ASAP Failure to deliver

I placed an order with Pick n Pay ASAP yesterday at 13:05. From my understanding your delivery policy is 60 minutes.

Firstly, your ASAP App was not updating at all yesterday. I made several telephone calls to your customer care line and was told that firstly the driver was unable to deliver, this was after I had already been waiting for 3 hours for my delivery. I was then told that my package was returned to the store. NO driver was at my residence yesterday, and no telephone calls were received or missed on my contact number.

I had to make 2 more calls after waiting several hours only to be told that you were having technical problems with your app as well as your drivers were not available to deliver, that they were cancelling or not showing up at all and that you were using the Uber services to deliver your packages.

This is unacceptable, as you firstly were aware of the inclement weather we were experiencing in Cape Town this weekend and as a big supply chain who offers this service with pride, you should have made provision for this by taking your motor bike drivers off the road and replacing them with drivers who had vehicles that could handle the weather or remove the service for the day. No communication was made via the app, sms, emails, website or telephone calls that you were experiencing this problem. Instead your customers were left handing, waiting for deliveries that arrived hours after orders having been placed.

I placed my order at 13:05 at 19:12, I finally received my package. This service is completely unacceptable. I had guests over yesterday for whom I needed that delivery. It was embarrassing, time consuming and expensive as I had to go out and physically attend a store to purchase what I had already purchased on your APP. So not only did that leave me embarrassed but also out of pocket by only receiving my delivery 6 hours after I had placed my order and my guests that left already.