TP
The Pavilion Shopping Centre
Unclaimed Business
TP
The Pavilion Shopping Centre
Unclaimed Business
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, The Pavilion Shopping Centre receives praise for its wide selection of stores and friendly staff, but faces significant criticism across several areas. Security concerns dominate feedback, with multiple reports of pickpocketing, unhelpful security personnel, and disputes over CCTV access. Customers also express frustration with lost property handling protocols, parking ticket issues, and poor after-sales service from in-mall retailers. The trolley policy enforcement and lack of responsive communication from management further contribute to negative perceptions of the overall customer experience.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-67
Recommended: Unlikely
Review Distribution
1.5|10 Reviews
May '25 - Apr '26
5(11.1%)
4(0%)
3(0%)
2(11.1%)
1(77.8%)
5(11.1%)
4(0%)
3(0%)
2(11.1%)
1(77.8%)
Frequently Asked Questions About The Pavilion Shopping Centre
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 (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceAA
Anonymous A
1 reviews | Active since Jan 2020
15 Feb 2026, 13:16
Beautiful Shopping Mall 🛍 😍
Wide Selection of Stores , Big Beautiful Shopping Mall. Friendly Staff Members @ most Stores! ❤️
Helpful (0)
|Replies (0)AA
Anonymous A
1 reviews | Active since Jan 2020
15 Feb 2026, 13:16
Beautiful Shopping Mall 🛍 😍
Wide Selection of Stores , Big Beautiful Shopping Mall. Friendly Staff Members @ most Stores! ❤️
0
Replies (0)CL
Candice L
1 reviews | Active since Jan 2020
31 Jan 2026, 04:46
Know your protocols and communicate
I went to the mall on Thursday after fetching my kids from school to get a few things and run a few errands. On our way out my younger son needed to go to the toilet , he told us and left the Woolworths bag he was carrying on the floor while we were at the station. After the whole issue with the card not reading as always at Pavillion my parking ticket is ALWAYS not readable.this time there was atleast an attendant at the machine to help. After that drama with the ticket we hurried out leaving the Woolworths bag on the floor as none of us noticed it. We hurried home as I was in pain from all the walking and needed my pills and to rest, got home and did that while my husband unpacked, they asked about the Woolworths packets but it was too late by this time. Friday while waiting for my kids to come out from school ,I called the control to ask about my Woolworths bag,if anyone had dropped it off, which they advised me it was left at entrance 9. I rushed back with my kids after school drove around in circles looking for entrance 9 . Eventually found it walked to the security office and was met with a gentleman that says he was the manager, he walks me towards the toilets to tell me that he had thrown the food away because the protocol is not to keep food for long because they have no fridge. Why walk me away from your office and towards the toilet,he said the control room was there incase I wanted more information and for privacy but we never got to this control room. I was mad, you made me drive all this way to tell me this could they not have called me, he said the control didn’t know , but they knew my bag was left there how do they not know protocols and how long consumables are kept before being discarded. I told him to take me to the bins as I will take the food it’s in a Woolworths bag and give it away,how do you throw away 3 fresh chickens,2 Pattie’s and 1 dozen rolls with the Woolworths bag? We walked to the bins and he lifted a packet saying it’s not here ,when he threw it away there wasn’t anything in the bin, so that means it’s at the bottom,he said no it won’t be there . He apologised but kept repeating everything I was saying. Well spoken and neatly dressed that much I’ll give him.could control room not call me back after informing him I was on my way and him telling them he discarded my things, he said when he asked they said I was already on my way, how do you know on my way from where and my means of travel could of been a uber or a taxi, make me come all the way for nothing. I battled to get around with my existing ailment ,to be walked around in vain to the bins and toilet only to be told of protocol. My till slip was in the bag could they not have gotten my details from the store and contacted to inform me of my bag being found? Why doesn’t the control room know of the protocols regarding consumables, they knew my parcel was found though? Why wasn’t I called back by control room and told it was discarded as protocol with food stuff?why was I walked to the toilet for privacy and told I was being taken to the control room for privacy and incase I wanted to ask more questions why wasn’t I taken there then? Pavillion you could of done so much better instead of your manager offering to buy me another Woolworths bag , and its contents?
Helpful (0)
|Replies (0)CL
Candice L
1 reviews | Active since Jan 2020
31 Jan 2026, 04:46
Know your protocols and communicate
I went to the mall on Thursday after fetching my kids from school to get a few things and run a few errands. On our way out my younger son needed to go to the toilet , he told us and left the Woolworths bag he was carrying on the floor while we were at the station. After the whole issue with the card not reading as always at Pavillion my parking ticket is ALWAYS not readable.this time there was atleast an attendant at the machine to help. After that drama with the ticket we hurried out leaving the Woolworths bag on the floor as none of us noticed it. We hurried home as I was in pain from all the walking and needed my pills and to rest, got home and did that while my husband unpacked, they asked about the Woolworths packets but it was too late by this time. Friday while waiting for my kids to come out from school ,I called the control to ask about my Woolworths bag,if anyone had dropped it off, which they advised me it was left at entrance 9. I rushed back with my kids after school drove around in circles looking for entrance 9 . Eventually found it walked to the security office and was met with a gentleman that says he was the manager, he walks me towards the toilets to tell me that he had thrown the food away because the protocol is not to keep food for long because they have no fridge. Why walk me away from your office and towards the toilet,he said the control room was there incase I wanted more information and for privacy but we never got to this control room. I was mad, you made me drive all this way to tell me this could they not have called me, he said the control didn’t know , but they knew my bag was left there how do they not know protocols and how long consumables are kept before being discarded. I told him to take me to the bins as I will take the food it’s in a Woolworths bag and give it away,how do you throw away 3 fresh chickens,2 Pattie’s and 1 dozen rolls with the Woolworths bag? We walked to the bins and he lifted a packet saying it’s not here ,when he threw it away there wasn’t anything in the bin, so that means it’s at the bottom,he said no it won’t be there . He apologised but kept repeating everything I was saying. Well spoken and neatly dressed that much I’ll give him.could control room not call me back after informing him I was on my way and him telling them he discarded my things, he said when he asked they said I was already on my way, how do you know on my way from where and my means of travel could of been a uber or a taxi, make me come all the way for nothing. I battled to get around with my existing ailment ,to be walked around in vain to the bins and toilet only to be told of protocol. My till slip was in the bag could they not have gotten my details from the store and contacted to inform me of my bag being found? Why doesn’t the control room know of the protocols regarding consumables, they knew my parcel was found though? Why wasn’t I called back by control room and told it was discarded as protocol with food stuff?why was I walked to the toilet for privacy and told I was being taken to the control room for privacy and incase I wanted to ask more questions why wasn’t I taken there then? Pavillion you could of done so much better instead of your manager offering to buy me another Woolworths bag , and its contents?
0
Replies (0)TN
Thobile N
1 reviews | Active since Jan 2020
10 Jan 2026, 08:15
Disappointing customer experience
Dear Pavilion Shopping Center Management, I am writting to formally express my disappointment regarding a customer experience I had at Game store yesterday. I visited Pavilion to attend a banking matter. While in the parking area, I came accross a Game trolley that was lying there decided to use it. After completing my banking errands, I decided to quickly visit Game to purchase a pencil case for my son. Unfortunately, I could not find what i was looking for and exited the store 16:15 . As i was leaving the store a female security approached me and instructed me to leave the trolley behind, stating that i had not made any purchases at Game. As a result, I was forced to carry my heavy bag on my sholder and walk around the mall in search of another trolley that did not belong to Game. This experience was both shocking and confusing to me. There were several trolleys available in the trolley bay , The situation caused inconvenience and discomfort. I would appreciate clarity on wheather this is an official Game store policy or a rule enforced by Pavilion Shopping Center Management. I have never experienced such treatment before in any Mall, and it did not make sense under the circumstances. I am extremely disappointed with the way this situation was handled. I trust it will be adressed to prevent similar incidents from happening to other customers. Thank you
Helpful (0)
|Replies (0)TN
Thobile N
1 reviews | Active since Jan 2020
10 Jan 2026, 08:15
Disappointing customer experience
Dear Pavilion Shopping Center Management, I am writting to formally express my disappointment regarding a customer experience I had at Game store yesterday. I visited Pavilion to attend a banking matter. While in the parking area, I came accross a Game trolley that was lying there decided to use it. After completing my banking errands, I decided to quickly visit Game to purchase a pencil case for my son. Unfortunately, I could not find what i was looking for and exited the store 16:15 . As i was leaving the store a female security approached me and instructed me to leave the trolley behind, stating that i had not made any purchases at Game. As a result, I was forced to carry my heavy bag on my sholder and walk around the mall in search of another trolley that did not belong to Game. This experience was both shocking and confusing to me. There were several trolleys available in the trolley bay , The situation caused inconvenience and discomfort. I would appreciate clarity on wheather this is an official Game store policy or a rule enforced by Pavilion Shopping Center Management. I have never experienced such treatment before in any Mall, and it did not make sense under the circumstances. I am extremely disappointed with the way this situation was handled. I trust it will be adressed to prevent similar incidents from happening to other customers. Thank you
0
Replies (0)SM
Siphokazi M
1 reviews | Active since Jan 2020
24 Dec 2025, 05:38
Very poor service
We bought a Fridge from them for R15000 LG fridge with a 10 year warranty at House and home pavilion shopping centre this was bought in 2023 it suddenly started making funny noises now it has stopped working completely when we got in touch with them they are telling us that it only has a 2 year guarantee with them this information was not shared with us when we bought this Fridge now they are giving us the run around telling us that its no longer their problem we should speak to LG electronics LG is telling us that they can only fix this issue next year the whole of December we dont have a Fridge our meat went off I would never recommend House and Home pavllion and LG electronics to anyone very bad service from them both
Helpful (0)
|Replies (0)SM
Siphokazi M
1 reviews | Active since Jan 2020
24 Dec 2025, 05:38
Very poor service
We bought a Fridge from them for R15000 LG fridge with a 10 year warranty at House and home pavilion shopping centre this was bought in 2023 it suddenly started making funny noises now it has stopped working completely when we got in touch with them they are telling us that it only has a 2 year guarantee with them this information was not shared with us when we bought this Fridge now they are giving us the run around telling us that its no longer their problem we should speak to LG electronics LG is telling us that they can only fix this issue next year the whole of December we dont have a Fridge our meat went off I would never recommend House and Home pavllion and LG electronics to anyone very bad service from them both
0
Replies (0)TL
Tsholofelo L
1 reviews | Active since Jan 2020
3 Nov 2025, 06:27
Poor humiliation from clicks Diamond Pavilion kimberley
I was humiliated at clicks Diamond Pavilion store in Kimberley, where me and my friend walked in to buy sun screen as we were going to a soul session show. Upon leaving the store their security machine went off, I went back into the store and asked the security my bag is going off so what is it. I also had a plastic with me with goods I bought from another store I thought this might be the reason. So I told the lady at the counter that the previous day I bought a 3 pack perfume from Taung clicks store I have one perfume in my bag maybe t could be the one setting the machine off. To find it wasn't so then she said not it's the make up. I said to her the make up in my bag is old and was bought online not from your store. The security guy antagonised me and said no let's go to the back. I told him no way in hell am I doing a walk of shame we're I didn't even go anywhere your make up department and I told him dude you searched my bag what did you find I asked the lady she said nothing she searched the bag again found nothing. The security kept saying to me now why is your bag going off if you didn't take nothing. I asked him you have cctv footage I am sure if you're a professional you can check it and see if I took anything from the store, stop embarrassing me I front of customers he told me I am making a scene he is not embarrassing me. I am angry I am furious actually at the lack of professionalism experienced there not a single apology from them. They can go and review their cameras I am considering legal action.
Helpful (0)
|Replies (0)TL
Tsholofelo L
1 reviews | Active since Jan 2020
3 Nov 2025, 06:27
Poor humiliation from clicks Diamond Pavilion kimberley
I was humiliated at clicks Diamond Pavilion store in Kimberley, where me and my friend walked in to buy sun screen as we were going to a soul session show. Upon leaving the store their security machine went off, I went back into the store and asked the security my bag is going off so what is it. I also had a plastic with me with goods I bought from another store I thought this might be the reason. So I told the lady at the counter that the previous day I bought a 3 pack perfume from Taung clicks store I have one perfume in my bag maybe t could be the one setting the machine off. To find it wasn't so then she said not it's the make up. I said to her the make up in my bag is old and was bought online not from your store. The security guy antagonised me and said no let's go to the back. I told him no way in hell am I doing a walk of shame we're I didn't even go anywhere your make up department and I told him dude you searched my bag what did you find I asked the lady she said nothing she searched the bag again found nothing. The security kept saying to me now why is your bag going off if you didn't take nothing. I asked him you have cctv footage I am sure if you're a professional you can check it and see if I took anything from the store, stop embarrassing me I front of customers he told me I am making a scene he is not embarrassing me. I am angry I am furious actually at the lack of professionalism experienced there not a single apology from them. They can go and review their cameras I am considering legal action.
0
Replies (0)NK
Nhlanhla K
1 reviews | Active since Jan 2020
1 Nov 2025, 23:01
**** you pavvilliom
Im so ****ed securty gard stole my 5kg and 4 beers yesterday at dat light im so ****ed i want back
Helpful (0)
|Replies (0)NK
Nhlanhla K
1 reviews | Active since Jan 2020
1 Nov 2025, 23:01
**** you pavvilliom
Im so ****ed securty gard stole my 5kg and 4 beers yesterday at dat light im so ****ed i want back
0
Replies (0)MR
Mr R
1 reviews | Active since Jan 2020
14 Jul 2025, 09:52
Damage to vehicle front
Despite showing Pavilion clear footage from my CCTV camera proof that my vehicle left home without any damage to the left front of my vehicle, they refused to show me their video BUT insists from a low quality of a standard image captured from their system that there is a bumper damage. The security officer (represented by Bongani) refuses to accept that OTHER than an investigation officer from SAPS no customer is allowed to view their CCTV video of the relevant camera, this is contrary to SAPS guidance. According to SAPS if you file an incident report the customer shall be allowed to view the footage, however, if it is a assault/damages claim or accident then that requires an investigation officer to view the footage. I have advised the security personnel to review their stance and clear up their interpretation so that other customers do not go through this same issue. As for myself and my family I will definitely stay away and will not be supporting Pavilion Shopping Centre going forward.
Helpful (0)
|Replies (0)MR
Mr R
1 reviews | Active since Jan 2020
14 Jul 2025, 09:52
Damage to vehicle front
Despite showing Pavilion clear footage from my CCTV camera proof that my vehicle left home without any damage to the left front of my vehicle, they refused to show me their video BUT insists from a low quality of a standard image captured from their system that there is a bumper damage. The security officer (represented by Bongani) refuses to accept that OTHER than an investigation officer from SAPS no customer is allowed to view their CCTV video of the relevant camera, this is contrary to SAPS guidance. According to SAPS if you file an incident report the customer shall be allowed to view the footage, however, if it is a assault/damages claim or accident then that requires an investigation officer to view the footage. I have advised the security personnel to review their stance and clear up their interpretation so that other customers do not go through this same issue. As for myself and my family I will definitely stay away and will not be supporting Pavilion Shopping Centre going forward.
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Replies (0)AR
Ash R
1 reviews | Active since Jan 2020
9 Jul 2025, 14:28
ENTER AT YOUR OWN RISK!
Not safe to shop here, should you get ******, go to SAPS, their cameras are not for customer safety, from my experience. It's a good thing Durban has more shopping options than this deteriorating place. You and your family, and your belongings are not safe here. On 5 July 2025, at approximately 14:45, my family and I entered Ackerman’s Pavilion to shop. We purchased one item for my daughter. By approximately 15:00, I was standing in line to pay when my wife approached me and informed me that her cellphone, a Samsung Galaxy A16 5G, had just been pickpocketed from her black backpack. We immediately reported the incident to the store manager, Mala Chetty. She responded that she was busy attending to another customer who had also just been ****** inside the store. She was indifferent to our concerns and did not promptly assist us with reviewing the CCTV footage or requesting that security close the store to apprehend the *****. While we waited for her to respond, another customer was ****** in the same store, yet still, no action was taken by the store manager to call security or alert the mall control room for immediate investigation. It is my firm belief that, had the store manager acted swiftly and responsibly, we could have recovered our ****** property, and another customer would likely not have been victimized. The apparent incompetence and inaction of the store manager resulted in multiple thefts occurring on the same day, with no immediate recourse offered to customers other than advising us to report the theft to the South African Police Service (SAPS). Consequently, we reported the matter at SAPS Westville under reference number IR 05/07/2025, and the ****** cell phone has been blacklisted at Vodacom ITC.
Helpful (0)
|Replies (0)AR
Ash R
1 reviews | Active since Jan 2020
9 Jul 2025, 14:28
ENTER AT YOUR OWN RISK!
Not safe to shop here, should you get ******, go to SAPS, their cameras are not for customer safety, from my experience. It's a good thing Durban has more shopping options than this deteriorating place. You and your family, and your belongings are not safe here. On 5 July 2025, at approximately 14:45, my family and I entered Ackerman’s Pavilion to shop. We purchased one item for my daughter. By approximately 15:00, I was standing in line to pay when my wife approached me and informed me that her cellphone, a Samsung Galaxy A16 5G, had just been pickpocketed from her black backpack. We immediately reported the incident to the store manager, Mala Chetty. She responded that she was busy attending to another customer who had also just been ****** inside the store. She was indifferent to our concerns and did not promptly assist us with reviewing the CCTV footage or requesting that security close the store to apprehend the *****. While we waited for her to respond, another customer was ****** in the same store, yet still, no action was taken by the store manager to call security or alert the mall control room for immediate investigation. It is my firm belief that, had the store manager acted swiftly and responsibly, we could have recovered our ****** property, and another customer would likely not have been victimized. The apparent incompetence and inaction of the store manager resulted in multiple thefts occurring on the same day, with no immediate recourse offered to customers other than advising us to report the theft to the South African Police Service (SAPS). Consequently, we reported the matter at SAPS Westville under reference number IR 05/07/2025, and the ****** cell phone has been blacklisted at Vodacom ITC.
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Replies (0)