Scratch & Win card nor redeemable

Hi.
reference ***

On the 24th May I responded to your email but I have not received any feedback regarding the 3 items that I win. My email included the scratch card I dont understand what the delay is about Ias I included proof of the cards.

Pick n pay response

We are busy addressing this complaint with the Online Management Team who will be in touch with you.

Kindly note that you will need to contact our ASAP team directly with the details below:

Phone: ***
Email: ***

It has now been 24 days since I contacted Pick n Pay regarding the prizes I won in your Scratch & Win competition, and I have yet to receive any feedback or resolution.This is extremely disappointing and reflects poorly on how loyal customers are treated. I spend my hard-earned money at your stores and participated in the promotion in good faith. I won these prizes fairly, and it is not my responsibility that your scratch cards cannot be redeemed due to issues on your side.The lack of communication and the delay in resolving this matter are unacceptable. Customers should not have to wait nearly a month for a response regarding prizes they have legitimately won.I expect Pick n Pay to honour the prizes advertised in the competition and provide an immediate update on when this matter will be resolved. If I do not receive a satisfactory response soon, I will have no choice but to escalate my complaint publicly and through the appropriate consumer channels.

I look forward to your urgent response.

thabile Z


24 May 2026 at 12:37


Scratch & Win card nor redeemable

Pick is running a Scratch & Win promotion, valid until 24 June. If you spend R500+ linked to your SmartShopper card on the Asap app, you'll receive a scratch card. I spent R1738.35 and received 3 cards, but none of them was redeemable. I contacted the contact centre and spoke to a consultant by the name of 'X'. Below is the email I sent to Asap and, but I have not received even an acknowledgement of my email. I have sent several email ZERO response.

Thabile Zwane
Fri, May 15, 11:20 AM (9 days ago) to customercare, ASAP

Hi I contacted the call centre and spoke to Nombulelo. I received 3 scratch & wins. When I load the code on the search button, it doesn't populate the product won. But when I search the product with the name, it appears, except for the fleece throw; it shows that no product is found.

Find the attached screenshot. She placed me on hold and told me to go to the Smartshopper option, but there was no option to add the codes. Then she told me she doesn't know what to do. I requested my case to be escalated and suggested that I place another order with the coupon she will send to place another order and receive the scratch cards, but I might not receive 3 cards depending on the amount of the order. I am not happy with that response. I can't place another order, as I have already purchased the items I needed. I don't have additional cash to buy more products I don't need so that I can receive 3 scratch cards. That doesn't make sense to me. My order total was R1738.35.

Kindly assist in this regard

Regards,



Pick n Pay’s reply24 May 2026 at 15:59Hi Thabile, Thank you for reaching out to the Pick n Pay Customer Care Team. Please accept our apologies for the poor online shopping experience. We are busy addressing this complaint with the Online Management Team, who will be in touch with you. Kindly note that you will need to contact our ASAP team directly with the details below: Phone: ***Email: *** By proceeding with this request for us to assist with resolving your query, you acknowledge that we will need to share your contact details with the relevant store/Department. They will be in touch with you as soon as possible to further assist. Please refer to our privacy statement for information on how we process personal information.>>https://www.pnp.co.za/privacy-portal

Should you have any further questions or concerns please do not hesitate to reply to this email alternatively contact us on the channels below. Chat to us on WhatsApp : +***7Call us on : ***Email us on: *** Operating Times: Monday- Sunday: 08:00-17:00 | Sun & public holidays: 09:00-17:00 Thank you for allowing us the opportunity have this resolved. Kind Regards,The Pick n Pay Team thabile Z’s reply03 Jun 2026 at 11:58Hi.
reference **********

On the 24th May I responded to your email but I have not received any feedback regarding the 3 items that I win. My email included the scratch card I dont understand what the delay is about Ias I included proof of the cards.

Pick n pay response

We are busy addressing this complaint with the Online Management Team who will be in touch with you.

Kindly note that you will need to contact our ASAP team directly with the details below:

Phone: **********
Email: ***********