A VERY UNHAPPY CLIENT!!!!

I am utterly disappointed to say the least in the PNP ASAP service. On the 24th February 2024 I downloaded the app for the first time and decided to do an online order to the value of R379. The expected delivery was supposed to be 60 minutes which turned into more than 3 hours and still no delivery, I then cancelled the order and got an email confirmation to say the order has been cancelled. As it was at an address I do not reside at, so it was no longer required for delivery hence me contacting your contacting your Customer Service to expedite a cancellation of the order. When the Driver arrived the next morning for delivery we promptly refused delivery and was advised a refund to my bank account had being processed. This being after I had filled out the confirmation with my bank details and was advised by PNP who had emailed me to say the money debited from my bank account will be refunded back to me within 5-10 working days. It is March 10, 2024 and I still have not received the money. This morning I got an email from PNP saying apologies for the delay of the refund and it was processed and will be within 3-7 working days. When I checked this email again thoroughly I see that this ticket was closed as resolved the first time I cancelled the order and no refund was processed. So on the email I got this morning it shows this was only processed on 8 March 2024. So that means if I had not sent PNP a friendly reminder about the refund I would not have received this confirmation email. I feel it is very unfair that I need to run after PNP for my money that was debited from my account and wait another 3-7 working days which then means it is a whole month before I get my money back.

As a first time user I need to express my extreme dissatisfaction and disappointment in the manner PNP has handled this query. And the lack of customer service has left me gobsmacked to say the least!!

This situation has left a bitter taste as I expected a deeper sense of urgency towards their customers from a well renowned retailer such as PNP!!