be that I was the first customer to be ill-treated in that manner and nor am I the last one.

My loyalty personalised card will speak volumes if you can check your system, how long have I been shopping in that Pick n Pay and any other Pick n Pay store for that matter. This will tell you how loyal I was to this shop.

Good morning

I have been shopping at Sanbury square Pick and pay Eerste river for almost

a year now and have had quite good service. But it has been just over a month now that the service at the food deli is very bad, actually it is nonexistent, I had at numerous occasions stood at the Delli, with personnel that is there, but they don't even notice you, and when you call them to service you there whole general demeaner is that they are doing you a favor. Yesterday 08 November 2022 I was there at the deli, and there was 2 other persons in front of me, there where 3 people working at the deli 1 at the bakery side one at the deli itself and 1 at he the back, we stood there and where not serviced. I went and complained at the management ,today the same story, I stood there, and greeted politely, and the person just ignored me and did not service me, there is no customer care at all, so I am reporting it since I have been a Pick and Pay Customer for more than 29 years and am very unhappy about the service.

Dear Sir/ Madam

I was disgusted when visiting the PnP store at Eden on the Bay, Big Bay on the 6th November when purchasing Graham Beck Brut MCC.

The bottles were together with various other MCC brands on a shelf with one single big sign up marked R100 not specifying any specific brands.

On the side of the shelf on which the bottles were standing was also marked R100 for all the bottles on the shelf. I took three bottles to the till with some other goods that I was purchasing.

When the MCC went through the till it showed R200, which I queried with the assistant. We walked to the shelf and she agreed that I was correct in my understanding.

She called the manager and I accompanied him to the shelf.

He argued that the Graham Beck MCC was not on sale for R100 as all the other bottles on that same shelf but their price was on another board which was not visible. He could not tell me the price of any of the other brands on the same shelf when I asked him

He refused to let me have the bottles at the shown price saying I could have one bottle at R 150 and the other two at the full price of R 200.

I told him it was outragious and he could keep them all as I was being ripped off and I would not put my foot in his store again as far as I am concerned you pay the price that you see. He obviously does not understand the first thing about marketing or keeping customers.

I have been in the Red Meat industry for 44 years and am now a pensioner and I have supported that store since 2016.

I am absolutely disgusted at that type of service

Regards

Dave Ford

[protected]

I bought chicken mixed portion for the value of R62,12 with expiring date of 02/11/2022 purchase date was made on 30th October 2022 at Pick n Pay Hyper Steeldale.

Today it's 31st Oct 2022 I took out the chicken to cook but find out the chicken have a rotten smell and it have changed the colour.

Throw the slip but did pay with my bank card which the only proof I have for purchase.

Rachel

[protected]

I went into PnP liquor store in Sunward Park Boksburg at +-18:00 hours on 26 October.

I was looking at buying Three Ships Mush Tan (Whiskey) gift packs for several of my clients.

As advertised and as to the price label on the shelve it states that a gift pack that incudes 2 x glasses and a 750ml Mush Tun whiskey I noticed only 1 glass in the gift packaging. I opened one of the gift packs to see how many glasses are included and the manager walked up to me and very rudely told me that "you are not allowed to open the gift packs!" I explained to him that the shelve prices says 2 x glasses included and I was just checking for a second glass in the packaging. He once again said "you are not allowed to open the gift packs!" I then asked him to remove the product from the selves because what is being advertised is incorrect. He then just turned around and walked out the store.

I find this type of behavior very unprofessional and rude and not becoming for a store manager.

PnP Sunward Park has lost a customer and I will rather visit another store.

Good morning on 14/09/22 I apply for licence discs for online and pay the disc at Hatfield and wait for delivery , nothing happened and after I complain to store manager at pick n pay mokopane they told me they call me. I never received a call till today and on top of that they want me to pay 3500 which I already pay 2000 what a scam .Please give me my money back.

I would like to know why if there are any specials or mark down product does the staff get to buy everything and only a few items left for customers, I always shop at Pick n pay Sinoville and have realized that the staff walks out with all the goods that is has been marked down, there is a certain cupboard next to the veggies where most staff keep their goods and when knocking off they go to the till to pay for their goods and customers realize that what they paying for are mark down goods that was not displayed for customers. This happens everyday I have notice this too often.

I know they entitled to buy these goods as well but why not save some for the loyal customers.

Time was between 10.30am and 11.30 am Sunday 09 October 2022 I'm so disappointed by the service rendered today. Earlier this morning I went to pick n pay store #Ermelo.. to buy bread and I was on the phone the moment I walked in store until the service desk and when on the service desk after handing over the item wanted to buy I ended up waiting for about 2 minutes with no communication from the cashier until 8 asked what was going on because the speed point wasn't showing anything I ended up trying to access the speed point myself because the cashier wasn't saying anything and I couldn't drop the phone due to the nature of the call after I asked what was going on that's when the cashier told me she was waiting for me to finish the call so she can tell me so I asked do I have to drop the call for her to assist me paying the item because I was able to give her my bread while on the phone that's when we started fighting because of the attitude I got from her and the packer with the other service desk supporting them. I speak tsonga but tried to communicate in English to accommodate everyone and I have been harassed instead they used Zulu knowing I do not understand the language and the packer ended up saying something a vulgar language "khuluma masipa" I don't know if it's the correct word that got me angry and she told me she's fed up with me. The supervisor walked in with a new speed up and didnt even wanna try to resolve the issue I also didnt even involved her I took out my card and oay and walk away half way I turned back because of anger I wnt back to request the store manager. The gentleman showed up and listen to my story and took me to the office where I met the senior manager. I then explained the situation but I was surprised see that he wasnt even interested in resolving the issue which got me angry I just asked me to give him hthe till no which I did #Till no 7 instead after giving him the till number he just told to go that he will resolve the issue so I was concerned and decided to ask how I will receive the feedback which I thought it was the best thing for me to do thats when he 'took my details after me asking him asking him to take my details. Me forcing him to give him feedback got me angry as after taking my details told me straight to go. We then exchanged words out of frustration and ended up requesting them to play the recording which will justify my statement which he refused and told me his system is down so there's nothing he can do which clearly shows that we are not safe in your store as someone can stab you and get away with it with nothing to trace as your cameras won't be working because of your system being down. He then finally call the other manager and the cashier and pack after minutes of talking with him. The moment they walked in the office I knew the other manager was with them because even her didn't even try to resolve the issue they denied that they were shouting with me with the other team and told me "u khuluma ma sipa" and their fed up with me. All that was denied and I then asked them to play the video and the recording as I was sure they won't agree and management will always support them so the best way was to play the video that's when I was told they can't play the video.. I am really really angry and I do not like the service I got today because the way things happen makes us lose confidence in us, just because I wasn't in a suit does that mean I don't deserve to be heard, the way the handled the issues tells me "if you wearing work suits and dirty no matter the situation they won't even try to resolve the issue just by judging the background" I hate the fact that I have to take this further as I wasn't satisfied and I know not all time you will get the outcome I am expecting but I blame my background because if I was in a suit with Benz car key my situation would have been heard but my background made both the floor team and the manager not to even try or to apologize for what happened

Hi picknpay family store management !

I'm Alfred m. your regular customer reside in brackenfel for 19 years,but today I'm totally disappointed about the misbehaviour of your security officer in the parking area around 7 pm last night while I was reversing my car, a person next to me decided to reverse as well he was on my left side both of us was facing old Paarl road direction in a open parking the guy next to me was reating crazier,he didn't want to give me space he was hoting like a made person finally he decided to come over to me and I tell the guy to relax he must give me space to go,indeed the guy was cool he left inside of his car while I was busy the security guard approach me started to shout at me in a bad way, he call me "heeii youu move yourr thing around here: we had a big argument with a security I drove around the entrance I parkthere and I come back to confront the guy to know why he shout at me in front of my wife and probleme was between the two picknpay customers,what'sis the security duty in such issue? It's was my first time to see that person around we supporting the organization no matter small contributions of items we are buying must be valued and we deserved at least dignity and respect as a customer,please put the people that will bring 1+in your organization thankyou

To whom it may concern,

As a loyal PnP customer i am finally writing in to express my concerns and disappointment within my whole shopping experience at your stores over the past 4 months. I have seen such a HUGE reduction in the quality of service, general assistance maintenance of malfunctioning equiptment.

Just to name a few, trying to locate a staff member in within the V&A Waterfront store is like finding a needle in a haystack, you can walk around for in excess of 10 mins and not pass one store assistant.

The PnP in Green Point Argum centre, the conveyor belt systems at the cash registers have been out of service now for over 3 months. How can something as CRUCIAL as a conveyor system, be overlooked and disregarded, for this is a critical aspect of a consumers shopping experience and one of the last impressions, prior to departing the store.

No longer accepting a digital version of the Smartshopper card to me just seems ridiculous, as all other Grocery stores are moving forward, understanding that consumers no longer wish to carry cards and yet PnP seems to be going backwards by outlawing the use of the digital cards.

I just could not tell you the last time i left Pick n Pay, with a cheerful smile on my face and happy, with the shopping experience.

Hello

I would like to share with you the disgusting service I have received from Pick n Pay Clothing to date.

On the 31st August 2022 I placed an online clothing order and paid for it, was to receive the order in 3-5 working days. By the 8th September 2022 I did not receive a delivery. Contacted customer care who said they would investigate and was given the tracking number with the courier. Contacted customer service again on the 12th September 2022 to be told that the courier company has lost the package. So I requested a refund. today is the 29th September 2022 after 101 calls to the Pick n Pay customer car line, calls keep cutting the clothing online option does not work, the customer care consultant cannot get a hold of a manager or someone from the clothing department to attend to the matter.

NO REFUND

NO COMMUNICATION

NO ORDER

Spoke to Adrian Monday 03/10/2022 who was to email me contact details and the status of the refund

Thursday 06/10/2022

No Contact

No Refund

No Merchandise

Utterly frustrated

I am customer complning about Xoliswa manager who work in tablebay mall she abusing me on my work plc about the prmblm or mistake made by her staff bcz I go to buy on 30 of September in liquor store in table bay so I credited my empty as usual and I ask the one who was helping me 3 time homuch I am mush pay and sh tell the amount and I pay the amount she tell me to pay and I took my thing and go so now there cashier MD a mistek thy come to and abuse me like I am the one who mk a mistake and accuse me to my work plc and threthen me I gonna loos my job and I am nt happy about that my number [protected]

Cashier was rude.

She was buys having a conversation with her colleagues during a refund that was in progress yet I'm in the line to pay nd go back to work... Then I told her I'm at work while your having a conversation. She responded wit a attitude... Then I went to the management but still I couldn't get help cause he was on the fone so I thought I should write to the head office once for help...

Good Morning

I would like to cancel my order (Order Number: [protected]) and get my money back because it has been 2 days that I have not received my order which was supposed to arrive on Tuesday. I currently do not have groceries due to this incompetence. I placed this order online thinking it's a convenient service but I guess I was wrong! I will not be using this platform again. Please send me my money back and keep your groceries!

Yesterday (24/09/2022) i made an order around 3pm and the delivery time was scheduled for 5pm..so i contacted the customer Centre to cancel the order since the delivery time was not suitable for me, the customer Centre instructed that I turn the driver back to the store with the order so I can be able to get my refund. The driver turned back and another driver came back with the same order around 7pm and i explained to him that the order was canceled but he complained about his time and money wasted. The driver turned back with the order and a few minutes later i received an email stating that the order has been delivered to me, i made countless calls and up to date i haven't received any response from the support team /shop with regards to my refund and order. Please assist me with this matter

I went to pick n pay clothing in Vaal Mall on the 12th of September 2022 around 10:00

Thembi the store manager she was the only one apparently who have the access to override the exchange and she just passed us on the que while she see that we are there to do an exchange and went to receive stock.

we waited with the person who was assisting us for a while until i get bored and asked what's the problem and why am i waiting soo long to just do an exchange, then i was told that the person who need to override is receiving stock. i was so shocked that only one person can do the override then i decided to go. when i went back again i was told that she is now on tea break, i have to come back again.

The service i got was bad i think they need to improve there service the is no way that if a person need to an exchange she have to struggle like that. why the is only one person who can override the exchange only, what happens if she goes to the ladies then every one has to wait for her.