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 26m
TrustIndex
2.6
Â
Ranking
#3
in Grocery & Food
Reply Time
54h 56m
Â
NPS Score
-69
Recommended: Unlikely
Replied to 94% of negative reviews
Reply time on negative reviews: 54h 26m
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 26 min. Hellopeter has tracked Pick n Pay across 27,247 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 Aug 2016
Rotten Pork chops
...the customer service i received yesterday was absolutely shocking..the only nice person was the guy at the security desk at exit..l returned stinking pork chops..then the lady who helped me with a tiny lines straight back ( mix of black n gold or blondish colors) and gold tooth as well..was horrible when l asked her why the pork was smelling like that? She said to me" l have no idea what snelly pork smells like " rudely so..why are you in retail if you failing to use common sense? Why? This was on 16 october 2026 ..It was between 15:40 and 15:45pm when I returned the rotten pork chops..a bit of grace and compassion would have been nice..petrol is expensive coming up n down for something that should have been picked up.
1 reviews | Active since Aug 2016
Rotten Pork chops
...the customer service i received yesterday was absolutely shocking..the only nice person was the guy at the security desk at exit..l returned stinking pork chops..then the lady who helped me with a tiny lines straight back ( mix of black n gold or blondish colors) and gold tooth as well..was horrible when l asked her why the pork was smelling like that? She said to me" l have no idea what snelly pork smells like " rudely so..why are you in retail if you failing to use common sense? Why? This was on 16 october 2026 ..It was between 15:40 and 15:45pm when I returned the rotten pork chops..a bit of grace and compassion would have been nice..petrol is expensive coming up n down for something that should have been picked up.
1 reviews | Active since Aug 2023
Other than other people's kids, excellent!
We've been doing the PnP virtual wine tasting experience for more than five years now and it is great fun. We have gotten four other families to sign on as wel, and we are always promoting it to others. The last tasting, Rupert and Rothchild, was excellent! The chef was funny, the wine maker was knowledgeable and the wine was superb. For the first time, however there were kids on board, asking questions. I'm sorry, but this is an adult space and not a family workshop. For us, this is a date night during a busy week, with kids in bed. It would be great if it can remain like this please.
1 reviews | Active since Aug 2023
Other than other people's kids, excellent!
We've been doing the PnP virtual wine tasting experience for more than five years now and it is great fun. We have gotten four other families to sign on as wel, and we are always promoting it to others. The last tasting, Rupert and Rothchild, was excellent! The chef was funny, the wine maker was knowledgeable and the wine was superb. For the first time, however there were kids on board, asking questions. I'm sorry, but this is an adult space and not a family workshop. For us, this is a date night during a busy week, with kids in bed. It would be great if it can remain like this please.
1 reviews | Active since May 2016
Refusal of refund
My mother purchased a Bennett & Read vacuum cleaner (Barcode: ***) from Pick n Pay Longbeach Mall, Sun Valley, on 2 July 2026.Shortly after purchase, the vacuum cleaner developed problems, including making unusual noises and failing to provide adequate suction. As many customers and, reportedly, staff members are aware, this particular product has experienced similar issues, resulting in previous returns and refunds. In fact, another customer who purchased the same model and experienced the same fault was reportedly refunded. It is therefore extremely concerning that my mother has not been afforded the same resolution. On 7 September 2026, my mother returned the vacuum cleaner to the store and was informed that it would be sent for repair, with an estimated turnaround time of two weeks. After returning from holiday, she visited the store again on 6 October 2026 to follow up. She spoke with the department manager, explained the situation, and was told that he had attempted to contact Bennett & Read (Tevo) but could not get through. He assured her that he would call her back with an update. Unfortunately, he never did. My mother returned to the store again on 14 October 2026, where she was once more given vague explanations and told that staff had just spoken to someone who would assist her. She requested a refund, but this request was repeatedly avoided. Instead, she was pressured to accept another vacuum cleaner as a replacement. When she expressed her dissatisfaction and continued to request a refund, she felt that her concerns were dismissed and that staff members laughed at her. Distressed and upset by the experience, she left the store. When she returned again today, she discovered that the vacuum cleaner had only recently been booked in for repairs, despite having been handed over to the store on 7 September 2026. This means that the product remained unprocessed for approximately six weeks. At this stage, my mother has lost confidence in both the product and the way this matter has been handled. She has repeatedly requested a refund but continues to be pressured into accepting a replacement instead. We are extremely disappointed by the treatment she has received as an elderly customer, including excessive delays, poor communication, and unfulfilled promises. We request that this matter be resolved urgently and that she be provided with the refund she has been seeking since reporting the fault.
1 reviews | Active since May 2016
Refusal of refund
My mother purchased a Bennett & Read vacuum cleaner (Barcode: ***) from Pick n Pay Longbeach Mall, Sun Valley, on 2 July 2026.Shortly after purchase, the vacuum cleaner developed problems, including making unusual noises and failing to provide adequate suction. As many customers and, reportedly, staff members are aware, this particular product has experienced similar issues, resulting in previous returns and refunds. In fact, another customer who purchased the same model and experienced the same fault was reportedly refunded. It is therefore extremely concerning that my mother has not been afforded the same resolution. On 7 September 2026, my mother returned the vacuum cleaner to the store and was informed that it would be sent for repair, with an estimated turnaround time of two weeks. After returning from holiday, she visited the store again on 6 October 2026 to follow up. She spoke with the department manager, explained the situation, and was told that he had attempted to contact Bennett & Read (Tevo) but could not get through. He assured her that he would call her back with an update. Unfortunately, he never did. My mother returned to the store again on 14 October 2026, where she was once more given vague explanations and told that staff had just spoken to someone who would assist her. She requested a refund, but this request was repeatedly avoided. Instead, she was pressured to accept another vacuum cleaner as a replacement. When she expressed her dissatisfaction and continued to request a refund, she felt that her concerns were dismissed and that staff members laughed at her. Distressed and upset by the experience, she left the store. When she returned again today, she discovered that the vacuum cleaner had only recently been booked in for repairs, despite having been handed over to the store on 7 September 2026. This means that the product remained unprocessed for approximately six weeks. At this stage, my mother has lost confidence in both the product and the way this matter has been handled. She has repeatedly requested a refund but continues to be pressured into accepting a replacement instead. We are extremely disappointed by the treatment she has received as an elderly customer, including excessive delays, poor communication, and unfulfilled promises. We request that this matter be resolved urgently and that she be provided with the refund she has been seeking since reporting the fault.
1 reviews | Active since Nov 2024
Doughnuts Taste Like Yesterdays
Purchased doughnuts at Pick n Pay Newton Park Port Elizabeth taste like stiff flour and water dough taste like yesterday doughnuts. It was for my uncle it was stale shame on yous 🤢🤮Sies
1 reviews | Active since Jan 2019
bored anf frustrated by Pnp bakery
pick n pay is now losing it.... the cake is stale....it's difficult to contact the branch....customer service demands lots before they can refund...all this is costly. coz i just my refund from pnp killarney for their stale cake. the embarrassment they put me through is on another level
1 reviews | Active since Jan 2019
bored anf frustrated by Pnp bakery
pick n pay is now losing it.... the cake is stale....it's difficult to contact the branch....customer service demands lots before they can refund...all this is costly. coz i just my refund from pnp killarney for their stale cake. the embarrassment they put me through is on another level
1 reviews | Active since Oct 2026
Disappointed customer from Pick 'n Pay
Good day, Last night I bought few groceries at pick pay. Only to find out that my eggs are rotten so now I had to buy other eggs from other retailers. I'm so disappointed 😢 🥲🥲🥲
1 reviews | Active since Oct 2026
Disappointed customer from Pick 'n Pay
Good day, Last night I bought few groceries at pick pay. Only to find out that my eggs are rotten so now I had to buy other eggs from other retailers. I'm so disappointed 😢 🥲🥲🥲
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 Sept 2026
***
The service let me down a bit, but the result itself is actually really good.