pnp.co.zaAvis 

Every single time I’ve ordered via the ASAP app, I’ve experienced a delayed delivery. Always late. On Tuesday, 28 April, I placed a standard 45-item order on the Pick n Pay ASAP app. The delivery window was initially 18:30–19:00, but immediately after placing the order it shifted to 19:00–19:30.

By 19:30, I received a notification that the order was ready for collection but delayed. For an order this size, delivery is usually done by car, so I was expecting that. 20:00 came and went—no delivery. I tried contacting customer care, only to find out they close at 17:00. The ASAP support line closes at 20:00, so there was effectively no support available. I tried calling the store directly—no answer, because they were closed.

The app continued to show “on the way” with an ETA stuck at 19:30, claiming they were waiting for a driver. At no point did anyone communicate that they couldn’t find a driver. I sent emails, reached out on social media, and left voice messages. Nothing. No response, no updates, no accountability.

The next morning at 08:00, when the store was supposedly open, I started calling again. For an hour and a half, there was no answer from Pick n Pay Hypermarket Northgate. Zero customer communication. I eventually got through to ASAP support, and only on the third attempt did someone actually take this seriously—through the in-app chat.

At 09:00, I told the agent that if there was still no update, the order should be cancelled. At 09:05, she called saying the driver was “on the way.” I agreed to wait. By 10:30—an hour and a half later—still nothing. I had to leave for a business meeting, and as I drove out, the order finally arrived. If the driver was truly “on the way” at 09:00, there is no justification for a 90-minute delay. I couldn’t stay to receive the order as I was already late.

While I was out, the agent called again and advised against cancelling because the refund would take too long. She suggested arranging a new delivery. I agreed, on the condition it arrives at 15:00. She countered with 14:30.

14:30 came and went. 15:00 passed. 15:15—still no delivery. The agent then called to say the driver was “on the way to the store,” meaning the order hadn’t even been collected yet. So realistically, I would only receive it around 16:00–16:30, if at all.

This entire experience was a mess. No communication, no accountability, no urgency, and no reliability. Every update was misleading or outright incorrect. You cannot trust the timelines, the app, or the support staff. I requested a refund and the full amount isn’t even being refunded.

The service is unacceptable. I will not be using Pick n Pay ASAP again and will rather take my business to Checkers, where at least the service functions as expected.

Placed a Pick n Pay ASAP grocery order at 18:00 from Pick n Pay Clearwater Mall for my family, expecting delivery within the stated window of 19:00–19:30.

19:00 – Order marked as ready. App says: “Waiting for a driver.” Still within ETA, so no concern yet ⏳

19:30 – Delivery window passes. Status unchanged. Still “Waiting for a driver.” Now starting to worry.

20:25 – Checked again. No driver assigned. No update. No communication from the store or support. This is already frustrating.

20:37 – Still waiting. By now the store is already closed, yet the app continues saying a driver will collect shortly. Completely misleading ⚠️

20:49 – Situation unchanged. Family still waiting for groceries that clearly aren’t coming tonight.

21:00 – Still no driver. Still no delivery. And now the app doesn’t even allow cancellation. Unacceptable.

This is a nearly R1,000 order and a complete service failure. No delivery, no communication, no cancellation option, and my family left inconvenienced late in the evening.

Other grocery delivery platforms clearly notify customers before store closing time if an order cannot be fulfilled. That basic service safeguard appears to be missing here.

At this point we are no longer interested in receiving this order. We expect a full refund processed first thing in the morning.

Extremely disappointing experience from Pick n Pay Clearwater Mall. 😞⏳⚠️

Update: Their resolution is:
log yet another ticket
despite the fact that I have spent endless times calling them which they acknowledge, they will not reimburse me for my airtime
I must drive to a store to "claim" my prizes
promised a R100.00 voucher - still waiting
OLD CAMPAIGN WHICH TERMINATED END JANUARY STILL RUNNING ON WEBSITE
CONCLUSION : BRAND NOT TRUSTWORTHY, CUSTOMERS BEING CONNED OUT OF LOYALTY POINTS AND PRIZES, RE-EVALUATE RELATIONSHIP AND REPORT TO NATIONAL CONSUMER COUNCIL

False Advertising
They are still promoting a campaign which they advised me ended in January after I queried where my prizes were that I had won in the qualifying rounds. They took the campaign down for about 3 to 4 hours the on Monday or Tuesday but it is up and running again. All my emails and calls to "support" are allegedly "escalated" but to date no one has bothered to contact me. They escalated my own complaint back to me! They are engaging in FALSE ADVERTISING by running a campaign that ended in January and are conning their customers out of prizes and loyalty points.

I have tons of mobile data with pnp mobile but i must spend R20 to unlock 500mb of data. i might as well buy data for R20 on any network than to fall for this scam to extract money from me

I am extremely unhappy and frankly very irritated with the new FNB and PicknPay partnership. The eBucks Rewards system used to be a real asset when FNB was partnered with Checkers. It worked seamlessly and provided great value. Now, with the forced shift to PicknPay, the experience has turned into a frustrating and expensive mess.

When FNB partnered with Checkers, the value was unbeatable:
-For just R99/month, I had unlimited free deliveries through the 60/60 app.
-I also received 10% off a once-off in-store purchase (up to R200).
-It was convenient, flexible, and actually rewarding.

Now, with PicknPay:
-I am charged R35 per delivery on the ASAP app.
-Deliveries are limited to just 35 items, which makes monthly or bulk shopping impossible without racking up delivery fees.
-To offset that, the TakealotMORE subscription (also R99/month) includes PicknPay ASAP deliveries (via the Mr D app), but if I use that route, I earn zero eBucks. Why punish customers for trying to save?

As a result, my eBucks rewards plummeted — from 12,373 to just 1,436. That is a massive loss for doing the same shopping I did before. How does that make any financial sense?

To make matters worse, PicknPay ASAP forces a minimum tip of R20, R40 or R80. There's no custom tip option — not even R10 — which feels excessive and restrictive, especially on top of the delivery fee.

This entire shift feels like a downgrade masked as an improvement. It is unfair to loyal FNB customers who optimised their spending habits to make the most of the eBucks ecosystem. At this point, I genuinely miss the Checkers partnership, and I am now seriously considering switching to Standard Bank or another institution that respects customer choice and offers real, tangible value.

PnP Home, enter at your own risk. Let me just say their order will arrive later than a China order without fail that's if it even arrives. PnPHome kept me waiting for a week for an order that wasn't coming, corder was confirmed money deducted week later I decide to call them as there was absolutely nothing from them, the order says arrives BY 4 March and at the time Im told the store has not even invoiced nor packed the items, how on earth am I receiving them tommorow then , agent says not possible Im not and still saw nothing wrong with this I had to request for escalation... they said they would escalate = 3 minutes later order cancelled (after waiting over a week). PnP order at ur own risk rather check Takealot, Game, Makro anywhere else before making that mistake😡😡😡😡

Good day

Firstly I'm utterly disappointed, disappointed, disturbed with the level of service that I received from pick n Pay canal Walk.

On Saturday 15th February I went to go buy an air fryer that was on special of R899. 99 upon paid everything was okay cashier was not even friendly thew my box in the trolley okay I went home oy to find my slip is missing I placed in my box on the 18th I returned it as I saw a better one bigger on for same price I was sent from pillar to strength got humiliated in store about the receipt that was lost I showed the transaction from my bank but they didn't find it on they system I was passed on from one manager to another no apology just that I was told why am I making it they problem as I just buried my husband Thursday I couldn't stay long and missed a doctors appointment it took them more than 4 hours to get the print out and received my money back but that was not enough what about my appointment I missed that was paid for I can't get a refund and the fact that was humiliated in store like I was a thief even looking like I'm lying that I bought this air fryer at the store.

I demand an apology and some type of compensation for the level of disrespect and Humilation that I received from your store I used to work for pick n Pay, I do my groceries at pick because of fresh food, affordability and quality of things I can get from pick n Pay but I have decided now that yall don't need my services and money as that was brutally disgusting after I have been a loyal customer for years even bought funeral items from pick n Pay and this is what I get in return absolutely disgusting to say.
I'm hurt by the way your store has treated me I'm left disappointed, traumatized by canal Walk pick n Pay store.

I would appreciate it if this could be dealt with ASAP and try amend the way I was treated as customers passed and looked at me very ackwardly even the staff.

Your faithfully
Washiemah Mokatsoane

My pnpASAP profile was breached and my credit card info was used to get thousands of rands of my credit card. My credit card information was compromised and supposed to be secure. PnPASAP confirmed that my profile was hacked and refuses to pay my money back.

I bought alcohol on the Pick N Pay ASAP app, I was so disappointed to discover that ALL the alcohol was expired. I bought beer and cider, two six packs each. Immediately I called customer service for them to replace my order. I was told they could come collect the alcohol, take it to the shop to review and I should wait for an unconfirmed period of time to see if they can replace the alcohol or refund me. Alternatively, I should leave my house and go to the nearest Pick N Pay myself. Why am I using the app then? Because the reason we use it is so that we don't leave the comfort of our houses. And why is Pick N Pay selling expired alcohol in the first place?

I urge you all to check the expiration date for Pick N Pay.

Damn what non existent stinking service.. And I am specifically referring to the ASAP app.

I placed an order on the App then 2 hours later after I noticed that they are not delivering I called them since they dont bother to call you and tell you there is some kind of issue, i am told there was no driver available and the order will be delivered next day. I dont even want to go into "how the hell do you offer a delivery service like this, then you tell customers you can't deliver because there is no driver???"

Then i ask if it can be cancelled and refunded and they said yes it can be cancelled but not refunded to your bank. Only to the app wallet. I mean what in the actual f@#$. So they basically force you to buy from them even though they fail to deliver?

Im not even going into all the detail of how messed up this is.

Dont use this! Its useless! F&$")@ Scam!