1 reviews | Active since Jul 2012
Atrocious Service!!!’
Terrible experience with PnP ASAP for the Jean Crossing store. I placed an order for delivery at around 15:30. Fast forward to 17:29 and I have yet to receive my order!
At 1st I get a notification to advise that the driver attempted to deliver my order but was unsuccessful - with no prior notification that the driver has arrived on the App (app kept saying driver is waiting at the store).
I then called SEVERAL times to figure out what’s going on only to be told the order will only be delivered tomorrow. I requested for this order to be cancelled, only to be told the TAT for cancellations is up to 90 mins as that department has “other things to do”. I am now getting calls from someone who didn’t even bother to give me their name telling me they want to sort this out for me. All I want is this order cancelled and I want a FULL refund! How does it take 6 calls to carry out a simple request? I can’t believe that your service is this poor!!
I can also confirm that the refund was done. However the issue here is NOT the refund, but rather the incredibly poor service I received from the entire Pick 'n Pay ASAP team.
There is clear lack of communication between the various departments that handle ASAP orders. The App itself is glitchy and does not provide real time updates. For this order that I requested a cancellation for several times, I then had to deal with 3 different drivers that were attempting to deliver this order to me. Why did they even attempt a single delivery to begin with? In addition to this - every customer service agent I called "promised" to cancel the order and this was not done. It is simply amazing to me that it took EIGHT calls to resolve an issue this simple.
My view and opinion of you has not changed - your service is appalling and based on my experience - you have lost a customer, both online and in your physical stores.
Regards
Refilwe
I can also confirm that the refund was done. However the issue here is NOT the refund, but rather the incredibly poor service I received from the entire Pick 'n Pay ASAP team.
There is clear lack of communication between the various departments that handle ASAP orders. The App itself is glitchy and does not provide real time updates. For this order that I requested a cancellation for several times, I then had to deal with 3 different drivers that were attempting to deliver this order to me. Why did they even attempt a single delivery to begin with? In addition to this - every customer service agent I called "promised" to cancel the order and this was not done. It is simply amazing to me that it took EIGHT calls to resolve an issue this simple.
My view and opinion of you has not changed - your service is appalling and based on my experience - you have lost a customer, both online and in your physical stores.
Regards
Refilwe