bT
boitumelo T
1 reviews | Active since Feb 2013
04 Nov 2025, 16:22
Unacceptable Customer Service
I am writing to express my disappointment and frustration with the handling of my recent order.
I placed an order which was later cancelled because the driver claimed they were unable to reach me. The app correctly reflects the order as undelivered. I waited several days for the refund to be processed, but it never came through. When I contacted ASAP support, I was informed that their system showed the order as delivered. I corrected this, and the agent assured me that I would receive a follow up call which never happened.
When I called again, I was told that the store could not be reached and that I should wait up to five days for feedback. This response is unacceptable. This order was my month’s supply of groceries, and being told to wait several more days for a resolution is unreasonable.
I expect this matter to be treated with urgency and for my refund to be processed without further delay.
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boitumelo T's updateReviewer Update
19 Nov 2025, 14:10I honestly don’t know how Pick n Pay expects any customer to take its “service” seriously after the experience I’ve had. At this point, saying your customer service is terrible would almost be a compliment. This has been one of the worst service experiences I have dealt with from any major retailer.
From the start, your consultants gave me false information, contradicted each other, and made promises they clearly had no intention of keeping. I was assured more than once that a senior representative would contact me. To this day, nothing. Not a call. Not a follow-up. Not even basic acknowledgement. Three weeks later, I’m still sitting here without a refund and out of pocket for more than R200 in airtime spent chasing answers you should have provided voluntarily.
It begs the question: does Pick n Pay take no pride in its brand anymore? Or is it simply that you don’t take certain customers seriously? Because the level of disregard I’ve experienced is shocking for a company of your size.
And before you claim that “this is standard process,” let me be clear: other major retailers handle situations like this very differently.
• Woolworths routinely reimburses customers for out-of-pocket expenses caused by their errors, often within hours.
• Checkers Sixty60 immediately escalates billing or delivery issues to senior teams and follows up the same day.
• Even small retailers like Spar store managers personally call customers to apologise and resolve issues on the spot.
• Woolworths routinely reimburses customers for out-of-pocket expenses caused by their errors, often within hours.
• Checkers Sixty60 immediately escalates billing or delivery issues to senior teams and follows up the same day.
• Even small retailers like Spar store managers personally call customers to apologise and resolve issues on the spot.
That is what responsible businesses do when their own processes fail. They don’t ignore customers for weeks. They don’t recycle the same empty responses. They don’t leave the customer to absorb the cost of their mistakes.
Pick n Pay’s handling of this matter has shown the opposite: no urgency, no ownership, and no accountability. Your response feels less like customer service and more like a company hoping the issue will just disappear if you delay long enough.
It won’t. I will be taking this further with the Ombudsman and any other relevant channels, because the level of negligence here is unacceptable. You have wasted my time, my money, and clearly have no interest in correcting your own failures.
Sies, Pick n Pay. Truly disappointing.
bT
boitumelo T's update19 Nov 2025, 14:10
Reviewer Update
I honestly don’t know how Pick n Pay expects any customer to take its “service” seriously after the experience I’ve had. At this point, saying your customer service is terrible would almost be a compliment. This has been one of the worst service experiences I have dealt with from any major retailer.
From the start, your consultants gave me false information, contradicted each other, and made promises they clearly had no intention of keeping. I was assured more than once that a senior representative would contact me. To this day, nothing. Not a call. Not a follow-up. Not even basic acknowledgement. Three weeks later, I’m still sitting here without a refund and out of pocket for more than R200 in airtime spent chasing answers you should have provided voluntarily.
It begs the question: does Pick n Pay take no pride in its brand anymore? Or is it simply that you don’t take certain customers seriously? Because the level of disregard I’ve experienced is shocking for a company of your size.
And before you claim that “this is standard process,” let me be clear: other major retailers handle situations like this very differently.
• Woolworths routinely reimburses customers for out-of-pocket expenses caused by their errors, often within hours.
• Checkers Sixty60 immediately escalates billing or delivery issues to senior teams and follows up the same day.
• Even small retailers like Spar store managers personally call customers to apologise and resolve issues on the spot.
• Woolworths routinely reimburses customers for out-of-pocket expenses caused by their errors, often within hours.
• Checkers Sixty60 immediately escalates billing or delivery issues to senior teams and follows up the same day.
• Even small retailers like Spar store managers personally call customers to apologise and resolve issues on the spot.
That is what responsible businesses do when their own processes fail. They don’t ignore customers for weeks. They don’t recycle the same empty responses. They don’t leave the customer to absorb the cost of their mistakes.
Pick n Pay’s handling of this matter has shown the opposite: no urgency, no ownership, and no accountability. Your response feels less like customer service and more like a company hoping the issue will just disappear if you delay long enough.
It won’t. I will be taking this further with the Ombudsman and any other relevant channels, because the level of negligence here is unacceptable. You have wasted my time, my money, and clearly have no interest in correcting your own failures.
Sies, Pick n Pay. Truly disappointing.