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Lactalis
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, Lactalis faces significant criticism around product quality and complaint resolution. Multiple customers report receiving spoiled, rotten, or contaminated dairy products including butter, milk, custard, and cheese. A recurring frustration is the lack of timely follow-up after complaints are lodged, with customers describing unanswered emails, broken promises of callbacks, and unresolved escalations lasting weeks or months. Competition entry issues have also caused dissatisfaction. Positive experiences highlight professionalism when investigations are completed and praise for an outstanding factory store employee.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-60
Recommended: Unlikely
Review Distribution
1.8|17 Reviews
May '25 - Apr '26
5(17.7%)
4(0%)
3(0%)
2(11.8%)
1(70.6%)
5(17.7%)
4(0%)
3(0%)
2(11.8%)
1(70.6%)
Frequently Asked Questions About Lactalis
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (17)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceDR
Danny R
1 reviews | Active since Jan 2020
18 Mar 2026, 17:59
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville. On opening the tub on 14 December 2025, we found that the cheese had a sour smell and looked lumpy. The cheese was bought for a function on 14 December and was disappointing to find it in poor quality and not usable for the function. The batch number is 6 00 1049 119 887. PD: 03/10/2025 11:41 BB: 01/01/2025 253 141 The response from Lactalis was that complaint has been discussed with their technologist who will take the necessary action to prevent a recurrence of such an unfortunate incident and that we must discard the product. No explanation why the product was bad before the best before date was forthcoming. The product was disappointing and the response was also disappointing.
Helpful (0)
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Danny R
1 reviews | Active since Jan 2020
18 Mar 2026, 17:59
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville. On opening the tub on 14 December 2025, we found that the cheese had a sour smell and looked lumpy. The cheese was bought for a function on 14 December and was disappointing to find it in poor quality and not usable for the function. The batch number is 6 00 1049 119 887. PD: 03/10/2025 11:41 BB: 01/01/2025 253 141 The response from Lactalis was that complaint has been discussed with their technologist who will take the necessary action to prevent a recurrence of such an unfortunate incident and that we must discard the product. No explanation why the product was bad before the best before date was forthcoming. The product was disappointing and the response was also disappointing.
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Replies (0)MN
Moten N
1 reviews | Active since Jan 2020
4 Mar 2026, 13:28
DISGUSTED- ROTTEN - BONNITA SALTED BUTTER 500g
I am writing to formally express my disappointment regarding one of your products and the manner in which my concern has been handled. On 09 February 2026, I visited Makro Woodmead to purchase several household items, including your Bonnita Salted Butter 500g. Unfortunately, upon returning home to Kempton Park, I discovered that the butter was rotten and in an entirely unacceptable condition. This was extremely disappointing, and I even considered driving back immediately despite the additional petrol cost. The following day, I returned the product to Makro. The consultant apologised and issued a voucher for a replacement. However, when I went to the fridge to collect a new unit, I found three additional packs of the same butter that were also rotten and still on display for customers to purchase. I immediately requested to speak with the store manager and escalated the issue. This matter was then escalated to Lactalis South Africa, yet the response I received was highly unsatisfactory. On 2 March at 14:27, I spoke with a representative who was not helpful at all. She insisted that the issue was entirely Makro’s responsibility due to storage agreements, and she refused to acknowledge any accountability on the part of Lactalis for the condition of their product. As the manufacturer, I believe Lactalis should take responsibility for ensuring that your products reach consumers in good condition, and this includes monitoring quality, investigating defects, and ensuring safety standards are met. The complete lack of ownership displayed during my interaction was extremely disappointing. At this stage, I cannot recommend this product to anyone, and the service I received from Lactalis has been equally unacceptable. There appears to be no willingness to take responsibility for the quality of your products, the inconvenience caused, or the associated costs I incurred. I am reaching out directly and professionally to understand how you intend to address this matter and what compensation you will provide for the inconvenience, time wasted, and additional expenses resulting from this experience.
Helpful (0)
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Moten N
1 reviews | Active since Jan 2020
4 Mar 2026, 13:28
DISGUSTED- ROTTEN - BONNITA SALTED BUTTER 500g
I am writing to formally express my disappointment regarding one of your products and the manner in which my concern has been handled. On 09 February 2026, I visited Makro Woodmead to purchase several household items, including your Bonnita Salted Butter 500g. Unfortunately, upon returning home to Kempton Park, I discovered that the butter was rotten and in an entirely unacceptable condition. This was extremely disappointing, and I even considered driving back immediately despite the additional petrol cost. The following day, I returned the product to Makro. The consultant apologised and issued a voucher for a replacement. However, when I went to the fridge to collect a new unit, I found three additional packs of the same butter that were also rotten and still on display for customers to purchase. I immediately requested to speak with the store manager and escalated the issue. This matter was then escalated to Lactalis South Africa, yet the response I received was highly unsatisfactory. On 2 March at 14:27, I spoke with a representative who was not helpful at all. She insisted that the issue was entirely Makro’s responsibility due to storage agreements, and she refused to acknowledge any accountability on the part of Lactalis for the condition of their product. As the manufacturer, I believe Lactalis should take responsibility for ensuring that your products reach consumers in good condition, and this includes monitoring quality, investigating defects, and ensuring safety standards are met. The complete lack of ownership displayed during my interaction was extremely disappointing. At this stage, I cannot recommend this product to anyone, and the service I received from Lactalis has been equally unacceptable. There appears to be no willingness to take responsibility for the quality of your products, the inconvenience caused, or the associated costs I incurred. I am reaching out directly and professionally to understand how you intend to address this matter and what compensation you will provide for the inconvenience, time wasted, and additional expenses resulting from this experience.
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Tsholofelo M
1 reviews | Active since Jan 2020
27 Jan 2026, 18:55
Customer service
Their customer service is so amazing they did follow up
Helpful (0)
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Tsholofelo M
1 reviews | Active since Jan 2020
27 Jan 2026, 18:55
Customer service
Their customer service is so amazing they did follow up
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
23 Jan 2026, 13:46
Don't buy their cheese. You might get poisoned. No end control!
I always buy Galbani mozzarella cheese for pizza. It was disgusting. Bitter, I actually had to spit it out. Did you throw in a whole container reinet???. I will never buy your cheese again!. Are you trying to poison us????.
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Anonymous
1 reviews | Active since Jan 2020
23 Jan 2026, 13:46
Don't buy their cheese. You might get poisoned. No end control!
I always buy Galbani mozzarella cheese for pizza. It was disgusting. Bitter, I actually had to spit it out. Did you throw in a whole container reinet???. I will never buy your cheese again!. Are you trying to poison us????.
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Replies (0)IH
I H
1 reviews | Active since Jan 2020
21 Jan 2026, 14:40
Parmalat/Lactalis Competition Complaint Ignored for Over a Month
I am extremely disappointed with how Parmalat/Lactalis has handled my complaint regarding their “Everything Needs Cheese” competition. On 18 December, I lodged a formal complaint after two valid, unused till slips were incorrectly rejected as “already used” when entering the competition via the official QR code and WhatsApp system. I provided receipts, screenshots, and full details. On 22 December, I was asked to provide my cellphone number, which I did immediately. Since then, I have had to repeatedly follow up myself (5 January, 15 January, and 19 January). I received multiple responses stating that my enquiry had been “escalated to Head Office” and later to the “Marketing Team”, with assurances that I would be contacted. No one ever contacted me. This includes emails from Denzel, Pulendron, Brenda and Benedict... all just automated response type emails with no follow through. As of today, more than one month later, I have: - Received no explanation for why valid receipts were rejected - Had no confirmation that my entries were reviewed - Received no resolution or accountability Despite setting a clear final deadline in writing, Parmalat/Lactalis failed to respond again. This is not just poor customer service — it raises serious concerns about the fairness and integrity of their promotional competition. I regret having to escalate publicly, but private channels have been completely ineffective.
Helpful (0)
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I H
1 reviews | Active since Jan 2020
21 Jan 2026, 14:40
Parmalat/Lactalis Competition Complaint Ignored for Over a Month
I am extremely disappointed with how Parmalat/Lactalis has handled my complaint regarding their “Everything Needs Cheese” competition. On 18 December, I lodged a formal complaint after two valid, unused till slips were incorrectly rejected as “already used” when entering the competition via the official QR code and WhatsApp system. I provided receipts, screenshots, and full details. On 22 December, I was asked to provide my cellphone number, which I did immediately. Since then, I have had to repeatedly follow up myself (5 January, 15 January, and 19 January). I received multiple responses stating that my enquiry had been “escalated to Head Office” and later to the “Marketing Team”, with assurances that I would be contacted. No one ever contacted me. This includes emails from Denzel, Pulendron, Brenda and Benedict... all just automated response type emails with no follow through. As of today, more than one month later, I have: - Received no explanation for why valid receipts were rejected - Had no confirmation that my entries were reviewed - Received no resolution or accountability Despite setting a clear final deadline in writing, Parmalat/Lactalis failed to respond again. This is not just poor customer service — it raises serious concerns about the fairness and integrity of their promotional competition. I regret having to escalate publicly, but private channels have been completely ineffective.
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Replies (0)BA
Beverley A
1 reviews | Active since Jan 2020
10 Jan 2026, 12:38
Coffee steri stumpie that smelt worse than 10 dead rats!!!!!!!
I bought a coffee flavoured steri stumpie on a Saturday afternoon from Checkers Watefall. R18.99.... When I opened it on Sunday morning, the smell was vile, putrid, sickening, it was worse then off. the whole house stank of this vile liquid, I happened to get some on my hands when I threw the liquid away, and nothing would get rid of the stench off my hands.....I wanted to vomit, my family wanted to vomit. I got in my car with the bottle, wrapped in 3 checkers packets, took it back the Checkers, the customers and staff near the Manager desk could smell it when unwrapped. The manager asked a staff member to take it outside to discard it, even they felt ill and could not get the smell of their hands. They refunded me R18.99, the Manager said he would deal with it on Monday and get back to me ( of course he did not get back to me) he even took the batch number down........... and I get an apology letter for all that I went through. This service is below standard, and is just totally unacceptable and unprofessional..... for all the time and money wasted on something that smelt worse than 10 dead rats !!!!!!
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Beverley A
1 reviews | Active since Jan 2020
10 Jan 2026, 12:38
Coffee steri stumpie that smelt worse than 10 dead rats!!!!!!!
I bought a coffee flavoured steri stumpie on a Saturday afternoon from Checkers Watefall. R18.99.... When I opened it on Sunday morning, the smell was vile, putrid, sickening, it was worse then off. the whole house stank of this vile liquid, I happened to get some on my hands when I threw the liquid away, and nothing would get rid of the stench off my hands.....I wanted to vomit, my family wanted to vomit. I got in my car with the bottle, wrapped in 3 checkers packets, took it back the Checkers, the customers and staff near the Manager desk could smell it when unwrapped. The manager asked a staff member to take it outside to discard it, even they felt ill and could not get the smell of their hands. They refunded me R18.99, the Manager said he would deal with it on Monday and get back to me ( of course he did not get back to me) he even took the batch number down........... and I get an apology letter for all that I went through. This service is below standard, and is just totally unacceptable and unprofessional..... for all the time and money wasted on something that smelt worse than 10 dead rats !!!!!!
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Replies (0)DR
Danny R
1 reviews | Active since Jan 2020
29 Dec 2025, 10:57
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville. On opening the tub on 14 December 2025 we found that the cheese had a sour smell and looked lumpy. The cheese was bought for a function and was disappointing to find it in poor quality and not usable for our function. The batch number is 6 00 1049 119 887. PD: 03/10/2025 11:41 BB: 01/01/2025 253 141 The matter was reported to Lactalis on 19 December 2025. Reagan from Lactalis requested more information and which was submitted on 22 December 2025. Since then no further response from Lactalis has been received. The 72 hours that Lactalis had stated by when response will be received has passed.
Helpful (0)
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Danny R
1 reviews | Active since Jan 2020
29 Dec 2025, 10:57
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville
On 12 December 2025, we purchased 230g tub of President medium fat cream cheese plain from PicknPay (cnr Radium & Osmium Streets) Carletonville. On opening the tub on 14 December 2025 we found that the cheese had a sour smell and looked lumpy. The cheese was bought for a function and was disappointing to find it in poor quality and not usable for our function. The batch number is 6 00 1049 119 887. PD: 03/10/2025 11:41 BB: 01/01/2025 253 141 The matter was reported to Lactalis on 19 December 2025. Reagan from Lactalis requested more information and which was submitted on 22 December 2025. Since then no further response from Lactalis has been received. The 72 hours that Lactalis had stated by when response will be received has passed.
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Replies (0)BA
Beverley A
1 reviews | Active since Jan 2020
22 Dec 2025, 12:37
Your bottle of coffee flavored drink was putrid and vile to say the least!!!!
Your apology letter means nothing to me, it's disgusting, for what I had to endure. I buy a vile smelling coffee flavored steri stumpie, I drive all the way back to checkers waterfall, they can't even stand the smell, they can't get the smell off their hands, I can't get rid of the smell in my house for a whole day. I get R18.99 back from checkers, an apology letter from the company, my petrol wasted, my time wasted and all you can say is " we sorry" your apology stinks just as bad as your product....... unacceptable!!!!!!
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Beverley A
1 reviews | Active since Jan 2020
22 Dec 2025, 12:37
Your bottle of coffee flavored drink was putrid and vile to say the least!!!!
Your apology letter means nothing to me, it's disgusting, for what I had to endure. I buy a vile smelling coffee flavored steri stumpie, I drive all the way back to checkers waterfall, they can't even stand the smell, they can't get the smell off their hands, I can't get rid of the smell in my house for a whole day. I get R18.99 back from checkers, an apology letter from the company, my petrol wasted, my time wasted and all you can say is " we sorry" your apology stinks just as bad as your product....... unacceptable!!!!!!
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