WATCH: Pick n Pay Ice cream scandal - buckets becoming smaller than advertised!

The consumer, who wished to remain anonymous, purchased a 1.8L tub of ice cream (a common size for brands such as Ola Rich ‘n Creamy and Country Fresh stocked at Pick n Pay). At home, they transferred the contents into a 1.6-litre measuring beaker (“meter beker”). The ice cream filled the beaker and still had enough left over to top up the original 1.8L container, suggesting the tub contained significantly less than the labelled volume.

“I was shocked,” the shopper said. “You pay for 1.8 litres, but what you actually get seems closer to 1.6 litres or less once it’s properly measured. It feels like you’re being short-changed on every tub.”

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Complaint Escalated to Store Level

The issue was promptly reported to the store manager at the Pick n Pay branch where the product was bought. According to the consumer, the manager listened to the complaint, examined the tub, and agreed it warranted further attention. The manager reportedly promised to escalate the matter to “top levels” at Pick n Pay head office and follow up.

Weeks later, the shopper says they have heard nothing further — no response, no refund, and no indication that the issue has been investigated or addressed across the retailer’s network of stores.

Pick n Pay has not yet responded to requests for comment on this specific incident. The retailer’s customer care line (0860 30 30 30) and online complaint channels are available for consumers to escalate such matters directly.

Legal Context in South Africa

South African regulations on edible ices (including ice cream) are governed by the Agricultural Product Standards Act and associated regulations on classification, packing, and marking. These set compositional standards for dairy ice cream and other frozen desserts, including limits on “overrun” (the amount of air incorporated during freezing). While some aeration is normal and permitted (with a maximum overrun of 130% ±3%), the declared net volume or mass on the packaging must accurately reflect the actual contents to avoid misleading consumers.

The Consumer Protection Act (CPA) further prohibits misleading trade descriptions, including quantity claims. Retailers and suppliers can face complaints through the National Consumer Commission if products consistently deliver less than advertised.

Legal metrology standards (such as SANS 289) also require that pre-packaged goods sold by volume or mass are accurately filled, and retailers are expected to have measuring instruments available for consumers to verify quantities where needed.

Common Consumer Frustration?

This is not the first time South African shoppers have voiced dissatisfaction with ice cream portion sizes or perceived value, especially during price-sensitive times. While some variation can occur due to temperature-induced shrinkage, scooping losses, or manufacturing tolerances, a consistent shortfall of 200ml (roughly 11%) on a 1.8L product would exceed normal expectations for most consumers.

Pick n Pay, one of South Africa’s largest supermarket chains, stocks a wide range of 1.8L ice cream tubs across its stores and online platform. The retailer has previously emphasised its commitment to customer service and compliance with food labelling laws.

What Shoppers Can Do

Consumers who suspect underfilling are advised to:

• Weigh or measure the contents at home using accurate kitchen scales or graduated containers.


• Keep the packaging, receipt, and any photos as evidence.


• Report the issue directly to the store manager and follow up in writing.


• Escalate unresolved complaints to Pick n Pay’s national customer care or the National Consumer Commission.

Until Pick n Pay or the supplier provides clarity, affected shoppers may wish to check the actual volume of their next 1.8L tub — a simple “meter beker” test could reveal whether this is an isolated case or a wider issue.

This incident highlights the importance of transparent packaging and honest quantity declarations in an era when every rand counts at the checkout. South African consumers deserve to get what they pay for — no more, but certainly no less.