ASAP Customer neglect

good day. in sharing my experience id like to begin with an order that was placed at 07:06am and as i write this it is 14:45pm on the 13th of february 2026. After the order being recieved by the Hyper in Faerie Glen, it was delayed which is not something that phased me much as it does happen from time to time. The problem arises when the delivery driver uses the given access code on the delivery instructions to enter into the estate. 14 minutes later, the same code was used to exit as per the notifications i recieved. No order had been delivered at this point.

the first call to the customer care made at 10:23am where i was told that the driver couldnt reach me which is odd because should aanything be amiss, they call. I recieved no calls from the driver. i was then told that a second driver would be dispatched to deliver the order and given his contact details as well.

Upon contacting the driver, he said he was not able to collectthe order as it was 4 parcels and not 1. As much as this did not make sense to me, i called the customer care line again for clarity on this issue and got moved around between agents.

it pains me as a Chef of over 10 years dealing with people and being helpful in any way i can does not translate to others. niot to say that i should be known but, the escalating of a problem and reasonable sorting is expected. i was given no clear way forward apart for a refund that would take 7 days as this is on a friday.

i had to ask for my order to be kept in store and now i have to take on further expense in going to get the order personally from the store. Of which, i hope to be reimbursed on as i still maintain that this was not a fault of my own making but that of the establishment. Noth to mention the lack of feedback that was recieved and 90% of the calls were calls made by myself to Pick n Pay.

As i prepare to fetch an order that should have rightfully been delivered between 08:30am & 09:00am. Very dissapointed.