Misleading Click & Collect Process – Left Stranded

I recently placed an order online with Clicks and added a recipient to collect on my behalf. The communication I received from Clicks stated clearly that collection could be done with the OTP and order confirmation.

When the recipient went to the store with his ID and the OTP, he was turned away and told he needed to present my ID. I live 100 km away, so this was impossible. Only after complaining was I told to send a copy of my ID — something that was never communicated upfront and that I am not comfortable sharing for security reasons.

This mixed messaging caused unnecessary inconvenience, wasted time, and extra costs. Customers deserve clarity and consistency. Clicks needs to review this process urgently and ensure that collection can be done with the recipient’s own ID plus OTP, as originally stated in their communication.