Bottles by PnP

I wish I could rate this zero stars. In this age of COVID and the huge demand for reliable online shopping, with many apps available to consumers, this offering is beyond abysmal. The face of the app is great, easy to navigate and place an order, and even the substitution functionality works well. However, the follow through to delivery is shocking. I have placed 2 orders, both of which had problems, the last this weekend a lot worse. The phone line is out of service, emails attract only standard responses, communication via the "instant chat" receives a response in approximately 4 hours, and resolution of the problem is non existent. It seems that, once the order is placed and paid for, both the store and Bottles lose interest in ensuring that the customer receives their order. Eventually I was offered a refund, which will no doubt take days to reflect in my account. I spent my entire weekend on my phone trying to track down my order, and eventually had to go the shops anyway! At no point has any form of restitution been offered either. Very disappointing, and, Pick n Pay, please note that although a store manager told me on Sunday that it is not his responsibility to track orders via Bottles, the app is associated with your store, and this service reflects directly on you.