Complaint Regarding Poor Service and Spoiled Order – Pick n Pay ASAP (Order #***, Dated 27 April 2025)

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the unacceptable service I received from Pick n Pay ASAP and the Sandridge Pick n Pay store in relation to Order #***, which I placed via the Pick n Pay ASAP app on 27 April 2025 at 12:00 PM.

Timeline of Events: 12:00 PM: Order #*** was placed via the Pick n Pay ASAP app.

1:00 PM: parked, ready to collect my order or have it delivered.

1:00 PM – 4:00 PM: Despite continuously checking the app, the order status remained "Waiting for a Driver." I received no communication or update.

4:00 PM: I sent an email to customer support reporting the issue. I received no response.

After 4:00 PM: I called the customer service center multiple times. I spoke with three different agents, all of whom promised to follow up. None of them did.

Fourth Call: I finally spoke with a more helpful agent who admitted no driver had been assigned to the order. He contacted the store while I was on the call and initiated movement. He also shared the driver’s number with me.

5:00 PM: My order was delivered—five hours after being placed and four hours after being packed.

Main Issue: Due to the excessive delay, all perishable and refrigerated items were kept outside of proper temperature conditions for up to five hours, making them unsafe to consume. Upon arrival, the items were visibly spoiled—melted, warm, and clearly compromised.

I immediately emailed customer service around 5:00 PM on the same day (27 April 2025) to report the condition of the items. I received a complaint reference number (#14333), but there was no response or meaningful follow-up for over a week. Only after I followed up again did someone acknowledge my complaint.

Shockingly, I was asked to provide proof of the spoiled items seven days later—despite having reported the issue immediately. I requested that Pick n Pay collect the damaged goods or provide an exchange, but this was refused. I was told a refund would be issued, as it was acknowledged that food stored for four hours without refrigeration would be spoiled.

Refund and Service Failure: As of 19 May 2025, nearly three weeks later, I have not received my refund. I’ve had to consistently follow up, and if I hadn’t, it appears this matter would have been completely ignored.

Major Concerns: Negligence in handling food items, especially perishables.

Lack of urgency in addressing a potential health and safety concern.

Unprofessional conduct from multiple agents with no follow-through.

Inadequate communication and delay in refund processing.

Failure to take accountability for a service failure caused by Pick n Pay ASAP and the Sandridge store.

This entire experience has been unacceptable. As a loyal customer, I expected better standards from Pick n Pay, particularly when it involves food delivery. This level of disregard for service and food safety is not only disappointing but dangerous.

Final Remarks: I strongly caution other customers—particularly the elderly—not to rely on Pick n Pay ASAP for essential grocery deliveries. If this is the standard of service, vulnerable individuals may end up with spoiled food and no way to resolve the matter. Many would not have the time, resources, or energy to keep following up as I have had to do.

Pick n Pay has failed me on every level—operationally, ethically, and professionally. I am demanding an urgent update on my refund, a formal apology, and a review of the handling of my order and complaint.

Sincerely,

Order Number: *** Complaint Reference: #14333