ASAP refund issue

I am very disappointed with Pick n Pay and their ASAP delivery app. I will not recommend this app nor use this app or even put a foot in a Pick n Pay store ever again. Pick n Pay has no customer support or service whatsoever hence my complaint on here, maybe this will get some attention.

On Sunday morning I ordered my groceries on the Pick n Pay ASAP app as I normally and usually do once or twice every week as I have 2 small children and my househould were sick. At 10 am I placed my order. R800 later. At 12 pm I received a message stating my order has been cancelled.

Please note, one pays R35 delivery fee, one uses this app for the convenience thereof but instead it only caused me a massive inconvenience Sunday. And also, Pick n Pay takes your money INSTANTLY. Yet, you as a customer must wait 5 to 10 days for your refund.

Right, fast forward. So I had to buy airtime to call the Pick n Pay customer service line to find out what the issue was. Apparently the driver could not find our house. Which was a lie as we sat outside to wait for the driver and the security also confirmed no driver showed up. We use this app often so the drivers know where we stay.

So then we called the store. They told us they cant help us its a head office issue and not their fault but ours. So then we decided to drive to the store to pick up the groceries which I ordered and paid for. So its extra petrol also. When we came to the store I was notified I cannot get my money at store. So I have 2 options : 1) order again on the app and use the credits or leave the credits and use it for future purposes. This was not an option. I do not want the credits nor to replace my order wait another two hours and then my order gets cancelled again. 2) buy my groceries in store pay for it again and request a refund. I went with this option as I already drove to the store and needed my groceries.

So this caused me to buy my groceries twice, so I was out of R1600, only received R800 worth of groceries. It cost me petrol and airtime. And I had to pay the more expensive in store price as I bought app specials. Also I had to throw away my ice as it had melted.

Now tomorrow is already Friday and I have not yet received my refund. And please do not tell me 5 to 10 working days. You are playing with your customers and their money.

Sort out your nonsense.