DV
Die Visfabriek
Unclaimed Business
DV
AI Review Summary
Based on recent customer reviews, Die Visfabriek faces serious concerns around product quality and customer service. Multiple customers report receiving spoiled or rotten seafood, moldy pastry, and off-smelling pies, with some resulting in illness. Attempts to seek refunds or exchanges are consistently met with dismissive responses, unanswered emails, and prolonged runarounds from both store staff and head office. Customers also cite unprofessional conduct from managers and frustration with promotional stock shortages. One positive review praised a helpful cashier recommendation and delicious house-brand sauce at the Goodwood branch.
Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
-56
Recommended: Unlikely
Review Distribution
1.6|14 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About Die Visfabriek
Based on recent customer reviews, Die Visfabriek faces serious concerns around product quality and customer service. Multiple customers report receiving spoiled or rotten seafood, moldy pastry, and off-smelling pies, with some resulting in illness. Attempts to seek refunds or exchanges are consistently met with dismissive responses, unanswered emails, and prolonged runarounds from both store staff and head office. Customers also cite unprofessional conduct from managers and frustration with promotional stock shortages. One positive review praised a helpful cashier recommendation and delicious house-brand sauce at the Goodwood branch.
Die Visfabriek has a TrustIndex of 0 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. Hellopeter has tracked Die Visfabriek across 46 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Claudia D
1 reviews | Active since Jan 2020
5 Mar 2026, 16:58
Non-existent customer service and spoiled food on the shelves
Beware of Visfabriek products and poor customer service. I bought 2 packets of puff pastry that were moldy. I took it out of the freezer to use 9 days after purchasing it and discovered it was moldy. It was a Sunday therefore I sent an email to the head office. Nobody rep**** on the Monday morning and I called the store where I purchased it. I was told that they have a 7 day refund policy (a 7 day refund policy for something that has a 1 year best before date). I then called the head office and I was told that someone would get back to me. Nobody did. I called the store again the next day but the manager was not there. I called the head office again and was told that the person I spoke to the previous day was not available she would call back in the afternoon. She did not. I called again the next day and was told that someone would contact me the following day. Nobody did, It seems like a tactic to get me to give up but I will not. The customer service is pathetic and their refund policy is ********* because it contradicts the Consumer Protection Act. I have been calling and emailing all week. They are not interested in my complaint so I can only assume that the batch of pastry is still on the shelf. Next steps are Health Inspector, Goods and Services Ombudsman, Consumer Protector.
Helpful (0)
|Replies (0)CD
Claudia D
1 reviews | Active since Jan 2020
5 Mar 2026, 16:58
Non-existent customer service and spoiled food on the shelves
Beware of Visfabriek products and poor customer service. I bought 2 packets of puff pastry that were moldy. I took it out of the freezer to use 9 days after purchasing it and discovered it was moldy. It was a Sunday therefore I sent an email to the head office. Nobody rep**** on the Monday morning and I called the store where I purchased it. I was told that they have a 7 day refund policy (a 7 day refund policy for something that has a 1 year best before date). I then called the head office and I was told that someone would get back to me. Nobody did. I called the store again the next day but the manager was not there. I called the head office again and was told that the person I spoke to the previous day was not available she would call back in the afternoon. She did not. I called again the next day and was told that someone would contact me the following day. Nobody did, It seems like a tactic to get me to give up but I will not. The customer service is pathetic and their refund policy is ********* because it contradicts the Consumer Protection Act. I have been calling and emailing all week. They are not interested in my complaint so I can only assume that the batch of pastry is still on the shelf. Next steps are Health Inspector, Goods and Services Ombudsman, Consumer Protector.
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Replies (0)cvdm
chandre van der merwe
1 reviews | Active since Jan 2020
22 Jan 2026, 09:35
BAD QUALITY OF FOOD
GOOD DAY TRUST YOU ARE WELL JUST WANT TO PUT IN A COMPLAIN THAT IVE BOUGHT ME SOME STUFF AT VISFABRIEK, NOT LONG AFTER THE BREAST FILLETS WERE SMELLING AND THE GARLIC BREADS THERE WERE NO GARLIC IN JUST A PLAIN LOAF OF BREAD,
Helpful (0)
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chandre van der merwe
1 reviews | Active since Jan 2020
22 Jan 2026, 09:35
BAD QUALITY OF FOOD
GOOD DAY TRUST YOU ARE WELL JUST WANT TO PUT IN A COMPLAIN THAT IVE BOUGHT ME SOME STUFF AT VISFABRIEK, NOT LONG AFTER THE BREAST FILLETS WERE SMELLING AND THE GARLIC BREADS THERE WERE NO GARLIC IN JUST A PLAIN LOAF OF BREAD,
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candice G
1 reviews | Active since Jan 2020
2 Dec 2025, 12:54
HORRIBLE OLD FOOD!!!
Wish I could give ZERO stars! Pathetic service. I purchased shrimp yesterday afternoon at the Lansdowne branch. Got home, put it in the fridge and not long after I opened the packet and it obviously smelt off. Stunk up the whole house. I put the packet back in the freezer as the shops had already been closed meaning I would take it back the next day just to find out that they cant refund me because the shrimp was defrosted and I put it back in the freezer???? I mean are these people illiterate? The boss included. The manager advised that his boss said this smell is normal. ***??? At this point it wasnt even about the lousy R115 It was the principal of a big company and a customer who spends thousands at a time. You without a doubt lost a customer. They didn't even try to assist but looking at the reviews, it seems like a normal thing with this company! I wasted my time and petrol trying to get assistance from a company that already made up their minds where they pathetic policy is concerned. Your goods are off, so take responsibility for it! The manager Franklin told me to take the stuff home because that hows it normally smells. BULL****! You dont mess with seafood and I told him to go feed his family with that if its normal. Wow just wow i dont even have words for this. Goodbye Visvabriek. I hope your customers all see how terrible your service is and that you close your doors very soon! Read all your reviews on hello Peter. Seems like everyone complaining about the same things. The head office says they understand what you saying but when they speak to their staff you like an idiot because they tell them something else. This news WILL travel and I WILL NOT LEAVE THIS! As I said... its about the principal. You tell your boss to call me and I'll tell him myself from a business owner to a business owner how to give proper customer service!
Helpful (0)
|Replies (0)cG
candice G
1 reviews | Active since Jan 2020
2 Dec 2025, 12:54
HORRIBLE OLD FOOD!!!
Wish I could give ZERO stars! Pathetic service. I purchased shrimp yesterday afternoon at the Lansdowne branch. Got home, put it in the fridge and not long after I opened the packet and it obviously smelt off. Stunk up the whole house. I put the packet back in the freezer as the shops had already been closed meaning I would take it back the next day just to find out that they cant refund me because the shrimp was defrosted and I put it back in the freezer???? I mean are these people illiterate? The boss included. The manager advised that his boss said this smell is normal. ***??? At this point it wasnt even about the lousy R115 It was the principal of a big company and a customer who spends thousands at a time. You without a doubt lost a customer. They didn't even try to assist but looking at the reviews, it seems like a normal thing with this company! I wasted my time and petrol trying to get assistance from a company that already made up their minds where they pathetic policy is concerned. Your goods are off, so take responsibility for it! The manager Franklin told me to take the stuff home because that hows it normally smells. BULL****! You dont mess with seafood and I told him to go feed his family with that if its normal. Wow just wow i dont even have words for this. Goodbye Visvabriek. I hope your customers all see how terrible your service is and that you close your doors very soon! Read all your reviews on hello Peter. Seems like everyone complaining about the same things. The head office says they understand what you saying but when they speak to their staff you like an idiot because they tell them something else. This news WILL travel and I WILL NOT LEAVE THIS! As I said... its about the principal. You tell your boss to call me and I'll tell him myself from a business owner to a business owner how to give proper customer service!
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Replies (0)KO
Kim O
1 reviews | Active since Jan 2020
5 Nov 2025, 14:38
TOP TIER CUSTOMER SERVICE
"We bought two of the pizza bases for R29.90 from your store in Sunningdale, one arrived without the plastic in the middle and well see for yourself. They were obviously for supper hence not opened in time. I don't have the time to get back to the store on a Sunday as I work 8am-7pm" original complaint sent on October 25th same day we bought the bases. I sent numerous emails, reached out multiple times giw Facebook messenger after a week got told the email is down. They then announce its back up and I sent another email to eventually having to call in, because we don't know how customer service BASICS work, not a thank you we're looking into it, NIKS, I get the email reply after nearly two weeks since, sorry but we can't refund without the original product. Same product I had to discard to go and buy another dinner, sent pictures and videos but I did not do enough to ensure I get my money back.
Helpful (0)
|Replies (0)KO
Kim O
1 reviews | Active since Jan 2020
5 Nov 2025, 14:38
TOP TIER CUSTOMER SERVICE
"We bought two of the pizza bases for R29.90 from your store in Sunningdale, one arrived without the plastic in the middle and well see for yourself. They were obviously for supper hence not opened in time. I don't have the time to get back to the store on a Sunday as I work 8am-7pm" original complaint sent on October 25th same day we bought the bases. I sent numerous emails, reached out multiple times giw Facebook messenger after a week got told the email is down. They then announce its back up and I sent another email to eventually having to call in, because we don't know how customer service BASICS work, not a thank you we're looking into it, NIKS, I get the email reply after nearly two weeks since, sorry but we can't refund without the original product. Same product I had to discard to go and buy another dinner, sent pictures and videos but I did not do enough to ensure I get my money back.
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Replies (0)VC
Vanessa C
1 reviews | Active since Jan 2020
20 Aug 2025, 15:07
APPALLED & DISGUSTED
On the 5th August I bought a few products from the Lansdowne branch. One of those products being a 6 Pepper Steak pies covered in clear plastic in a foil holder. Thursday evening that same week I proceeded to bake 3 of the for supper. My husband kept on saying something smells in the house. Until the pies were ready I started eating mine, somehow I could also at this point smell something funny. Still I did not realize it was coming from the pies. Eventually my daughter says mommy this does not taste like pepper steak, my response to her was it has the pepper corns in. I brought my pie closer to my nose it stank so disgusting ly , that said to my daughter don't eat it. I took hers and hers smelled worst then mine. Because I already ate some of the filling later that evening I started vomiting. The following day I had such bad stomach ache that my husband went to clicks pharmacy in Howard Centre explain to the pharmacist as to what happened, they gave him an over the counter antibiotic for 2 weeks, which cost me more than the actual pies. A day or 2 after I made contact with the team manager at the Tokai branch who called me sweetie numerous times until I reminded her about customer etiquette and that she should address any customer professionally , that I'm not one of her friends, she advised me to contact the direct branch, which I did spoke to Franklin who addressed me as lady, therefore also remindung him about professionallism and respecting your clientele. At first he suggested I drop the pies off back the branch, which I was not prepared to do since it would cost me more in petrol travelling from Pinelands. I decided the following week to drop it off at Acces Park. After numerous calls from myself, sending emails to their head office. Up until the 19th August no one from their company has attempted to resolve the matter, on the 19th was my last attemt to make contact with Franklin, who for the first time called me back assuring me that his branch manager as well as the area manager are aware of complaint. That they will email me. As a marketing manager for South African Tourism who deals with international and local Hotels, BnB, Restaurants, Conference Centers I am appalled at how their management has got NO principles. 18 Years as a marketing manager, if I had to treat any of our clients the way that they are handling this matter believe me I would have been fired a long time ago. Imagine if I ended up with food poisoning. I urge every person to think thrice before purchasing any of their products. SHAME ON YOU.
Helpful (0)
|Replies (0)VC
Vanessa C
1 reviews | Active since Jan 2020
20 Aug 2025, 15:07
APPALLED & DISGUSTED
On the 5th August I bought a few products from the Lansdowne branch. One of those products being a 6 Pepper Steak pies covered in clear plastic in a foil holder. Thursday evening that same week I proceeded to bake 3 of the for supper. My husband kept on saying something smells in the house. Until the pies were ready I started eating mine, somehow I could also at this point smell something funny. Still I did not realize it was coming from the pies. Eventually my daughter says mommy this does not taste like pepper steak, my response to her was it has the pepper corns in. I brought my pie closer to my nose it stank so disgusting ly , that said to my daughter don't eat it. I took hers and hers smelled worst then mine. Because I already ate some of the filling later that evening I started vomiting. The following day I had such bad stomach ache that my husband went to clicks pharmacy in Howard Centre explain to the pharmacist as to what happened, they gave him an over the counter antibiotic for 2 weeks, which cost me more than the actual pies. A day or 2 after I made contact with the team manager at the Tokai branch who called me sweetie numerous times until I reminded her about customer etiquette and that she should address any customer professionally , that I'm not one of her friends, she advised me to contact the direct branch, which I did spoke to Franklin who addressed me as lady, therefore also remindung him about professionallism and respecting your clientele. At first he suggested I drop the pies off back the branch, which I was not prepared to do since it would cost me more in petrol travelling from Pinelands. I decided the following week to drop it off at Acces Park. After numerous calls from myself, sending emails to their head office. Up until the 19th August no one from their company has attempted to resolve the matter, on the 19th was my last attemt to make contact with Franklin, who for the first time called me back assuring me that his branch manager as well as the area manager are aware of complaint. That they will email me. As a marketing manager for South African Tourism who deals with international and local Hotels, BnB, Restaurants, Conference Centers I am appalled at how their management has got NO principles. 18 Years as a marketing manager, if I had to treat any of our clients the way that they are handling this matter believe me I would have been fired a long time ago. Imagine if I ended up with food poisoning. I urge every person to think thrice before purchasing any of their products. SHAME ON YOU.
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Replies (0)