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At Pick n Pay, our customers have always been our first priority. We continue to support our customers and are committed to protecting the consumer.

Pick n Pay acknowledges and supports the spirit of the Consumer Protection Act. Our unique character is a result of the values and principles that inspired Raymond Ackerman to establish Pick n Pay in 1967. The Company’s mission is consumerism – which in simple terms means to interpret and satisfy customers’ needs by selling quality products at competitive prices, and providing courteous service in stores that are well located and pleasing to shop in.

Pick n Pay has always and will always put the consumer first, and strive to uphold the principles of the Consumer Protection Act in all our dealings with our customers. As a consumer you should know and understand what the Consumer Protection Act aims to achieve, what your rights are as a consumer, and how and where to address your concerns.

What is the Consumer Protection Act?

The act aims to:

  • Promote a fair, accessible and sustainable marketplace for consumer products and services.
  • Establish national norms and standards to ensure consumer protection.
  • Make provision for improved standards of consumer information, to prohibit unfair marketing and business practices.
  • Promote reasonable consumer behavior.
  • Promote a consistent legislative and enforcement framework relating to transactions and agreements.
  • Establish the national consumer commission.
  • Replace, in a new and easier manner, provisions from various acts, including the Consumer Affairs Act, Trade Practices Act, Sales and Service Matters Act, Price Control Act and Merchandise Marks Act.

What are the consumer’s rights?

The act has reinforced 9 rights for the consumer:

  • Your right to equality in the consumer market and protection against discriminatory marketing practices
  • Your right to privacy
  • Your right to choose
  • Your right to disclosure of information
  • Your right to fair and responsible marketing
  • Your right to fair and honest dealing
  • Your right to fair, just and reasonable terms and conditions
  • Your right to fair value, good quality and safety and
  • Your right to accountability by suppliers

 

For over 40 years we have been listening to the voice of the consumer, and we appreciate your feedback. Your comments, whether good or bad, give us an opportunity to grow and improve, identify your needs and expectations, and strive to exceed those expectations daily.

Should you wish to contact us we have a number of channels that you can use to let us know how you feel about your experience within any of our stores. We promise to address your concerns as efficiently as possible, in a professional manner.

Pick n Pay would like to thank you, our customers, for the continued support, and we look forward to serving you into the next decade.

How to address your concerns with Pick n Pay

There are a number of ways you can contact us:

  • Call the Pick n Pay call centre on 0800 11 22 88
  • Contact Pick n Pay call centre via e-mail on customercare@pnp.co.za
  • Contact us on our website www.picknpay.co.za
  • Make contact in-store at your nearest store
  • Comment on our Facebook wall: www.facebook.com/picknpay
  • Follow us via Twitter and send a message: www.twitter.com/picknpay
  • Contact us for health or nutritional information via healthhotline@pnp.co.za.

Greater detail for each route is provided below:

  • Call the Pick n Pay call centre on 0800 11 22 88
  • An agent will take down all your details necessary to escalate your complaint to the necessary management person, who will address your concerns and get back to you.
  • The agent will require the following details
    • Name and surname
    • Contact numbers (landline and cell if possible)
    • Nature of complaint and full details.
    • Store name and region
  • Should your concern be about a specific product the following information will also be required
  • Product description
  • Bar code / LAN number for in-store fresh departments
  • Best before date
  • Sell by date
  • Batch number
  • Cost of product
  • How many items you purchased
  • Supplier code (where possible)
  • Packaging details (what it looks like and label description)
  • Has the matter been reported to the store?
  • Have you been refunded by the store?
  • Details will be confirmed
  • The agent will explain procedure to customer i.e. call will be escalated to the region/department in charge who will deal with your complaint.
  • A reference number will be provided
  • The manager responsible will call you or a letter will be sent to you.
  • Contact Pick n Pay call centre via e-mail on customercare@pnp.co.za
  • An agent will read your mail and log your call on the internal system
  • Your details will be escalated to the necessary management person who will address your concerns and will get back to you.
  • The agent will require the following details
    • Name and surname
    • Contact numbers (landline and cell if possible)
    • Nature of complaint and full details
    • Store name and region
  • Should your complaint be about a product the following information will also be required
    • Product description
    • Bar code / LAN number for in store fresh departments
    • Best before date
    • Sell by date
    • Batch number
    • Cost of product
    • How many items you purchased
    • Supplier code (where possible)
    • Packaging details (what it looks like and label description)
    • Has the matter been reported to the store
    • Have you been refunded by the store
  • A reference number will be provided and e-mailed back to you with a standard letter acknowledging your concerns.
  • The manager responsible will call you or a letter will be sent to you.
  • Contact us on our website
  • Log onto www.picknpay.co.za and click on the contact us tab at the very top of the page. This will take you to a form where you can fill in all your details and your query. Hit the submit button and this will be forwarded according to your selections.
  • A Pick n Pay representative will call or e-mail you back as soon as possible.
  • In-store
    • Most of our stores have dedicated customer service managers available to assist you with any queries or assistance you may need. Look out for the ladies and gentlemen in red. If a customer service manager is not available ask for the store manager or assistant manager who can assist you.
  • Facebook
  • Navigate to http://facebook.com/picknpay, like the page and comment on our wall. It’s that easy. Dedicated agents will respond to you, try to assist immediately or may have to escalate your queries to a more senior person to attend to. We may from time to time request a contact number in order for us to get more information so that we may attend to your concerns better.
  • Twitter
  • Follow our account on http://twitter.com/picknpay, send a message to @PicknPay and you can make your comments. Dedicated agents will respond to you, try to assist immediately or may have to escalate your queries to a more senior person to attend to. We may from time to time request a contact number in order for us to get more information so that we may attend to your concerns better.
  • Health Hotline

Pick n Pay even has a great health hotline service available, for your special dietary questions and needs. Our in house dietitian is a free service to all Pick n Pay customers. You can contact Theresa Harris on healthhotline@pnp.co.za. We look forward to hearing from you and assure you of our best service.