Bad Customer Care Response Times - No Urgency When Responding To Customer Emails

Bad Customer Care Response Times - No Urgency When Responding To Customer Emails

I emailed pick n pay customer care 3 times and called twice. I emailed on the 29th Oct, 4th November and 12th November. I called on the 27th Oct @8:12 and 6th Nov @8:25. I was enquiring about the summer delivery campaign Pnp Asap ran until the 20th Oct 2025 which gave you free delivery up to a max of 4 free delivery to be used the next month in November. I had not received my free delivery codes after the campaign had closed. When I emailed no one responds or even acknowledges your email. Eventually when I called again on the 6th Nov 2025, the lady said she could see my email but that no one had taken it up to respond to me which means everyone in customer care could see my email as well as my replies and chose to ignore it. That is extremely unprofessional and the system needs to be looked at and changed because it's bad Customer service to just ignore a customer's emails. I really want head of customers care to be aware of how their staff is operating and how customers feel when they don't get a reply. After I called on the 6th Nov the lady said that she will email me my delivery codes becauase her team leader who was only coming in at 11am has all the codes with her. How inefficient of a system does pnp customer care run. Why are you not automatically emailing customers their codes if you already have them. You are waiting for customers to contact you for the delivery codes. I've already began shopping on asap for November and paying for my deliveries because I couldn't wait for your team leader to come to work so that I can get my free delivery codes. Your systems needs to change or the people running things needs to know what's going on in customer care.