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 95% of negative reviews
Reply time on negative reviews: 53h 48m
TrustIndex
2.6
Ranking
#3
in Grocery & Food
Reply Time
54h 18m
NPS Score
-69
Recommended: Unlikely
Replied to 95% of negative reviews
Reply time on negative reviews: 53h 48m
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 1,956 reviews in the last 12 months. They reply to 95% of negative reviews, typically within 53 hours 48 min. Hellopeter has tracked Pick n Pay across 27,230 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,956)
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 Oct 2026
SMART SHOPPER + CUSTOMER SERVICE Pick n Pay- THE WORST!
SMART SHOPPER Pick n Pay. Is there any SMART ADMIN working for Pick n Pay? I believe Smart Shopper is a separate division. ( Which is not adding any positive outcome to this small issue) I value my time, who I spend it with, what I choose to engage in etc. It is clear to me, Pick n Pay do not own such investment at their clients. It is much easier to open a business account at the bank, in comparison with the security measures practiced to get your own smart shopper card sorted out. Nothing can be sorted out, if we do not invest time into it. Having *********** employees in place to these matters, does not contribute to shorten the que. Everyone at customer service or walking with a silk wrap around their outfit, displaying, customer service, simply have no idea or efficiency to walk a client through what should be a simple 10min at most journey with a positive outcome. How do we correct something not knowing how a correct became uncorrected. Of-course, what do I know, I am simply a customer not a client service for Pick n Pay( which would had placed them a few levels up and a reachable efficiency and and standards which invite not aggravate. How can a simple smart shopper become unusable with absolute no answers to the client. It has no Identity( which is not mine) Every new one I am issued, creates more problems than not. Each promise to have matters resolved, turns out exactly they opposite. As always, every attempt, we start all over, a new person, with a new call. with another unsuccessful outcome. Client have no smart shopper, one have to borrow from other in the ques around you. Why should one have to. Due to Pick n Pay inability to resolve such a silly minor matter. Totally ridiculous. The worst part is, my time i have to repeatedly invest, an hour at a time on every call. No New Smart Shopper card is going to resolve the Issue, as no one in the service has the ability to understand, first lets look at the cause to resolve and execute the repeatedly explained, wasting my precious time. I hope Pick n Pay never open a loans division. Dog shop on a smart Shopper, imagine P n Pay loan company. Clown Show. A special word of thanks and appreciation to Emralet at Pick n Pay Tygervalley Center. Front counter- one person that need a raise and a position, giving her preference to work with clients. They could all go learn a thing or two from her. Huge appreciation to her, for her kindness, patience, efficiency and her smiles, even while under pressure. I do not want to write more than necessary. A qualified person, could spend their time on a phone to a client.
1 reviews | Active since Oct 2026
SMART SHOPPER + CUSTOMER SERVICE Pick n Pay- THE WORST!
SMART SHOPPER Pick n Pay. Is there any SMART ADMIN working for Pick n Pay? I believe Smart Shopper is a separate division. ( Which is not adding any positive outcome to this small issue) I value my time, who I spend it with, what I choose to engage in etc. It is clear to me, Pick n Pay do not own such investment at their clients. It is much easier to open a business account at the bank, in comparison with the security measures practiced to get your own smart shopper card sorted out. Nothing can be sorted out, if we do not invest time into it. Having *********** employees in place to these matters, does not contribute to shorten the que. Everyone at customer service or walking with a silk wrap around their outfit, displaying, customer service, simply have no idea or efficiency to walk a client through what should be a simple 10min at most journey with a positive outcome. How do we correct something not knowing how a correct became uncorrected. Of-course, what do I know, I am simply a customer not a client service for Pick n Pay( which would had placed them a few levels up and a reachable efficiency and and standards which invite not aggravate. How can a simple smart shopper become unusable with absolute no answers to the client. It has no Identity( which is not mine) Every new one I am issued, creates more problems than not. Each promise to have matters resolved, turns out exactly they opposite. As always, every attempt, we start all over, a new person, with a new call. with another unsuccessful outcome. Client have no smart shopper, one have to borrow from other in the ques around you. Why should one have to. Due to Pick n Pay inability to resolve such a silly minor matter. Totally ridiculous. The worst part is, my time i have to repeatedly invest, an hour at a time on every call. No New Smart Shopper card is going to resolve the Issue, as no one in the service has the ability to understand, first lets look at the cause to resolve and execute the repeatedly explained, wasting my precious time. I hope Pick n Pay never open a loans division. Dog shop on a smart Shopper, imagine P n Pay loan company. Clown Show. A special word of thanks and appreciation to Emralet at Pick n Pay Tygervalley Center. Front counter- one person that need a raise and a position, giving her preference to work with clients. They could all go learn a thing or two from her. Huge appreciation to her, for her kindness, patience, efficiency and her smiles, even while under pressure. I do not want to write more than necessary. A qualified person, could spend their time on a phone to a client.
1 reviews | Active since Oct 2026
Poor service, missing items, and no accountability from customer support.
I placed an order through the PnP ASAP app from PnP Liquor at Maponya Mall for a six-pack of Corona beer and two cooldrinks. However, upon delivery, I received only five Coronas, with one beer missing, and the two cold drink were delivered. When I contacted customer service to report the issue, they blamed the driver, despite the package arriving sealed. It is unfair to shift the blame to the driver without properly investigating the matter. I paid for the full order but did not receive all the items. I am disappointed with the service and expect this issue to be resolved. Order number: ***
1 reviews | Active since Oct 2026
Poor service, missing items, and no accountability from customer support.
I placed an order through the PnP ASAP app from PnP Liquor at Maponya Mall for a six-pack of Corona beer and two cooldrinks. However, upon delivery, I received only five Coronas, with one beer missing, and the two cold drink were delivered. When I contacted customer service to report the issue, they blamed the driver, despite the package arriving sealed. It is unfair to shift the blame to the driver without properly investigating the matter. I paid for the full order but did not receive all the items. I am disappointed with the service and expect this issue to be resolved. Order number: ***
1 reviews | Active since Apr 2026
Terrible customer experience at pick n pay pavilion
Horrible Customer Service at Pick n pay Westville Pavilion, they put wrong prices at the shelf and the product scanned a different price at the till and I told the cashier that no I am not paying I will pay the price that was on the shelf then the cashier called the supervisor who went to call the manager and as she was telling him what happened I could see she was telling him to come and tell me that they will not sell it to me even if it's their mistake to put wrong pricing and manager shocked his head and said no we not giving at that price ,then he came to the till and Rudely asked me what is the problem very loud as I was explaining that the product is scanning a different price than whats on the shelf he kept on interrupting me telling me they will not sell it with the price on the shelf, he did not even go to the shelf to verify or check if the price was wrong on the shelf meanwhile the whole shelf was price wrong, will never shop there or even recommend anyone to shop
1 reviews | Active since Apr 2026
Terrible customer experience at pick n pay pavilion
Horrible Customer Service at Pick n pay Westville Pavilion, they put wrong prices at the shelf and the product scanned a different price at the till and I told the cashier that no I am not paying I will pay the price that was on the shelf then the cashier called the supervisor who went to call the manager and as she was telling him what happened I could see she was telling him to come and tell me that they will not sell it to me even if it's their mistake to put wrong pricing and manager shocked his head and said no we not giving at that price ,then he came to the till and Rudely asked me what is the problem very loud as I was explaining that the product is scanning a different price than whats on the shelf he kept on interrupting me telling me they will not sell it with the price on the shelf, he did not even go to the shelf to verify or check if the price was wrong on the shelf meanwhile the whole shelf was price wrong, will never shop there or even recommend anyone to shop
1 reviews | Active since Nov 2020
Pick N Pay Mall @ Reds : Trolley guy almost ran over a pensioner !
Good day Pick N Pay We had incidents yesterday at Pick N Pay Mall @ Reds, 10 October 2026 at around 14:50 ... The cashier started giving my mother attitude because we brought our own bags : - this is becoming a trend; - every time we bring our own bags to a big store : not only Pick N Pay, we get attitude from the cashiers; - I know for a fact that they are doing something when the bags are rung up, however if the store managers are not wise to the scheme, I digress ... As we were walking out of the store, the guy bringing in the trolleys almost charged into my mother ! 2 incidents in under 5 minutes ... I had to make a scene with the mangers on duty, I do apologise - it will never happen again, because we will NEVER shop at Pick N Pay Mall @ Reds ever again ! I have written 3 - 5 negative reviews about Pick N Pay Mall @ Reds, I personally hate the store : I wouldn't take anything if you give it to me for free, I wouldn't **** on the store if it was burning ! My mum always has to pop in for whatever reason, after this I made it very clear, if she goes into that store, anything that happens is her problem ! The manageress took a photo of the receipt, she is very aware of the situation, all things considered she handled the incident very well, however that idiot that almost ran into my mum with the trolleys, I want you to review the surveillance and determine if this is acceptable or not, I looked into his eyes and he appeared to be under the influence, for his sake I hope he was because if he was in a clear state of mind, why did he try to run over a pensioner with the trolleys ?
1 reviews | Active since Nov 2020
Pick N Pay Mall @ Reds : Trolley guy almost ran over a pensioner !
Good day Pick N Pay We had incidents yesterday at Pick N Pay Mall @ Reds, 10 October 2026 at around 14:50 ... The cashier started giving my mother attitude because we brought our own bags : - this is becoming a trend; - every time we bring our own bags to a big store : not only Pick N Pay, we get attitude from the cashiers; - I know for a fact that they are doing something when the bags are rung up, however if the store managers are not wise to the scheme, I digress ... As we were walking out of the store, the guy bringing in the trolleys almost charged into my mother ! 2 incidents in under 5 minutes ... I had to make a scene with the mangers on duty, I do apologise - it will never happen again, because we will NEVER shop at Pick N Pay Mall @ Reds ever again ! I have written 3 - 5 negative reviews about Pick N Pay Mall @ Reds, I personally hate the store : I wouldn't take anything if you give it to me for free, I wouldn't **** on the store if it was burning ! My mum always has to pop in for whatever reason, after this I made it very clear, if she goes into that store, anything that happens is her problem ! The manageress took a photo of the receipt, she is very aware of the situation, all things considered she handled the incident very well, however that idiot that almost ran into my mum with the trolleys, I want you to review the surveillance and determine if this is acceptable or not, I looked into his eyes and he appeared to be under the influence, for his sake I hope he was because if he was in a clear state of mind, why did he try to run over a pensioner with the trolleys ?
1 reviews | Active since Mar 2024
Formal Complaint: Repeated Delivery Failures and Request for Compensation – Order ***
Dear Pick n Pay ASAP! Customer Support Team, I am writing to express my extreme dissatisfaction with the ongoing delivery service failures I have experienced with Pick n Pay ASAP! This is now the third consecutive order where I have encountered problems with your delivery service, and the manner in which this matter has been handled is completely unacceptable. On this occasion, my order ***, valued at R143.92, was ready for collection, yet I was left waiting for a driver who had not arrived. The estimated delivery time was 19:06, but the driver was still nowhere near the store. When I raised my concern with your support team, I was repeatedly given apologies without any meaningful resolution or proactive assistance. What makes this experience even more frustrating is that the driver was reportedly far from the collection point, and attempts to contact the driver were unsuccessful. I had to initiate the conversation, follow up repeatedly, and push for information about a service I had already paid for. Your support team's response, asking me to allow sufficient time for the order to arrive, was particularly disappointing given that the delivery was already delayed and I was actively seeking assistance. An apology is not a resolution, particularly when the same service failure occurs three orders in a row. As a paying customer, I expect reliable delivery, accurate estimated delivery times, accessible support, and accountability when your service fails to meet reasonable expectations. I should not have to repeatedly chase your team for updates or spend my time resolving problems that are entirely outside my control. The repeated failures have significantly undermined my confidence in Pick n Pay ASAP! and have left me questioning the value of using a service that consistently fails to deliver the convenience it promises. In light of these repeated incidents, I am formally requesting the following: Appropriate compensation for the inconvenience, wasted time, and repeated failure of your delivery service. A generic apology or standard acknowledgement will not be sufficient in this instance. A review of all three affected orders and an explanation of why these failures have occurred consecutively. Confirmation of the corrective measures that will be implemented to prevent similar incidents from happening again. Written feedback from a supervisor or manager who has the authority to review this complaint and approve appropriate compensation. I expect this complaint to be escalated beyond the standard customer support process and handled with the seriousness it deserves. I am not simply looking for another apology; I am looking for accountability and a tangible gesture of goodwill that reflects the repeated inconvenience I have experienced. Please confirm receipt of this complaint and provide a substantive response, including your proposed compensation, within 48 hours. I trust Pick n Pay values customer loyalty and understands that retaining customers requires more than apologising when things go wrong. It requires taking responsibility and demonstrating a genuine commitment to improving the customer experience. I look forward to your response and a fair resolution. Kind regards, Mxolisi Maredi
1 reviews | Active since Mar 2024
Formal Complaint: Repeated Delivery Failures and Request for Compensation – Order ***
Dear Pick n Pay ASAP! Customer Support Team, I am writing to express my extreme dissatisfaction with the ongoing delivery service failures I have experienced with Pick n Pay ASAP! This is now the third consecutive order where I have encountered problems with your delivery service, and the manner in which this matter has been handled is completely unacceptable. On this occasion, my order ***, valued at R143.92, was ready for collection, yet I was left waiting for a driver who had not arrived. The estimated delivery time was 19:06, but the driver was still nowhere near the store. When I raised my concern with your support team, I was repeatedly given apologies without any meaningful resolution or proactive assistance. What makes this experience even more frustrating is that the driver was reportedly far from the collection point, and attempts to contact the driver were unsuccessful. I had to initiate the conversation, follow up repeatedly, and push for information about a service I had already paid for. Your support team's response, asking me to allow sufficient time for the order to arrive, was particularly disappointing given that the delivery was already delayed and I was actively seeking assistance. An apology is not a resolution, particularly when the same service failure occurs three orders in a row. As a paying customer, I expect reliable delivery, accurate estimated delivery times, accessible support, and accountability when your service fails to meet reasonable expectations. I should not have to repeatedly chase your team for updates or spend my time resolving problems that are entirely outside my control. The repeated failures have significantly undermined my confidence in Pick n Pay ASAP! and have left me questioning the value of using a service that consistently fails to deliver the convenience it promises. In light of these repeated incidents, I am formally requesting the following: Appropriate compensation for the inconvenience, wasted time, and repeated failure of your delivery service. A generic apology or standard acknowledgement will not be sufficient in this instance. A review of all three affected orders and an explanation of why these failures have occurred consecutively. Confirmation of the corrective measures that will be implemented to prevent similar incidents from happening again. Written feedback from a supervisor or manager who has the authority to review this complaint and approve appropriate compensation. I expect this complaint to be escalated beyond the standard customer support process and handled with the seriousness it deserves. I am not simply looking for another apology; I am looking for accountability and a tangible gesture of goodwill that reflects the repeated inconvenience I have experienced. Please confirm receipt of this complaint and provide a substantive response, including your proposed compensation, within 48 hours. I trust Pick n Pay values customer loyalty and understands that retaining customers requires more than apologising when things go wrong. It requires taking responsibility and demonstrating a genuine commitment to improving the customer experience. I look forward to your response and a fair resolution. Kind regards, Mxolisi Maredi
1 reviews | Active since Oct 2026
Pick 'pay you can do batter than this please I need my TV
I brought a JVC smart TV in June for kids in holidays of which they just used it for June and July. When they left Iwas never use again until now, October when I put it on the TV show a line at the bottom. I put it back at the box and send it back, I was told that the TV was on clearance sale they can't take it back or help me with anything. It was Sunday now Monday morning I went back there I met a guy called tandoori he said he will help but ever since then no one contacted me or anything. I'm sitting here waiting for what I don't nkow, how can they sell something that they nkow very well that if damage they won't be any help but they give you warrent. I'm not happy at all Pick 'pay long beach mall
1 reviews | Active since Oct 2026
Pick 'pay you can do batter than this please I need my TV
I brought a JVC smart TV in June for kids in holidays of which they just used it for June and July. When they left Iwas never use again until now, October when I put it on the TV show a line at the bottom. I put it back at the box and send it back, I was told that the TV was on clearance sale they can't take it back or help me with anything. It was Sunday now Monday morning I went back there I met a guy called tandoori he said he will help but ever since then no one contacted me or anything. I'm sitting here waiting for what I don't nkow, how can they sell something that they nkow very well that if damage they won't be any help but they give you warrent. I'm not happy at all Pick 'pay long beach mall
1 reviews | Active since Jul 2019
Rotten bread
I bought bread on 08/10/2026 with a BB date of the 13th and found this morning it has mold. The bread is the seed bread for R63.99. On my invoice Vat number ***, and i have been calling them they answer the phone and pit it on the side and continue with their conversation
1 reviews | Active since Jul 2019
Rotten bread
I bought bread on 08/10/2026 with a BB date of the 13th and found this morning it has mold. The bread is the seed bread for R63.99. On my invoice Vat number ***, and i have been calling them they answer the phone and pit it on the side and continue with their conversation
1 reviews | Active since Sept 2022
Disappointed
I bought oxtail at Rhodesdene Pick n Pay in Kimberley. When it just start cooking, we realize there is a worm in the meat. I expect to get attention on this issue.
1 reviews | Active since Sept 2022
Disappointed
I bought oxtail at Rhodesdene Pick n Pay in Kimberley. When it just start cooking, we realize there is a worm in the meat. I expect to get attention on this issue.