Complaint Regarding Poor Service – Pick n Pay ASAP (Brackenhurst Store)

I am writing to formally lodge a complaint regarding the extremely poor service I received from Pick n Pay ASAP on 16 November 2025, following an order I placed through the Brackenhurst store.

My order was accepted and confirmed at 12:18, with a delivery timeframe of 13:00–13:30. At 13:39, after receiving no communication or delivery, I contacted the call centre on ***. The agent who answered requested my order number and then placed me on hold. I could hear her complaining in the background before she intentionally dropped the call.

I called again at 13:42 and spoke to an agent named Mpho. Unfortunately, the level of service I received from her was unacceptable. After providing my order number, she asked me to hold while she looked for the order. When she returned, she informed me that although the store had accepted the order, it had not been allocated to anyone. When I asked what needed to happen from my side, she accused me of being rude—even though I remained calm and respectful throughout.

Given the inconvenience and the lack of communication, I asked her to cancel the order and issue an immediate refund so that I could purchase the items elsewhere. She told me that I only had two options:

Cancel the order myself and wait 4–5 days for a refund, or

Wait indefinitely until someone decided to process the order.

When I asked to speak to a supervisor or manager, she initially refused, stating that the manager had said she was alone and would not take calls. After more than 25 minutes of going back and forth, she eventually transferred me to a manager (a coloured lady whose name I unfortunately did not get). The manager assured me she would process a manual order but could only get to it at 15:00. I mentioned that I could not wait that long. She then offered to refund half of the order amount so I could source the essential items elsewhere and said that Mpho would send me an email confirmation. As of 17:33, I had received no communication from either of them.

At 15:13, an Uber driver arrived attempting to deliver the order. He refused to return the items to Pick n Pay. I immediately contacted the store and spoke to Francois, who told me the order had been mixed up and that he would liaise with Pick n Pay ASAP to retrieve the order from the driver. When I followed up at 16:32, he said he was still waiting for feedback. This level of service is simply unacceptable.

Considering Pick n Pay is an FNB partner, I am extremely disappointed. This is not the first time Pick n Pay ASAP deliveries have been late or poorly handled. Checkers Sixty60 offers far more reliable service, and I would strongly recommend that FNB reassess its partnership. Customers should not be subjected to such poor service due to inadequate due diligence on partner performance.

I request an urgent resolution, a full refund, and confirmation that appropriate actions will be taken to address the service failures highlighted above