1 reviews | Active since Jan 2012
Excessive Delivery Delay and Failure to Cancel Order
I wish to formally express my dissatisfaction regarding the handling of my order and the unacceptable level of service received.
I waited 3.5 hours for the delivery of my order. During this period, I made several attempts to contact your customer service team and explicitly requested that the order be cancelled due to the excessive delay. Despite these requests, no effective action was taken to cancel the delivery.
As a direct result of the prolonged delay, I was forced to leave my premises and purchase the required items myself from a store. Upon my return, approximately 3.5 hours after the order was originally placed, I found the delivery driver at my premises with the order that I had already requested to be cancelled.
When I contacted your team again to request a refund, I was informed that the order could not be cancelled because the driver had already arrived. This response is unacceptable, particularly given that cancellation was requested multiple times prior to delivery.
To add to my concern, I subsequently received an email indicating that deliveries may take between 2 and 5 working days as part of your turnaround time. Such a statement is inconsistent with the nature of the service advertised and is entirely unreasonable in the circumstances.
Given that I made every reasonable effort to cancel the order before delivery and incurred additional expense in having to source the items elsewhere due to your failure to deliver within a reasonable timeframe, I hold that I should not be liable for the cost of this order. The delay and failure to process the cancellation request constitute a clear failure in service delivery.
I therefore request that the order be refunded in full and that this matter be escalated for urgent review. Should this matter not be resolved satisfactorily, I reserve all rights available to me under applicable consumer protection legislation.
This level of service is wholly unacceptable and requires immediate attention.
I was initially advised in writing that a refund would be issued. After spending the past week continuously following up and receiving little to no response, I have now been informed by the same individual that there will be no refund.
This conduct demonstrates a complete lack of professionalism and accountability. Providing one outcome in writing and then arbitrarily changing that position after prolonged silence is unacceptable and has left me with serious concerns regarding the way this matter has been handled.
I EXPECT A FULL REFUND IMMEDIATELY!
--31 August 2026 Reply:
Good day Akesh,
Thank you for contacting Pick n Pay Customer Service Support.
Please accept our sincere apologies for the delay and inconvenience experienced with your order. We understand your frustration, particularly as you requested its cancellation before delivery and were required to purchase the items elsewhere.
Unfortunately, by the time your cancellation request was processed, the order had already been assigned to and dispatched with the driver. Consequently, we were unable to cancel the order before delivery.
To resolve this matter, we will arrange for the order to be collected. Following completion of the collection, the order will be cancelled and a full refund will be processed. Please allow 3 to 5 business days for the refund to reflect in your account.
Please expect to receive a call from the store to arrange for a driver to come pick up the order so that we can process a refund.
We sincerely regret the inconvenience caused and appreciate your patience and understanding.
Best regards,
Wade
PnP ASAP! Customer Support
---07 September 2026
Dear Akesh,
Thank you for responding to our email.
We understand your concerns regarding the delivery delay and your request to cancel the order. Unfortunately, as the order was ultimately delivered to and accepted at the delivery address, we are unable to process a refund at this stage.
We acknowledge that the service provided did not meet the standards we strive to maintain, and we sincerely regret any inconvenience caused. Your feedback has been documented and will be escalated for review to help prevent similar situations in the future.
Once again, please accept our apologies for your experience, and thank you for bringing this matter to our attention.
Best regards,
Wade
PnP ASAP! Customer Support
I was initially advised in writing that a refund would be issued. After spending the past week continuously following up and receiving little to no response, I have now been informed by the same individual that there will be no refund.
This conduct demonstrates a complete lack of professionalism and accountability. Providing one outcome in writing and then arbitrarily changing that position after prolonged silence is unacceptable and has left me with serious concerns regarding the way this matter has been handled.
I EXPECT A FULL REFUND IMMEDIATELY!
--31 August 2026 Reply:
Good day Akesh,
Thank you for contacting Pick n Pay Customer Service Support.
Please accept our sincere apologies for the delay and inconvenience experienced with your order. We understand your frustration, particularly as you requested its cancellation before delivery and were required to purchase the items elsewhere.
Unfortunately, by the time your cancellation request was processed, the order had already been assigned to and dispatched with the driver. Consequently, we were unable to cancel the order before delivery.
To resolve this matter, we will arrange for the order to be collected. Following completion of the collection, the order will be cancelled and a full refund will be processed. Please allow 3 to 5 business days for the refund to reflect in your account.
Please expect to receive a call from the store to arrange for a driver to come pick up the order so that we can process a refund.
We sincerely regret the inconvenience caused and appreciate your patience and understanding.
Best regards,
Wade
PnP ASAP! Customer Support
---07 September 2026
Dear Akesh,
Thank you for responding to our email.
We understand your concerns regarding the delivery delay and your request to cancel the order. Unfortunately, as the order was ultimately delivered to and accepted at the delivery address, we are unable to process a refund at this stage.
We acknowledge that the service provided did not meet the standards we strive to maintain, and we sincerely regret any inconvenience caused. Your feedback has been documented and will be escalated for review to help prevent similar situations in the future.
Once again, please accept our apologies for your experience, and thank you for bringing this matter to our attention.
Best regards,
Wade
PnP ASAP! Customer Support