Don't Advertise if you don't intend to HONOUR your CONFIRMED orders : Order Number: #***

I’m extremely disappointed with my recent experience shopping online with Pick n Pay Home. I placed an order for a sale item that was advertised at a great price, received confirmation e-mail from PnP - saying "Yay! Your order is confirmed" and listing the order details, and scheduled collection.

However, despite multiple successful payment attempts (confirmed by my bank), the order was inexplicably cancelled due to "failed payment."

Here’s what happened:

I placed the order and received confirmation with a scheduled pick-up. The initial R0 transaction via PayU was successful. (As per the PnP website indicating a R1 payment).

The next day, I received an e-mail saying payment failed and I should use alterative bank card. I retried twice more—each time the bank confirmed success - but the amount paid / requested by PnP was R0.

1 Hour before scheduled pick-up, I contacted customer care and spent over 30 minutes on the phone at additional cost to myself. I was asked to retry payment again, which I did, with the same result. The agent then promised to escalate the issue, but shortly after, the order was cancelled without any resolution.

Because of this, I missed out on discounted offers from other stores and wasted time and effort trying to resolve an issue that was clearly on Pick n Pay’s side. Why advertise and CONFIRM orders if you don’t intend to honour them?

I hope Pick n Pay takes this feedback seriously and responds with a resolution. This experience has left me questioning the reliability of your online service.