Failed delivery of service

Item: Pick n Pay
Rating: 1
Author: Nicky U

I’m very disappointed in Pick n Pay. I ordered my groceries online to be collected today. Upon my arrival I was informed that all online orders, click and collect & delivery was cancelled 7 days ago. This was NOT communicated with customers. In fact; my payment of almost R3000 went off my account this morning. Since this was my first time ordering online I phoned their customer service this morning to confirm & was told to please collect at the time slot I selected for today. In the store I was told that 6 other people have also been turned away. I understand that this is a crisis situation, however, I have a compromised immune system and therefore opted for the click and collect option so that I don’t have to roam the isles. I have now gone out unnecessarily... I am utterly disgusted. Pick n Pay

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Replies (1)

Pick n Pay's replyOfficial

30 Mar 2020, 06:44

Hi Nicky,

Thanks for taking the time to write to us regarding your experience.

Please accept our sincere apologies for the inconveniences caused to you via our Online Shopping Department.

Due to an unforeseen temporary supply disruption, your Click n Collect order will not be ready for collection on your booked slot.

Please note, these orders will not be cancelled, but will remain in the system until more stock is received. Should you wish the order cancelled please let us know.

This means the following:

- The slot selected may not be applicable anymore and the store will process the orders as and when stock becomes available.

- We will still place a hold or reserve on the funds – so you will see an amount on hold for the order even though we may not process and pick it for the original booked collection slot.

- We will advise you once picked, to collect the order when it is ready.

- At this stage, no future collection slots will be available and have been suspended until further notice.

We can suggest placing an order for delivery via our website or contact your nearest PnP Supermarket to order via the Collect Direct service - https://www.pnp.co.za/pnpstorefront/pnp/en/collect-direct

We sincerely apologise one again for this and thank you for your patience and understanding.

Kind regards,
The Pick n Pay Team

Pick n Pay's reply30 Mar 2020, 06:44

Official