Absolutely terrible service from the ASAP team

Good afternoon

To say that I have received atrocious service from the ASAP team over the past 48 hours is an understatement. It is amazing to me that 2 orders were handled so poorly that I needed to call your customer service call center a total of 8 times! Needless to say, my issues are still not resolved. I have spoken to numerous people who are just incapable of sorting out any issues.

1 - On Saturday, I placed an order for deliver on behalf of my mother to her home address at 13:29 pm. At 15:45 I called into the call center to query this order as there had been no movement on the app. The app stated that the order had been received by the store but was not being packed as yet. This is over 2 hrs since I had initially placed the order only to be told that the order had not been invoiced by the store at yet and a shopper had not been assigned to the order. I then requested for this order to be cancelled. I called back half an hour later as this cancellation had not taken place and was advised that this would be escalated to your "admin" team. Needless to say - the order was only cancelled the next day after the driver attempted to deliver the order to my mother's home after I had explicitly asked for this order to be cancelled. In all my calls - I requested for a manager to call me, which has yet to happen by the way. We then proceeded with the cancellation and the funds were refunded back into my wallet.

2. On Sunday the 26th of April - I then placed another order through the app to make use of the funds that had been refunded into my walled in the hopes that this terrible experience was a 1-time thing. This was obviously not the case - because the harrowing ordeal that proceeded really is 1 for the books! I placed this order at 14:58 and the delivery time I received was for the same day. I then called an hour later to follow up on the order as again - there had been no movement with the order status on the app. I was then again advised that a shopper had not been assigned to the order and the call center will call the store to better understand the delay. In the interim, the delivery time for this order now moves over to the next day. The call center then advises that they cannot get a hold of the store as the number is not available. We asked if they have no other means to contact the store (like calling the store manager directly) and we're advised that they are not provided with a store managers personal information. My partner than had to go and collect this order himself as waiting was proving to be a fruitless exercise and we could get no guarantees from the call center if we were even going to get this order. In one of the multiple calls I made on the 26th I asked for a manager to call me. I was advised that my detailed would be passed on to this manager and he would call - only be to told in a later call that this manager had left for the day without even bothering to call me to better understand where my frustration stemmed from. This is appalling!

It is now an entire day later and we have not received any feedback regarding the refund of the delivery fee. I received an email stating that my delivery refund will be provided using a delivery coupon - I am not agreeable to this as I will no longer be making use of the ASAP service given the incredibly poor service I have received. I would like my delivery fee to be refunded back into my wallet so I can withdraw this and officially end my relationship with you.

I am still waiting for a manager (whose name is Randall) according to your call center to call me to discuss the multiple service failures that have occurred here, and this is yet to happen. I would like a senior manager to call me, as I have had my fill of your call center staff who can't seem to help at all.

Regards Refilwe