1 reviews | Active since Nov 2018
Extremely disappointed with Pnp Asap
I am extremely disappointed with pnp asap! My mom and I have been loyal customers with pnp for a very, very long time and make purchases on our apps almost daily. About a week ago both our apps stopped working without any notification or communication from pnp. We thought it might be an update to the app that had caused a glitch - I tried uninstalling and reinstalling the app but with no success, We are unable to login or reset our passwords. I wrote to their customer support (which can tend to be very slow at responding), and a few days later eventually I received a response that it might be a technical glitch. After I submitted screenshots of the issues, they responded stating that the issue was that their system flagged my account because of “unusual activity” and therefore an investigation has to be done (my mom received the same response when she emailed them). When I enquired as to what could possibly cause the unusual activity as I buy and immediately pay for my order (and from what I can see from my side, there is no unusual activity as all orders were correct – there was no *****ulent orders placed), I received no information from them. Then I had to enquire as to how long it would take and all that was said is that once the investigation is complete I will be notified. In email customer surveys from pnp, Pnp states that ‘the most important part of our business is you’ but the way this situation has been handled, I beg to differ. Not only were we not notified about the suspended accounts but it has been over a week now without any outcome, no communication from them and our apps still do not work.
A customer service representative contacted us over the weekend and explained that people living at one address cannot all order through their asap apps using the same coupon code (even though it was sent to each persons cellphone number for use with their own asap accounts) as you cannot use the same physical address for delivery due to the same coupon code being used?!!??!! This makes no sense to us especially since the coupon code that gets sent to each of our phones state that it for the first ‘so many’ customers – note it says ‘CUSTOMERS’ it does NOT say ‘per physical address’. We explained to her that it makes no sense to limit coupons to one coupon per physical address and not per smart shopper card holder or per customer. It makes no sense – if I worked not from home, then I would be able to place an order using my coupon code and get my groceries delivered to my work address and my mom could place her order using her coupon code and have it delivered to the house address and then we would still both be able to use the coupons and place orders - but then, according to their ‘not to the same address’ terms, nobody who works at my office place would be able to order from asap using the coupon code as I would already have used that physical address. The customer service lady said she would take our complaint to her manager and in the meantime my app would be reactivated perhaps by Tuesday due to the public holiday. It is now Friday and I have still not been able to use my app. I have uninstalled and reinstalled it but it is still not working. Also, we wrote to asap customer services several times and have received no responses!
A customer service representative contacted us over the weekend and explained that people living at one address cannot all order through their asap apps using the same coupon code (even though it was sent to each persons cellphone number for use with their own asap accounts) as you cannot use the same physical address for delivery due to the same coupon code being used?!!??!! This makes no sense to us especially since the coupon code that gets sent to each of our phones state that it for the first ‘so many’ customers – note it says ‘CUSTOMERS’ it does NOT say ‘per physical address’. We explained to her that it makes no sense to limit coupons to one coupon per physical address and not per smart shopper card holder or per customer. It makes no sense – if I worked not from home, then I would be able to place an order using my coupon code and get my groceries delivered to my work address and my mom could place her order using her coupon code and have it delivered to the house address and then we would still both be able to use the coupons and place orders - but then, according to their ‘not to the same address’ terms, nobody who works at my office place would be able to order from asap using the coupon code as I would already have used that physical address. The customer service lady said she would take our complaint to her manager and in the meantime my app would be reactivated perhaps by Tuesday due to the public holiday. It is now Friday and I have still not been able to use my app. I have uninstalled and reinstalled it but it is still not working. Also, we wrote to asap customer services several times and have received no responses!