DV
Die Visfabriek
Unclaimed Business
DV
AI Review Summary
Based on recent customer reviews, Die Visfabriek is facing significant customer experience challenges across multiple branches. Customers consistently mention concerns about product quality, with recurring reports of spoiled seafood, moldy pastry, and foreign objects found in food items. A dominant theme is poor complaint handling, where shoppers describe unreturned calls, ignored emails, and difficulty escalating issues to head office. Reviewers also highlight rigid refund policies that they feel contradict consumer rights, alongside frustrations around staff conduct, stock shortages on advertised promotions, and a perceived lack of accountability from management.
Performance(last 12 months):
Trustindex Rating
1.9TrustIndex
1.9
Review Distribution
1|12 Reviews
Jul '25 - Jun '26
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
20 May 2026, 12:21
Unacceptable Shopping Experience at Visfabriek Access Park
I am writing to complain about my experience at Visfabriek, Access Park Kenilworth, on 20 May 2026 at 12h25. The store was overcrowded and difficult to move through, which raised immediate safety concerns and created an unnecessarily stressful shopping experience. Many items were not clearly priced, and the prices that were visible appeared unreasonably high. The store also had no baskets or trolleys suitable for carrying several items, despite expecting customers to shop that way. At lunchtime, only one cashier was available. When I lifted my heavy basket onto the counter, a packet of pasta fell and split. I was then told that I had to pay for it. I refused, as the damage would likely not have happened if the store had provided proper shopping support. This reflects poor planning, poor customer service, and a lack of consideration for customers, particularly elderly shoppers. I expect this matter to be taken seriously and addressed.
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Anonymous
1 reviews | Active since Jan 2020
20 May 2026, 12:21
Unacceptable Shopping Experience at Visfabriek Access Park
I am writing to complain about my experience at Visfabriek, Access Park Kenilworth, on 20 May 2026 at 12h25. The store was overcrowded and difficult to move through, which raised immediate safety concerns and created an unnecessarily stressful shopping experience. Many items were not clearly priced, and the prices that were visible appeared unreasonably high. The store also had no baskets or trolleys suitable for carrying several items, despite expecting customers to shop that way. At lunchtime, only one cashier was available. When I lifted my heavy basket onto the counter, a packet of pasta fell and split. I was then told that I had to pay for it. I refused, as the damage would likely not have happened if the store had provided proper shopping support. This reflects poor planning, poor customer service, and a lack of consideration for customers, particularly elderly shoppers. I expect this matter to be taken seriously and addressed.
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Anonymous
1 reviews | Active since Jan 2020
5 May 2026, 10:03
Double charged - no refund
I am formally lodging a complaint regarding an unresolved billing error and the lack of response from your Tygervalley branch. On 24 April, I was charged for an item that I did not receive. The transaction was processed by Charnique. Despite multiple attempts to resolve this matter via telephone and email, I have received no response to date. While I acknowledge that cashier errors can occur, the failure to address and rectify this issue is unacceptable. I have yet to receive a refund, and as I do not reside in the area, returning to the branch in person is not a practical solution. Furthermore, my attempts to escalate the matter to management have been unsuccessful due to communication limitations. It is reasonable to expect that staff in a retail environment are able to assist customers in English where required. This matter raises serious concerns regarding internal controls and customer service standards. I request immediate investigation and resolution, including reimbur*****t of the incorrect charge without further delay. Failing prompt resolution, I will have no alternative but to escalate the matter in line with my rights under the Consumer Protection Act, including lodging a formal complaint with the National Consumer Commission for investigation.
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Anonymous
1 reviews | Active since Jan 2020
5 May 2026, 10:03
Double charged - no refund
I am formally lodging a complaint regarding an unresolved billing error and the lack of response from your Tygervalley branch. On 24 April, I was charged for an item that I did not receive. The transaction was processed by Charnique. Despite multiple attempts to resolve this matter via telephone and email, I have received no response to date. While I acknowledge that cashier errors can occur, the failure to address and rectify this issue is unacceptable. I have yet to receive a refund, and as I do not reside in the area, returning to the branch in person is not a practical solution. Furthermore, my attempts to escalate the matter to management have been unsuccessful due to communication limitations. It is reasonable to expect that staff in a retail environment are able to assist customers in English where required. This matter raises serious concerns regarding internal controls and customer service standards. I request immediate investigation and resolution, including reimbur*****t of the incorrect charge without further delay. Failing prompt resolution, I will have no alternative but to escalate the matter in line with my rights under the Consumer Protection Act, including lodging a formal complaint with the National Consumer Commission for investigation.
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Anonymous
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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Anonymous
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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Anonymous
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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Anonymous
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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