PN
Pick n Pay
Verified Business
PN
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Pick n Pay is experiencing significant operational and service challenges. Customers describe persistent failures with the ASAP delivery platform, unresolved refunds, rude staff interactions, expired or rotten products, and pricing discrepancies at tills. While isolated positive experiences exist with named staff members, the dominant sentiment reflects deep frustration with reliability, accountability, and basic customer care across both physical stores and digital channels.
TrustIndex
2.6
Ranking
#6
in Grocery & Food
NPS Score
-71
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Pick n Pay is experiencing significant operational and service challenges. Customers describe persistent failures with the ASAP delivery platform, unresolved refunds, rude staff interactions, expired or rotten products, and pricing discrepancies at tills. While isolated positive experiences exist with named staff members, the dominant sentiment reflects deep frustration with reliability, accountability, and basic customer care across both physical stores and digital channels.
The most common complaint about Pick n Pay, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. Customers report rude cashiers, dismissive managers, and a call centre that drops calls or makes false promises. Complaints are routinely ignored, ticket numbers issued without follow-up, and staff openly mock or belittle shoppers. Service culture is described as adversarial and uncaring.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I placed and order (10 items, R404.98) via the PnP ASAP app on 02 May 2026. Upon delivery, I received a completely incorrect order. Iitems I never ordered were delivered to me and none of the items I paid for were received. I submitted a refund request through the app and received no acknowledgement. When I followed up via in-app chat, I was told to travel to a physical store at my own expense to resolve an error made entirely by PnP ASAP staff - despite the fact that I use the delivery service specifically to avoid having to visit a store and I was unwell at the time. My refund was then rejected via email with no explanation beyond "it did not meet our refund criteria." I then submitted a formal written complaint. The first response I received was a generic template referencing "an incorrect price on a product", completely unrelated to my complaint and still contained unfilled placeholder text reading "iGood day (Customer Name)." A second response from Iviwe on 15 May acknowledged the error and promised that the ASAP Department would contact me. It has now been over 10 days and I have heard nothing except a customer satisfaction survey, which I find insulting given that my complaint remains unresolved. My 7-day resolution deadline has passed. I have engaged in good faith throughout. I am now escalating to the National Consumer Commission and initiating a bank chargeback for R404.98. This is an unacceptable way to treat a loyal, long-standing customer. I have used PnP ASAP regularly and have only ever submitted two small refund claims prior to this, both of which were approved. I just feel like my complaint is legitimate and deserves to be treated as such. Pick n Pay seriously needs to do better!
1 reviews | Active since Jan 2020
I placed and order (10 items, R404.98) via the PnP ASAP app on 02 May 2026. Upon delivery, I received a completely incorrect order. Iitems I never ordered were delivered to me and none of the items I paid for were received. I submitted a refund request through the app and received no acknowledgement. When I followed up via in-app chat, I was told to travel to a physical store at my own expense to resolve an error made entirely by PnP ASAP staff - despite the fact that I use the delivery service specifically to avoid having to visit a store and I was unwell at the time. My refund was then rejected via email with no explanation beyond "it did not meet our refund criteria." I then submitted a formal written complaint. The first response I received was a generic template referencing "an incorrect price on a product", completely unrelated to my complaint and still contained unfilled placeholder text reading "iGood day (Customer Name)." A second response from Iviwe on 15 May acknowledged the error and promised that the ASAP Department would contact me. It has now been over 10 days and I have heard nothing except a customer satisfaction survey, which I find insulting given that my complaint remains unresolved. My 7-day resolution deadline has passed. I have engaged in good faith throughout. I am now escalating to the National Consumer Commission and initiating a bank chargeback for R404.98. This is an unacceptable way to treat a loyal, long-standing customer. I have used PnP ASAP regularly and have only ever submitted two small refund claims prior to this, both of which were approved. I just feel like my complaint is legitimate and deserves to be treated as such. Pick n Pay seriously needs to do better!
1 reviews | Active since Jan 2020
I didn’t want to post this on social media but the call centre put me on hold and just left me hanging for a long time with no feed back. Saturday I bought over a grands worth of goods, of which one was a packet of steak, Sunday I opened the packet and the meat was off totally off I took a photo of the packet and put it in the trash as it was dinner time and Pick ‘n Pay was closed for returns. I am not happy I want my money back and I find the return system nonsense it is such an annoying process where is as the clients waste our time and money to go back to the shop and get what’s rightfully ours. The meat is off and I want my refund. I call the call centre as I work and could not get to the shop till the weekend again and unfortunately was not assisted. Terribly disappointing!
1 reviews | Active since Jan 2020
I didn’t want to post this on social media but the call centre put me on hold and just left me hanging for a long time with no feed back. Saturday I bought over a grands worth of goods, of which one was a packet of steak, Sunday I opened the packet and the meat was off totally off I took a photo of the packet and put it in the trash as it was dinner time and Pick ‘n Pay was closed for returns. I am not happy I want my money back and I find the return system nonsense it is such an annoying process where is as the clients waste our time and money to go back to the shop and get what’s rightfully ours. The meat is off and I want my refund. I call the call centre as I work and could not get to the shop till the weekend again and unfortunately was not assisted. Terribly disappointing!
1 reviews | Active since Jan 2020
17/05/26 tried to return school opaque tights i bought on the Asap, delivered in wrong sizing. I was sent back because i had no invoice attached to the email updates i received, Called the Asap team and emailed which i was advised to use the email received as proof of purchase. Then yesterday 27/05/26 i went back and the ladies who were working at 5pm couldn't assist, that manager lady was very rude and unprofessional, not even willing to help, she saw very well that i item was not worn but kept on insisting its an underwear. Why sell things online that cannot be returned, what happened to putting hygiene sticker underneath if you have trust issues, no wonder many pick n pays have closed down in many shopping centers.
1 reviews | Active since Jan 2020
17/05/26 tried to return school opaque tights i bought on the Asap, delivered in wrong sizing. I was sent back because i had no invoice attached to the email updates i received, Called the Asap team and emailed which i was advised to use the email received as proof of purchase. Then yesterday 27/05/26 i went back and the ladies who were working at 5pm couldn't assist, that manager lady was very rude and unprofessional, not even willing to help, she saw very well that i item was not worn but kept on insisting its an underwear. Why sell things online that cannot be returned, what happened to putting hygiene sticker underneath if you have trust issues, no wonder many pick n pays have closed down in many shopping centers.
1 reviews | Active since Jan 2020
This has now been the SECOND time were I order something and then all of a sudden it is out of stock ! Why is it not already showing out of stock before you let me add into my cart and pay. I only add different items to make up for the min spend and then for the second time I do not get what I originally ordered. Truly disappointed! Also bought from Pick ‘n pay Clothing today only to find out if I take my sticker of the glue is still on the shirt. Both of them. Waste of time, money, and petrol ! I am truly disappointed and UNHAPPY ! This is unacceptable!
1 reviews | Active since Jan 2020
This has now been the SECOND time were I order something and then all of a sudden it is out of stock ! Why is it not already showing out of stock before you let me add into my cart and pay. I only add different items to make up for the min spend and then for the second time I do not get what I originally ordered. Truly disappointed! Also bought from Pick ‘n pay Clothing today only to find out if I take my sticker of the glue is still on the shirt. Both of them. Waste of time, money, and petrol ! I am truly disappointed and UNHAPPY ! This is unacceptable!
1 reviews | Active since Jan 2020
I am extremely disappointed with the handling of my complaint by Pick n Pay ASAP and PnP Clothing. I placed and paid for a promotional clothing order through the ASAP platform, with all items reflected as available at checkout. After payment was processed, the entire order was cancelled due to alleged stock issues. No attempt was made to partially fulfil the order, provide alternatives, or honour the promotional pricing. What has been even more frustrating is the manner in which the complaint has been handled thereafter. Over the course of more than a month, I have sent numerous detailed emails requesting explanations and a reasonable resolution. Despite this, I have only received generic responses, repeated promises that the matter has been “escalated,” and assurances that feedback would follow. To date: * None of my key questions have been properly answered; * No meaningful resolution has been offered; * No accountability has been taken for the apparent system failures during the promotion; and * Communication has now effectively stopped altogether despite continued follow-ups. One of the responses even acknowledged that multiple customers experienced similar issues and referred to the application being in a “beta phase,” which is concerning given that customers are expected to place real orders and payments through the platform. The most disappointing aspect is the complete lack of customer care and accountability from such a major retailer. A straightforward complaint has been allowed to drag on unresolved for weeks with little to no meaningful engagement from management or the relevant department. Customers should not have to continuously chase a company for responses while being ignored after raising legitimate concerns regarding cancelled paid orders and lost promotional pricing. I expected far better service, communication, and professionalism from Pick n Pay.
1 reviews | Active since Jan 2020
I am extremely disappointed with the handling of my complaint by Pick n Pay ASAP and PnP Clothing. I placed and paid for a promotional clothing order through the ASAP platform, with all items reflected as available at checkout. After payment was processed, the entire order was cancelled due to alleged stock issues. No attempt was made to partially fulfil the order, provide alternatives, or honour the promotional pricing. What has been even more frustrating is the manner in which the complaint has been handled thereafter. Over the course of more than a month, I have sent numerous detailed emails requesting explanations and a reasonable resolution. Despite this, I have only received generic responses, repeated promises that the matter has been “escalated,” and assurances that feedback would follow. To date: * None of my key questions have been properly answered; * No meaningful resolution has been offered; * No accountability has been taken for the apparent system failures during the promotion; and * Communication has now effectively stopped altogether despite continued follow-ups. One of the responses even acknowledged that multiple customers experienced similar issues and referred to the application being in a “beta phase,” which is concerning given that customers are expected to place real orders and payments through the platform. The most disappointing aspect is the complete lack of customer care and accountability from such a major retailer. A straightforward complaint has been allowed to drag on unresolved for weeks with little to no meaningful engagement from management or the relevant department. Customers should not have to continuously chase a company for responses while being ignored after raising legitimate concerns regarding cancelled paid orders and lost promotional pricing. I expected far better service, communication, and professionalism from Pick n Pay.
1 reviews | Active since Jan 2020
Very disappointed with the service at Woodlands Mall Pretoria East today. I bought a cake and honestly it tasted like it had been sitting there for weeks. The cake was so hard and dry I could barely eat it. I even tried giving it a chance thinking maybe it was just the outer part that was hard but the whole thing was awful. This is actually the second time experiencing this. The first time it was cheesecake that also tasted old, even after asking which one was fresh. Today’s experience was even worse to the point where I felt sick trying to eat it. It’s really disappointing to get this kind of quality from a store inside Woodlands Mall. Customers deserve fresh food especially when we’re paying for it.
1 reviews | Active since Jan 2020
Very disappointed with the service at Woodlands Mall Pretoria East today. I bought a cake and honestly it tasted like it had been sitting there for weeks. The cake was so hard and dry I could barely eat it. I even tried giving it a chance thinking maybe it was just the outer part that was hard but the whole thing was awful. This is actually the second time experiencing this. The first time it was cheesecake that also tasted old, even after asking which one was fresh. Today’s experience was even worse to the point where I felt sick trying to eat it. It’s really disappointing to get this kind of quality from a store inside Woodlands Mall. Customers deserve fresh food especially when we’re paying for it.
Pick n Pay scores 1.4 out of 5 on Hellopeter's AI analysis of service quality in Grocery & Food, compared to the Grocery & Food industry average of 1.4. Their strongest theme is Customer Service (1.7); their weakest is Complaints & Returns (1.1). The top AI-rated Grocery & Food business on Hellopeter is Food Lovers Market (1.6). How is the AI Score calculated? →
Pick n Pay has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 2,312 reviews in the last 12 months. Hellopeter has tracked Pick n Pay across 26,722 total reviews. How is the TrustIndex calculated? →