Dissatisfied customer of pick and pay

I have emailed support two days ago and have not yet received any response.

I had an issue with one if the items received from the PNP ASAP app, I ordered a tray of dessert buns on the 14th sep for my son to take to his school function in the 15th Sep. When I received the item I noticed that the sell by date was for the 14th, the same day the order was placed.

I then called I customer care and requested that the item be replaced of which the consultant apologized and informed me that she will make contact with the store and confirm if the item can be replaced immediately. I explained to her that I needed it urgently as my son had to take them along to school the next day. The consultant then called me back stating that she had spoken to the store and a replacement will take place on the same day. She was an extremely professional, polite and helpful consultant.

I waited up the entire afternoon/evening for the item to be replaced BUT that did not happen. My son had to go to school without his dessert for the class and you can only imagine the disappointment in my child for having to go to school empty handed, let alone the embarrassment I had to face as a parent.

None the less I assumed that the next day it will be delivered and I could arrange for it to be dropped at school. The entire day yesterday, I had no contact or update from Pick and pay regarding replacing the item .

It is now two days later and I still have the expired dessert buns in my kitchen, rotting away, not forgetting the fact that I have already paid for this item .

A few things:

1. How is it possible for PNP to send out an expired item to a customer?

2. Are there any quality checks, approvals done for products that are sent out, or does PNP use the online delivery service as a method of getting rid of expired items because they feel customers have no choice?

3. Are there any follow ups done with customers that have complained to ensure that these complaints were rectified and to reassure the customer that such things will not reoccur?

I am a regular customer on the PNP ASAP app and I feel extremely disappointed and let down by your standards and services, this is what pushes customers to rather use your competitors like Checkers sixty sixty because apart from their quality on products, their attention to detail and turn around time on issues is one that can be commended.

I dont think as a customer I am overreacting or being unreasonable. Maybe I am asking for too much? Probably hoping for a fresh product to be delivered to me is abit too much?

Apart from having an expired items delivered to me, the customer service and effort to rectify my issue is appalling. It seems like the moment my order is paid for, it's bye bye to me, no one cares about the after sales experience especially with an issue as such. I completely understand that we are all human and these errors are bound to happen but I called in and was promised that the item will be replaced, but two days later I am still with the item and no correspondence from PNP.

Really not on!