Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Pick n Pay is a brand under sustained pressure across every service theme measured. Customers consistently describe missed ASAP delivery slots, refunds that stretch far beyond promised timelines, and spoiled or expired food reaching their homes. A recurring theme is the gap between individual staff who genuinely help and systems, call centres and store processes that repeatedly fail the people using them.
Top Strengths:
- •Product Quality & Value: Product Quality & Value (1.4) is the least damaged theme. Customers praise fresh produce combos, weekly branch specials and selected house brand lines, though these bright spots sit alongside frequent reports of rotten meat and expired stock.
Replied to 94% of negative reviews
Reply time on negative reviews: 54h 10m
TrustIndex
2.6
Ranking
#3
in Grocery & Food
Reply Time
54h 42m
NPS Score
-69
Recommended: Unlikely
Replied to 94% of negative reviews
Reply time on negative reviews: 54h 10m
Nov '25 - Oct '26
Frequently Asked Questions About Pick n Pay
What do customers say about Pick n Pay?
Based on recent customer reviews, Pick n Pay is a brand under sustained pressure across every service theme measured. Customers consistently describe missed ASAP delivery slots, refunds that stretch far beyond promised timelines, and spoiled or expired food reaching their homes. A recurring theme is the gap between individual staff who genuinely help and systems, call centres and store processes that repeatedly fail the people using them.
What is Pick n Pay's biggest strength?
Pick n Pay's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Product Quality & Value (1.4) is the least damaged theme. Customers praise fresh produce combos, weekly branch specials and selected house brand lines, though these bright spots sit alongside frequent reports of rotten meat and expired stock.
What are the most common complaints about Pick n Pay?
The most common complaint about Pick n Pay, based on Hellopeter's AI analysis of recent customer reviews, is Accounts, Billing & Digital Platforms. Accounts, Billing & Digital Platforms (1.2) draws constant complaints about Smart Shopper cards that cannot be relinked, double debits, ghost orders and promotions such as scratch and win or collectible cards launched without redeemable stock.
How does Pick n Pay compare to other Grocery & Food companies?
Pick n Pay scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Grocery & Food, compared to the Grocery & Food industry average of 1.2. Their strongest theme is Customer Service (1.4); their weakest is Complaints & Returns (0.9). The top AI-rated Grocery & Food business on Hellopeter is Boxer Superstores (1.3). How is the AI Score calculated? →
Is Pick n Pay trustworthy?
Pick n Pay has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 1,947 reviews in the last 12 months. They reply to 94% of negative reviews, typically within 54 hours 10 min. Hellopeter has tracked Pick n Pay across 27,240 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,947)
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 Sept 2026
***
The service let me down a bit, but the result itself is actually really good.
1 reviews | Active since Sept 2026
***
The service let me down a bit, but the result itself is actually really good.
1 reviews | Active since Jun 2019
**********
On the 4th of October I ordered grocery from pick and pay ASAP and they scheduled the delivery for the 5th October and I cancelled the order because we were all going to work on the 5th October and I called the customer service to inform them that I didn't get my refund till today I didn't receive my refund my order number was ***.and I am being owed R510. 93c
1 reviews | Active since Jun 2019
**********
On the 4th of October I ordered grocery from pick and pay ASAP and they scheduled the delivery for the 5th October and I cancelled the order because we were all going to work on the 5th October and I called the customer service to inform them that I didn't get my refund till today I didn't receive my refund my order number was ***.and I am being owed R510. 93c
1 reviews | Active since Oct 2026
Bad treatment to the employees Rudeness and emotionally abusive, Sandra De Alcantara, Duncan Oliv...
Bad treatment to the employees Rudeness and emotionally abusive, Sandra De Alcantara, Duncan Oliver and Chantelle Lombard they using their high positions to treat people any how they have their favourites but if they don't like an employees the treatment it's bad. Can the department and labour visit pick n pay for people's reviews
1 reviews | Active since Oct 2026
Bad treatment to the employees Rudeness and emotionally abusive, Sandra De Alcantara, Duncan Oliv...
Bad treatment to the employees Rudeness and emotionally abusive, Sandra De Alcantara, Duncan Oliver and Chantelle Lombard they using their high positions to treat people any how they have their favourites but if they don't like an employees the treatment it's bad. Can the department and labour visit pick n pay for people's reviews
1 reviews | Active since Sept 2023
Pick and Pay - Milk
Just wanted to share - the Pick and Pay milk is terrible - yes a bit cheaper than the other brands but expires a lot quicker. I bought it on Monday the 12th October with an expiry date of the 23rd Oct - 15th of the month and already sour. I experienced this on other occasions and have now decided not to purchase this product any more. Please check your expiration time on this product. Kind regards.
1 reviews | Active since Sept 2023
Pick and Pay - Milk
Just wanted to share - the Pick and Pay milk is terrible - yes a bit cheaper than the other brands but expires a lot quicker. I bought it on Monday the 12th October with an expiry date of the 23rd Oct - 15th of the month and already sour. I experienced this on other occasions and have now decided not to purchase this product any more. Please check your expiration time on this product. Kind regards.
1 reviews | Active since May 2017
The mince made me vomit*** per kg
I bought lean beef mince at you branch in plumer street Witbank Mpumalanga. I was disgusted it's not edible. At *** per kilo you would expect real beef mince, but this mince has a sponge like texture like soya mince it has no flavour, I suspect they add meat fillers to the mince. Please get your act together you are *********** your customers.
1 reviews | Active since May 2017
The mince made me vomit*** per kg
I bought lean beef mince at you branch in plumer street Witbank Mpumalanga. I was disgusted it's not edible. At *** per kilo you would expect real beef mince, but this mince has a sponge like texture like soya mince it has no flavour, I suspect they add meat fillers to the mince. Please get your act together you are *********** your customers.
1 reviews | Active since Jul 2012
Pick n Pay Ferndale refuses to give me pensioner's discount
I went to Pick n Pay at Ferndale on Republic on Wednesday 14 October and they refused to give me pensioners discount.. the supervisor first said they do not do it any more as there is a new manager. I showed my Pensioners card then she said they only take Pick n Pay Pensioners cards. I asked for a form to fill in to apply for such a card, then she said they do not have such a form and it will instead go through my Pick n Pay shoppers card. I pointed out that the Pick n Pay shoppers card helps when there are specials but the pensioners discount is something else. she then said the pick n pay shoppers card only works on a Wednesday at their Pick n Pay because the new manager decided that. I went to see a manager which I was not sure if that was the main manager as he did not provide me with his name. When I asked him he said the Pick n Pay shoppers card only work from Monday to Friday. He proceeded to say they do not do pensioner's discount only on a Wednesday. This was all happening on a Wednesday. These are all contradicting stories and sounds like nobody knows what exactly is going on in their shop as well as them wanting to do their business differently to what Pick n Pay as a company promises their policy to be. I see they have all these awards exhibited on the manager's counter, what did they get that for if they treat their clients this way? They all had different stories as to why they avoid giving pensioner's discount. I regularly go to other Pick n Pay branches and have never been told all this, my Pick n Pay shoppers card is accepted there as well as my pensioner's status and discount.
1 reviews | Active since Jul 2012
Pick n Pay Ferndale refuses to give me pensioner's discount
I went to Pick n Pay at Ferndale on Republic on Wednesday 14 October and they refused to give me pensioners discount.. the supervisor first said they do not do it any more as there is a new manager. I showed my Pensioners card then she said they only take Pick n Pay Pensioners cards. I asked for a form to fill in to apply for such a card, then she said they do not have such a form and it will instead go through my Pick n Pay shoppers card. I pointed out that the Pick n Pay shoppers card helps when there are specials but the pensioners discount is something else. she then said the pick n pay shoppers card only works on a Wednesday at their Pick n Pay because the new manager decided that. I went to see a manager which I was not sure if that was the main manager as he did not provide me with his name. When I asked him he said the Pick n Pay shoppers card only work from Monday to Friday. He proceeded to say they do not do pensioner's discount only on a Wednesday. This was all happening on a Wednesday. These are all contradicting stories and sounds like nobody knows what exactly is going on in their shop as well as them wanting to do their business differently to what Pick n Pay as a company promises their policy to be. I see they have all these awards exhibited on the manager's counter, what did they get that for if they treat their clients this way? They all had different stories as to why they avoid giving pensioner's discount. I regularly go to other Pick n Pay branches and have never been told all this, my Pick n Pay shoppers card is accepted there as well as my pensioner's status and discount.
1 reviews | Active since May 2020
Non existent customer service
Horrible customer service. Staff at the tills standing and chatting to each other not even noticing me. No one standing in front of me but no one offering to help, They only looked at me when I put my things down and walked out.
1 reviews | Active since May 2020
Non existent customer service
Horrible customer service. Staff at the tills standing and chatting to each other not even noticing me. No one standing in front of me but no one offering to help, They only looked at me when I put my things down and walked out.
1 reviews | Active since Oct 2026
Pick n Pay asap – Unresolved Refunds for Out-of-Stock Items
Pick n Pay asap – Unresolved Refunds for Out-of-Stock Items I am extremely disappointed with the service I have received from Pick n Pay asap, particularly regarding refunds for items that are out of stock. Whenever I place an order and an item is unavailable, I expect to be refunded for that item. However, despite the app stating that refunds are not processed directly and that the amount deducted should reflect as a lower amount in my bank account within 3–5 days, this does not happen in my experience. This is incredibly frustrating because customers are paying for goods they expect to receive, and when certain items are unavailable, there seems to be no clear or reliable resolution regarding the outstanding amounts. What makes this even worse is that people use Pick n Pay asap because they need their groceries and other essentials urgently. It is unfair and inconvenient to have money deducted for items that are never delivered, while customers are left waiting for refunds that do not reflect as promised. My suggestion is simple: If an item is out of stock, customers should not be charged for it in the first place. The app should clearly indicate unavailable items before payment is finalised, or the final amount charged should automatically exclude those items. Customers should not have to spend their time following up on money that should never have been deducted or that should have been refunded within the stated timeframe. I hope Pick n Pay asap takes this complaint seriously and improves its refund process. Customers deserve transparency, accountability and a reliable service, especially when they are trusting the platform to meet their urgent needs. I've complained more than twice but nothing has ever been solved , I still have refunds from last year even
1 reviews | Active since Oct 2026
Pick n Pay asap – Unresolved Refunds for Out-of-Stock Items
Pick n Pay asap – Unresolved Refunds for Out-of-Stock Items I am extremely disappointed with the service I have received from Pick n Pay asap, particularly regarding refunds for items that are out of stock. Whenever I place an order and an item is unavailable, I expect to be refunded for that item. However, despite the app stating that refunds are not processed directly and that the amount deducted should reflect as a lower amount in my bank account within 3–5 days, this does not happen in my experience. This is incredibly frustrating because customers are paying for goods they expect to receive, and when certain items are unavailable, there seems to be no clear or reliable resolution regarding the outstanding amounts. What makes this even worse is that people use Pick n Pay asap because they need their groceries and other essentials urgently. It is unfair and inconvenient to have money deducted for items that are never delivered, while customers are left waiting for refunds that do not reflect as promised. My suggestion is simple: If an item is out of stock, customers should not be charged for it in the first place. The app should clearly indicate unavailable items before payment is finalised, or the final amount charged should automatically exclude those items. Customers should not have to spend their time following up on money that should never have been deducted or that should have been refunded within the stated timeframe. I hope Pick n Pay asap takes this complaint seriously and improves its refund process. Customers deserve transparency, accountability and a reliable service, especially when they are trusting the platform to meet their urgent needs. I've complained more than twice but nothing has ever been solved , I still have refunds from last year even