Failed delivery

*** Formal Complaint Regarding Failed Delivery and Poor Customer Service on the pick n pay app pick up at Donsonville mall

I am writing to formally complain about the unacceptable service I received regarding a recent delivery order placed through the Pick n Pay app. I placed an order using the correct delivery address as captured on the app. My home is only approximately 10 minutes away from the store. However, the driver went to a completely wrong location, reportedly around 60 kilometers away from my actual address, leaving my location behind. When the driver eventually contacted me, he informed me that he could not find the place. I attempted to assist him by giving clear directions to my house, but he was rude and unwilling to listen. Before I could even resolve the matter with him, he cancelled my order without my permission or agreement. I only discovered this through a cancellation message. I immediately contacted Pick n Pay customer support, hoping for assistance. Unfortunately, the agent was not helpful and instead defended the driver by saying he was too far away. I explained that it would make no sense for me to order food from a store far away from my location, especially when the store is close to my home. The problem was clearly caused by the driver going to the wrong address. This situation has caused serious inconvenience to me and my family. The money used for this order was my last available money intended to buy food for myself, my mother, and my children. Now I am being told that I must wait several days for the refund to reflect in my bank account, leaving us without food in the meantime. What makes this even more frustrating is that this is not the first time I have experienced delivery problems with Pick n Pay drivers. Many of them struggle to navigate correctly, fail to reach customers’ actual locations, and some behave rudely toward customers. In this particular incident, the driver ended the call by saying he would “make a plan,” only for his “plan” to be cancelling my order entirely. I have been a loyal Pick n Pay customer for many years and started using your delivery services because of the convenience they promised. Instead, I have been left disappointed, inconvenienced, and financially stressed because of poor service and lack of accountability. I request the following: A full investigation into this incident and the conduct of the driver involved. Immediate assistance regarding my refund due to the urgency of my situation. Proper training and accountability for delivery drivers and customer support staff. Compensation or a goodwill voucher for the inconvenience and distress caused. I hope this complaint will be taken seriously and that Pick n Pay will improve its delivery and customer service systems to prevent other customers from experiencing similar treatment.