Pick n Pay
Verified Business
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Pick n Pay is experiencing significant and widespread customer dissatisfaction across nearly every touchpoint. While pockets of excellent in-store staff are regularly praised by name, the ASAP delivery platform dominates complaints with persistent delays, non-delivery, and refund failures. Product quality concerns around expired and rotten food are a recurring and serious theme, and complaint resolution processes are described as slow, circular, and often ineffective.
Top Strengths:
- •Customer Service & Support: Named employees at specific branches consistently earn heartfelt praise for warmth, patience, and going the extra mile. Customers celebrate individuals like Nonkululeko, Nothando, Zandile, Gift, and several call centre agents by name.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
2.7Trustindex Rating
#5Ranked In Grocery & Food
58 hours 39 minutesAverage Time To Reply
-71 NPSRecommended: Unlikely
Replied to 89% of negative reviews
Typically takes less than 59 hours 6 min to reply
TrustIndex
2.7
Score
Ranking
#5
in Grocery & Food
Avg Reply
58 hours 39 minutes
NPS Score
-71
Recommended: Unlikely
Replied to 89% of negative reviews
Typically takes less than 59 hours 6 min to reply
Review Distribution
1.4|2,356 Reviews
May '25 - Apr '26
5(7.2%)
4(1.2%)
3(1.5%)
2(2.9%)
1(87.3%)
5(7.2%)
4(1.2%)
3(1.5%)
2(2.9%)
1(87.3%)
Recent reviews (2,356)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
JL
Jurie L
1 reviews | Active since Jan 2020
19 Mar 2026, 09:30
Sell products way after the sell by date
Pick n Pay Hyper in Bloemfontein doesn't inspect the pet products regularly for the expiration date. I bought the AVI parrot food from them and didn't realize it had expired. Only after my parrots got sick and died I realized it. I informed the manager a Mr Ishmael about it and when we went to the shelve all the packets were expired by almost 3 months. He then offered to replace the parrots out of his own. Jeanette also from the shop called me to get the proof of purchase of the parrots and when they realized it was expensive the cat and mouse game started. Almost two months later I was told by the insurance company that because I didn't took the parrots for a autopsy and to a VET to obtain a report they will not replace them. They offered to replace it and not the other way around.
Helpful (0)
|Replies (0)JL
Jurie L
1 reviews | Active since Jan 2020
19 Mar 2026, 09:30
Sell products way after the sell by date
Pick n Pay Hyper in Bloemfontein doesn't inspect the pet products regularly for the expiration date. I bought the AVI parrot food from them and didn't realize it had expired. Only after my parrots got sick and died I realized it. I informed the manager a Mr Ishmael about it and when we went to the shelve all the packets were expired by almost 3 months. He then offered to replace the parrots out of his own. Jeanette also from the shop called me to get the proof of purchase of the parrots and when they realized it was expensive the cat and mouse game started. Almost two months later I was told by the insurance company that because I didn't took the parrots for a autopsy and to a VET to obtain a report they will not replace them. They offered to replace it and not the other way around.
0
Replies (0)BS
Braam S
1 reviews | Active since Jan 2020
19 Mar 2026, 07:19
P n P Waterfront Bloemfontein Overpriced
To Whom It May Concern, I am writing to formally raise a concern regarding the pricing of a product at your Waterfront branch in . On a recent visit, I noted that were being sold at your store for R22.99 per packet. However, at Metro Food and Veg, located approximately 2 km away, the exact same product is priced at only R8.00 per packet. This significant price difference is concerning and raises questions about pricing fairness and competitiveness. As a regular customer, I find it difficult to justify such a markup, especially when a nearby retailer offers the identical product at a substantially lower price. I kindly request that you provide an explanation for this pricing discrepancy and advise whether any review or adjustment of your pricing structure will be considered. Transparency and fair pricing are important factors in maintaining customer trust and loyalty. I look forward to your response and hope this matter will be addressed promptly. Yours sincerely, Braam Seneka 082 303 9737
Helpful (0)
|Replies (0)BS
Braam S
1 reviews | Active since Jan 2020
19 Mar 2026, 07:19
P n P Waterfront Bloemfontein Overpriced
To Whom It May Concern, I am writing to formally raise a concern regarding the pricing of a product at your Waterfront branch in . On a recent visit, I noted that were being sold at your store for R22.99 per packet. However, at Metro Food and Veg, located approximately 2 km away, the exact same product is priced at only R8.00 per packet. This significant price difference is concerning and raises questions about pricing fairness and competitiveness. As a regular customer, I find it difficult to justify such a markup, especially when a nearby retailer offers the identical product at a substantially lower price. I kindly request that you provide an explanation for this pricing discrepancy and advise whether any review or adjustment of your pricing structure will be considered. Transparency and fair pricing are important factors in maintaining customer trust and loyalty. I look forward to your response and hope this matter will be addressed promptly. Yours sincerely, Braam Seneka 082 303 9737
0
Replies (0)BF
Bontsi F
1 reviews | Active since Jan 2020
19 Mar 2026, 06:31
Pick n pay Hypermarket Greenstone
Horrible service I recieved from pick n pay Hypermarket greenston mall after I purchased an expired drinking yogurt Firstly the contact numbers are on the till slip and website are not correct or updated.i had to contact pick n pay clothing for them to give me the correct numbers furthermore they don't pick up the phones when you contact the store after several attempts I finally got through to report to them them that my son got sick from consuming the the pick n pay brand drinking yogurt that had expired on the 25 February,2026 which was still on the shelves when I purchased it on the 11 March 2026 still to date I have not received any proper feedback from pick n pay having submitted the requested documents
Helpful (0)
|Replies (0)BF
Bontsi F
1 reviews | Active since Jan 2020
19 Mar 2026, 06:31
Pick n pay Hypermarket Greenstone
Horrible service I recieved from pick n pay Hypermarket greenston mall after I purchased an expired drinking yogurt Firstly the contact numbers are on the till slip and website are not correct or updated.i had to contact pick n pay clothing for them to give me the correct numbers furthermore they don't pick up the phones when you contact the store after several attempts I finally got through to report to them them that my son got sick from consuming the the pick n pay brand drinking yogurt that had expired on the 25 February,2026 which was still on the shelves when I purchased it on the 11 March 2026 still to date I have not received any proper feedback from pick n pay having submitted the requested documents
0
Replies (0)TS
Thokozile S
1 reviews | Active since Jan 2020
19 Mar 2026, 05:57
Refuse to exchange faulty itea still on warranty
Hi I bought a Russell Hobbs iron on the 28 June 2025 the iron shows 1 year warranty went to store since the iron is not working was told they have only 6 months warranty override what's written on the receipt Pick n Pay qualisave Bophelo ivory park
Helpful (0)
|Replies (0)TS
Thokozile S
1 reviews | Active since Jan 2020
19 Mar 2026, 05:57
Refuse to exchange faulty itea still on warranty
Hi I bought a Russell Hobbs iron on the 28 June 2025 the iron shows 1 year warranty went to store since the iron is not working was told they have only 6 months warranty override what's written on the receipt Pick n Pay qualisave Bophelo ivory park
0
Replies (0)LS
Lulama S
1 reviews | Active since Jan 2020
18 Mar 2026, 13:44
Complaint
Dear [Shop Manager/Owner or Customer Service Team],I am writing to formally complain about a recent transaction at your store involving your employee, Vhitshilo Ligege.On the 18th March 2026, 15H06 I requested a cashback of R100. Ms. Ligege processed R300 instead and handed me only R100, resulting in a shortfall of R200 that was not returned to me. When I returned to the shop shortly after to address this, she giggled and spoke in a language I could not understand, which left me feeling dismissed and frustrated.This incident feels like a clear case of mishandling or potential *****, and I am deeply disappointed by the unprofessional conduct. I kindly request an immediate investigation, a full refund of the R200, and confirmation of any corrective actions taken with your staff. Please respond within 48 hours with next steps.Thank you for your prompt attention to this matter. I value your business and hope this can be resolved satisfactorily.
Helpful (0)
|Replies (0)LS
Lulama S
1 reviews | Active since Jan 2020
18 Mar 2026, 13:44
Complaint
Dear [Shop Manager/Owner or Customer Service Team],I am writing to formally complain about a recent transaction at your store involving your employee, Vhitshilo Ligege.On the 18th March 2026, 15H06 I requested a cashback of R100. Ms. Ligege processed R300 instead and handed me only R100, resulting in a shortfall of R200 that was not returned to me. When I returned to the shop shortly after to address this, she giggled and spoke in a language I could not understand, which left me feeling dismissed and frustrated.This incident feels like a clear case of mishandling or potential *****, and I am deeply disappointed by the unprofessional conduct. I kindly request an immediate investigation, a full refund of the R200, and confirmation of any corrective actions taken with your staff. Please respond within 48 hours with next steps.Thank you for your prompt attention to this matter. I value your business and hope this can be resolved satisfactorily.
0
Replies (0)SG
Sandra G
1 reviews | Active since Jan 2020
18 Mar 2026, 12:49
Outstanding Service and Exceptional Support - Zandiswa Mbangata
Zandiswa Mbangata – Thank you for your exceptional assistance yesterday. I truly appreciated your patience, professionalism, and the calm, reassuring manner in which you handled my query. You took the time to clearly understand the issue and walked me through the process step by step, ensuring I was comfortable throughout. What stood out most was your commitment to resolving the matter fully before ending the call. You went above and beyond to make sure my Pick n Pay profile access issue was completely resolved, which gave me great confidence in the service provided. Your dedication and customer-centric approach did not go unnoticed—thank you for delivering such a positive experience.
Helpful (0)
|Replies (0)SG
Sandra G
1 reviews | Active since Jan 2020
18 Mar 2026, 12:49
Outstanding Service and Exceptional Support - Zandiswa Mbangata
Zandiswa Mbangata – Thank you for your exceptional assistance yesterday. I truly appreciated your patience, professionalism, and the calm, reassuring manner in which you handled my query. You took the time to clearly understand the issue and walked me through the process step by step, ensuring I was comfortable throughout. What stood out most was your commitment to resolving the matter fully before ending the call. You went above and beyond to make sure my Pick n Pay profile access issue was completely resolved, which gave me great confidence in the service provided. Your dedication and customer-centric approach did not go unnoticed—thank you for delivering such a positive experience.
0
Replies (0)DT
Dineo T
1 reviews | Active since Jan 2020
18 Mar 2026, 12:41
Poor Customer Service at Protea Glen
I am writing to formally express my frustration with the service I received at your Protea Glen branch when I visited to purchase Easter eggs for my team at work. I clearly stated to the cashier(Thandeka Mfusi) that I needed the items at the Smart Shopper price, but she rang them up at the normal price. When the first number I provided was invalid, she asked me to register my Smart Shopper again. While I was still busy with the WhatsApp number, she called in the next customer without excusing me. Only after I was done did she take me to her colleague’s till, where I was left waiting as he continued assisting his own customers. Eventually, a manager (Makhosazana) came to assist, but even then another manager (Bongane) had to be called to authorize the transaction. When I expressed my frustrations, the cashier (Thandeka Mfusi) was asked to apologize. However, instead of showing genuine remorse, she laughed while I explained how her actions made me feel. What should have been a quick five-minute transaction turned into over 30 minutes, causing me to miss my aerobics class and disrupting my schedule entirely. This experience was particularly disappointing because my team and I have been contributing towards the purchase of these Easter eggs since February. I was excited to collect the first two boxes, but now I am hesitant to return for the remaining 15 boxes due to the poor service I received. I believe Pick n Pay should find a way to show gratitude to loyal customers and ensure that staff treat them with respect and attentiveness. I hope you will take this matter seriously and address the behavior I encountered. I look forward to your response and to seeing improvements in customer service at your branch.
Helpful (0)
|Replies (0)DT
Dineo T
1 reviews | Active since Jan 2020
18 Mar 2026, 12:41
Poor Customer Service at Protea Glen
I am writing to formally express my frustration with the service I received at your Protea Glen branch when I visited to purchase Easter eggs for my team at work. I clearly stated to the cashier(Thandeka Mfusi) that I needed the items at the Smart Shopper price, but she rang them up at the normal price. When the first number I provided was invalid, she asked me to register my Smart Shopper again. While I was still busy with the WhatsApp number, she called in the next customer without excusing me. Only after I was done did she take me to her colleague’s till, where I was left waiting as he continued assisting his own customers. Eventually, a manager (Makhosazana) came to assist, but even then another manager (Bongane) had to be called to authorize the transaction. When I expressed my frustrations, the cashier (Thandeka Mfusi) was asked to apologize. However, instead of showing genuine remorse, she laughed while I explained how her actions made me feel. What should have been a quick five-minute transaction turned into over 30 minutes, causing me to miss my aerobics class and disrupting my schedule entirely. This experience was particularly disappointing because my team and I have been contributing towards the purchase of these Easter eggs since February. I was excited to collect the first two boxes, but now I am hesitant to return for the remaining 15 boxes due to the poor service I received. I believe Pick n Pay should find a way to show gratitude to loyal customers and ensure that staff treat them with respect and attentiveness. I hope you will take this matter seriously and address the behavior I encountered. I look forward to your response and to seeing improvements in customer service at your branch.
0
Replies (0)TC
Theunis C
1 reviews | Active since Jan 2020
18 Mar 2026, 12:36
Poor and *********** overall service
Order 4005601770. Firstly my order gets delivered with 8 items missing. After I speak to PnP online and provide them a list of the missing items they only refund me for 4 items. Had to complain again! I was told basically sorry to hear about your problem as now I need to place another order and pay for delivery again. They made 2 mistakes with one order and then leave you high and dry without having the missing items replaced. I will never order from PnP again and I suggest all consumers rather use Checkers from now on. Also I cant believe that someone like FNB associate themselves with an *********** company like PnP. Shame on you .
Helpful (0)
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Theunis C
1 reviews | Active since Jan 2020
18 Mar 2026, 12:36
Poor and *********** overall service
Order 4005601770. Firstly my order gets delivered with 8 items missing. After I speak to PnP online and provide them a list of the missing items they only refund me for 4 items. Had to complain again! I was told basically sorry to hear about your problem as now I need to place another order and pay for delivery again. They made 2 mistakes with one order and then leave you high and dry without having the missing items replaced. I will never order from PnP again and I suggest all consumers rather use Checkers from now on. Also I cant believe that someone like FNB associate themselves with an *********** company like PnP. Shame on you .
0
Replies (0)