Pick n Pay N1 CITY GOODWOOD

On Friday, 15 August, I placed an order via the Pick n Pay ASAP app, which included a 6-pack of Pick n Pay Branded Full Cream Milk. Unfortunately, upon opening the first carton, I immediately noticed the milk was spoiled — both in smell and taste. To confirm, I opened additional cartons, only to find that the entire pack was off.

I initially requested a simple credit to my wallet to repurchase the milk, but this was ignored. Instead, I received inconsistent and unsatisfactory communication. First, I was informed that a refund of R63.96 would be processed, despite the actual product cost being R98.99. Later, I was told there had been a “system error,” and only R35.03 was credited to my wallet. Ultimately, I only received R63.96, which still does not reflect the full value of the spoiled product.

What makes the matter worse is that I was expected to pay additional delivery fees to replace an item that was delivered expired. This is not only unfair but unacceptable.

To add to the frustration, another product from my order — bacon — was never delivered. No refund, credit, or even a notification was provided regarding this missing item.

Despite sending multiple emails and making calls, my complaints have been ignored. To date, I have not received full compensation, nor any follow-up communication from Pick n Pay.

As a long-time loyal customer, I am deeply disappointed by this experience. I expect better service, accurate refunds, and accountability when errors occur.