Shoprite Holdings | Our Customers

Our mission is to be Africa’s most accessible, affordable and innovative retailer; one of the ways in which we strive to achieve these goals is through unrivalled customer service. We cater to more than 24 million customers from diverse income groups and communities and we are committed to making their money work as hard as they do when shopping at any of our stores.

Keeping our affordable food promise

With our efficient supply chain, long-standing relationships with our suppliers and bulk-buying power, we can offer quality food and non-food products at affordable prices. In keeping our affordability promise, we subsidise essential items, like Shoprite’s in-house loaf of brown bread and sanitary pads. Customers will also find hearty meals costing R5 or less at our Shoprite deli counters.

Our customer commitment

A memorable shopping experience is what our business is all about and we aspire to:

Treat every customer with respect, no matter how much they’re spending.
Treat the customer as an individual, not a sale.
Satisfy any reasonable expectation a customer might have.
Take time to understand each of our customer’s needs.
Take responsibility to ensure every problem is dealt with in a satisfactory manner.
Only make promises we can keep.
Call back or follow up if we promised to do so.

Fair treatment is important in our business

Fair treatment is a matter of principle and not compliance at our Group stores. We take pride in our efforts to ensure every customer is treated with respect.

We support the United Nations International Guidelines for Consumer Protection and, in South Africa, we uphold the Consumer Goods and Services Industry Code and participate in the Ombud Scheme and use these as minimum standards for our own internal policy.

Our value-added services

We continue to establish and provide innovative platforms and convenient solutions that offer real value to our customers. Some of our latest innovations include:

The extension of our Medirite offering with a Mr D delivery service partnership and Smart Clinic.
Establishing an easy-to-use virtual grocery voucher platform that instantly sends the voucher to the recipient’s cellphone number.
Extended and updated financial services with the new Money Market account. We now also cater for contactless payments.
The launch of Checkers Sixty60, a revolutionary one-hour, on-demand grocery delivery service.
Our Xtra Savings Rewards Programme for Checkers and Shoprite customers, allowing them to save as they shop.
We continue to pay out SASSA grants at our stores.
Well-priced funeral products and pet insurance in partnership with OUTsurance.

We would like to hear from you

In our continued effort to meet the growing needs of our customers, we welcome your feedback through our dedicated customer service departments. Should you have any queries or comments, please contact the relevant brand directly via the links below or use the store locator to contact a specific store.

Checkers Food Services

Medirite Pharmacy

Transpharm

OK Furniture & Power Express

OK Franchise Division

We’re a proud CGSO member

The Office of the Consumer Goods and Services Ombud (CGSO) is responsible for enforcing the Consumer Goods and Services Industry Code of Conduct – in line with the Consumer Protection Act – by dealing with complaints and investigating alleged violations free of charge.

We are a proud member of this scheme as we strive to provide our customers with unrivalled service and quality products at affordable prices.

WWF-SASSI partnership

Shoprite Checkers is working in partnership with WWF-SASSI to ensure that we meet our commitments to Sustainable Seafood.

As a member of WWF-SASSI Retailer / Supplier Participation Scheme, we commit to goals in accordance to our strategic focus areas and activities, in partnership with World Wide Fund for Nature's Southern African Sustainable Seafood Initiative (WWF-SASSI).