COMPLAINT ABOUT ********** SERVICE AND CUSTOMER CARE RECEIVED

On Saturday, 30 November 2019, I placed an order for a DEFY 425L FRIDGE BOT/FRZ METALLIC DAC617 on Pick n Pay's website. This order amounted to R3999 including the delivery fee. I was then notified that the item will be delivered on 04/12/19 between 13:00 to 18:00. I received a call on 03/12/19 from Nomfundo at the PNP online store advising that they can no longer honour this deal as the fridge which I have paid for was discontinued. I explained to her that there is some sort of mistake because I paid for the item online and my delivery date was confirmed for 04/12/19 so how can this item be discontinued. On 03/12/19 I asked her to check for a similar fridge as the one which I have ordered and paid for and she did not get back to me that day. I called again yesterday (04/12/19) enquiring about this and it seems my complaint yesterday fell on deaf ears as PNP is still trying to deliver a fridge (according to the sms's that I received from them). So once again, I had to re-iterate to the consultant to check for similar fridges, only to be told that the fridges in stock are more expensive so they cannot help me. My payment was then reversed. No sign of help from PNP to make this right in anyway and no care whatsoever. My question here is: How can my complaint not be taken seriously?? Why would you not take this off the system and then, as suggested, find me a fridge with similar specs??? How does PNP (a massive chain store), not keep track of their stock? This is the most basic of all tasks if you are to run a successful company and we all know that PNP is. If stock is discontinued, why isn’t their computer systems updated and how is it possible for them to discover this a day before delivery? Due to the fact that I had paid and received confirmation of the fridge purchased, I have given away my old fridge because I was expecting my new fridge to be delivered yesterday. I have now also missed out on all black Friday and Cyber Monday deals due to the sheer incompetence of PNP who advised me after the specials are all over that they will not honour the sale agreement made. I am beyond furious and utterly disappointed with the pathetic service I have received through-out this entire process. I’m not a difficult person and I understand that mistakes happen HOWEVER, this is a sheer lack of concern and incompetency on a mammoth scale. PNP has now been notified by me twice and they still sent me sms’s trying to deliver a discontinued item twice! My complaint wasn’t taken seriously and no help or assistance offered. The position that Pnp has put me into is distressing. We’re coming up to xmas and I can’t afford to buy another fridge. I saved all year for this black Friday deal. Furthermore, I now don’t have a fridge as my old fridge was given away due to the fact that I purchased a new one from PNP and was informed that it will be delivered on 04/12/19. How am I supposed to live without a fridge? What sort of a Christmas is my family and I supposed to have? I feel helpless and stressed out by the predicament that PNP has put me in.

I have also lodged a complaint with the Advertising Regulatory Board and Wendy Knowler from Consumer Watch.