Disgusting service

What a jaw opening experience and definitely not in a good way!

I placed an order using the ASAP online App from Pick n Pay just before 3:30 yesterday afternoon. I kept checking the App and "tracking" the driver but there was no movement even though the App confirmed that my order had been collected and driver was on his way.

By 4:30pm I decided to call in and find out what was taking so long because the number on the App for the driver was off! I was assisted by a lady who said she could see that the driver was on his way and should be with me shortly, that he probably had other stops before mine. Now I the Pick n Pay is not even a 5 minute drive from where I stay, but I let it go. I am stressed because this has happened before, and my food was never delivered on the day of request and it was only delivered the next morning, so I didn't want a repeat of events!

5:30pm I call again for the second time, I explain my situation again and the agent advices that he will try to call the driver on his end then escalate to the company that works with the drivers if he doesn't answer. Driver didn't answer and he escalated. I ran out of airtime as the agent was explaining what would take place from here onwards. I called in again for the third time straight after that, explained myself again to a new agent on the line and man oh man she was the worse. Literally trying to get me off the call instead of giving me a way forward. Had to repeat myself because she is not listening to understand but to respond, telling me she will call the driver after I told her that I and the previous agent did that already. Advising that there is nothing else she can do as she does see the driver is on his way. Hey, hi excuse me?? Did you not hear the part that my order was placed before 3:30?? It's 5:45pm now and you telling me I must wait as driver is still on his way??? Chane' out of the three agents I spoke to needs further training when it comes to such issues because clearly she lacks it! She was calm, kept apologizing but DID NOTHING TO HELP!!!!

Luckly the second agent that I had spoken to earlier before my airtime cut called me back. Thabiso advised that he was able to get hold of the store and my parcel was definitely still with them. He told me that he was advised that the driver had an issue with his phone of his way to deliver and returned my order to the store. I decided to go and collect my order at the store because I couldn't trust that they would be capable of sending another driver or out if they hadn't been able to do so for the past two hours! After two hours of waiting for my order and three calls to your call center I still ended up having to go and collect my order! What is the purpose of this App if that's the case??? Where is the convenience in shopping online???

I get to the store and there was a security guard standing where the ASAP section is at the shop. She immediately started telling me that the driver left with parcel but returned because they couldn't get hold of me. Firstly, all I asked for was for someone to help me with the parcel that I came to collect. Secondly, that is no way to speak to any customer if you don't have facts! I then took out my phone showed her the app that still said "driver on his way" she then said she will get the manager that works for the ASAP side.

After waiting while this security guard runs around the shop looking for the manager and what obviously felt like years for me,this gentleman walks up to me and starts talking before he even reached me. No introduction as to who he was, no apology for the delay, no explanation, just started talking saying absolutely nothing. Eventually he realizes that he has said nothing he then stops and apologizes. He swiftly moves to blaming the people/company that deals with the guys that delivers. I ask him are these guys not providing a service for Pock n Pay and your App?? Because if that's the case I believe that you are all to blame as you are all helping to provide one service. He then start to take out his phone showing me that there is a group on WhatsApp that they use to communicate such matters and thay my order was reported on that group and they were waiting on a new driver. I then asked that it took you guys 2 hours to find a new driver?? My parcel is the only parcel sitting here and none of you decided to follow up in the group or let me know as the customer as to what was happening???

I'm appalled by the service I recieved yesterday. The way that manager handled the situation is absolutely disgusting. I understand things happen unexpectedly but any big company such as your own should have a contingency plan in place, I should have never had to call in three times, I should have never had to go in and collect my order, the manager should have found a better way to resolve this issue. He didn't even bother to take my details to send out a proper apology, he literally just walked me out saying he would walk me to the car and he just left me at the door didn't even look back to see where I was while on his phone and dissapeared. I couldn't even get a refund on my order because it takes 5-7 working days to.be processed according to Chane'. What if I didn't have means to go to the store? What if that was the last money I had in my account for the food I had bought??? Disgusted is an understatement.

Thank you to Thabiso who went the extra mile for me, even though our call cut he still continued to do his investigations and came back with information and a way forward. He definitely needs to find himself a better company or department to work for because his peers are truly giving his department a bad name and he doesn't deserve that kind of setback. He put the customer first and put me an ease. Regardless of the outcomes, he is the only person out of all four people that played apart in this that actually did what was expected of him to ensure order number *** made it home on the same day. Thank you Thabiso!