Absolutely unacceptable experience with PnP ASAP

I placed an order on Friday, 24 April 2026 before 17:00 with a confirmed delivery slot between 18:30 and 19:00 from PnP Hypermarket, Longbeach Mall. This was a slot specifically allocated by the store as available at the time of ordering. That commitment was not honoured, and what followed was a complete failure on every level.

The store was completely unreachable—multiple calls went unanswered, leaving me with zero updates or visibility on my order.

When I finally got through to customer service, the agent (Palesa) informed me that THREE drivers had failed to deliver my order. That alone points to serious operational issues. It gets worse—my order was then reassigned to an Uber driver with NO tracking available. At that point, there was absolutely no way for me to know if or when I would receive my order.

No proactive communication. No accountability. No solution.

This complete breakdown ultimately led to the cancellation of my order—not by choice, but because the service completely failed. A refund was processed accordingly.

However, in a completely baffling turn of events, the order was then delivered on Sunday, 26 April 2026 at 18:59—after it had already been cancelled and refunded. This raises serious concerns about internal processes and control. Regardless of the reason, this does not change the facts of what occurred or the failure of service.

To make matters worse, I incurred additional, unnecessary expenses trying to make alternative arrangements at short notice. As expected, PnP does not take responsibility for these costs, effectively shifting the burden onto the customer for their failure.

Let’s be clear, this is what actually happened:

* Delivery time not honoured despite an allocated available slot * Store unreachable * Three failed delivery attempts by drivers * Order handed to an untrackable Uber driver * No communication or updates * Forced cancellation and refund due to service failure * Order still delivered after cancellation and refund * Out-of-pocket expenses for the customer

This is not just poor service—it’s a complete systemic failure with zero accountability.

PnP needs to:

* Provide a full explanation * Clarify how a cancelled and refunded order was still delivered * Reimburse the additional expenses incurred * Take accountability and fix their broken delivery process

This experience is completely misaligned with the service PnP claims to provide, and I will be sharing this to ensure others are aware.

Until then, this service cannot be trusted.