Disgraceful Service and Unpaid Refund – Pedros Pavilion

I placed an online delivery order through the Pedros app on 24 August 2026 at 16:58 (Order #***, totaling R359.97 including a R50 delivery fee). Nearly two hours later after making a number of call to the store and also being advised by them that they will contact a new courier which i must pay for as they have previously done this with other customers. I received a notification stating the delivery was cancelled because the courier could not complete it.

When communicating with the store via WhatsApp, the staff member (Samuel) claimed that Pedros Pavilion does not do deliveries, despite the app accepting my order, charging a R50 delivery fee, and attempting to dispatch an Uber courier. I was left stranded in the evening as a working mother with hungry children waiting for dinner.

The store acknowledged the cancellation and promised an immediate refund to which i did not recieve immediately. The next day I provided my full banking details on the morning of 25 August as requested. It has now been well over 36 hours, and I have still not received the reversal or any proof of payment. Every follow-up is met with vague delays and no accountability.

Taking customers' money, failing to fulfill an order due to internal logistical incompetence, and then holding onto the funds without processing an immediate refund is unacceptable. I demand an immediate reversal of my R359.97 and urgent intervention from Pedros head office management!!!