ASAP order - Birch Acres Pick n Pay

I would like to express my deep disappointment regarding the level of service I received in relation to my recent order.

I placed my order at approximately 08:23 AM, and it was only delivered at 10:00 AM. Upon receiving the order, I immediately realized that I had been given the incorrect items. I contacted customer support straight away, and at approximately 10:39 AM, the agent advised that the store would deliver the correct goods and collect the incorrect order.

After receiving no further communication, I contacted the store directly at around 12:00 PM to follow up on the status of the replacement. I was informed that they did not have my contact details, which is extremely concerning, as my information should have been linked to my order from the beginning. The incorrect order was only collected at approximately 14:30 PM, yet the replacement items were still not delivered. I contacted the store again at 16:15 PM, and at 16:40 PM, I received a call informing me that the driver was on the way and would arrive within 15–20 minutes.

After waiting for almost an hour without any delivery, I called again at 17:34 PM and was informed that the employee who had been assisting me had already gone off duty and that another staff member was now handling my case. I spoke to Irin, who assured me that I would receive an update, similar to the promise made earlier by Lesego. Unfortunately, no update was ever provided.

At 18:41 PM, I attempted to contact the store five times without receiving any answer. The driver eventually arrived at 19:21 PM, nearly eleven hours after my original order was placed. To make matters worse, upon inspecting the replacement order, it appeared that only the packaging seal had been changed. The same goods seemed to have been transported back and forth throughout the day rather than being replaced with fresh products from the store. Given that these are consumable items, this is completely unacceptable, as the products could have been compromised or contaminated. Furthermore, the replacement order was still incorrect and in poor condition and missing items.

These issues clearly demonstrate a lack of care in repacking the order, verifying its contents, and ensuring that the correct products were delivered.

Overall, I am extremely dissatisfied with the service I received. The excessive delays, lack of communication, poor handling of my complaint, and the unacceptable condition of the replacement order caused significant inconvenience and frustration. I expected far better customer service and quality control, and I believe this matter warrants serious attention and corrective action.

Even after writing a formal complaint 2 weeks ago I only received an email that they have escalated the matter to the store manager, I'm yet to receive resolution of this matter.