FRUSTRATED CUSTOMER

To whom it may concern,

We placed our 1st order on the 22nd of November 2018 (order no. # ********** 045) and it was scheduled to be picked up on the 24th of November 2018 between 10am and 2pm at Woodmead PnP Hyper. We placed our 2nd order on the 23rd of November 2018 (order no. # ********** 738) and it was scheduled to be picked up on the 01st of December 2018 between 10am and 2pm at Woodmead PnP Hyper.

On the 24th of November we went to the store at approximately 11am where we spoke to a guy (temp) and he had asked us to come in later as the truck was stuck in traffic. We agreed and came back to the store at around 3pm. He notified us that a truck load had come through however our order was not part of that load. He mentioned that due to the excessive amount of orders there will be another truck that will be coming through later in the day. He advised that we should rather come back tomorrow and the items will definitely be there.

On the 25th of November we arrived at the store at around 1pm and we spoke to Portia who is an employee of the store and she had said nothing had come through yet. She got hold of someone in dispatch but he wasn’t able to find our order. He took down our details and promised to call us back for our address and let us know when he can deliver the items. He never did.

On the 26th and 27th we called Portia at the store as well as the PnP online call centre to find out what was going on with the order as no one called us back. Whilst on the line with the agent, she was trying to get a hold of PnP Norwood to find out the status of the order since the items was coming from there. They promised the goods will be at the store for us to fetch on 1/12/2018.

On the 1st Dec when we arrived at the store they notified us that both orders were not at the store. We spoke to the store managers Larry and John. They took down our details and they where going to query from their side what was happening with the orders.

We had called the PnP call centre numerous times and the only thing they could say to us is “we’re sorry” and “we understand”, they would take our details and promise to get someone to call and no one returns the call. After receiving no joy from speaking to the agents, we decided to ask for the manager and they referred us to Henry Smith. He tried to assist but they were just not getting it right. As per the email attachment you will see that they had promised to deliver both orders on the 12th of December and only delivered one order (# ********** 738) on the morning of the 13th. Upon relaying this message to Henry, he confirmed that they will deliver the other after 5pm on that day (13th). No one pitched to deliver the items.

We were unable to get hold on Henry the next day as he was off. We tried again on Saturday and still unable to reach him. The agent advised that Tyron Chetty was the other manager in the call centre and he will be able to help. He got them to deliver the items however there was stuff missing. The order comprised of 6x briquettes, 6x chairs and 1x 4 piece luggage set. They delivered the 6x briquettes, 6x chairs and 1 bag (not the other 3 included in the set). We called Tyron again and told him what had happened, they advised to sign for the briquettes and chairs and they will deliver the bags shortly. He called us later in the day saying they don’t have the black colour we choose and that we should take the blue. We told him that when we bought the bags, they had the colour we wanted its not our fault that they took so long to deliver. We also told him that PnP Woodmead had the colour we wanted (black) in stock.

Tyron told us he we see what he can do and call us back. When he called back (15/12/2018), he told us that he as spoken to someone internally and that we must go to PnP Woodmead tomorrow (16/12/2018) and call him when we are there. He will speak to the store manager and we could take the luggage set. When we got to the store, we made our first call to him at 1:45pm ( see attached screenshot of calls made), the agent told us that he was busy on a call, so I left a message for him to call me as soon as he is done as I am at the store. At 2pm, I still haven’t received a call from him, so I decide to call back. Apparently he was now gone out on lunch. I tried again at 2:28pm and 3:24pm and he still did not take the phone. In fact, up till today the guy has not called me back. We live in Midrand and each time we went the store was a 26kms return trip resulting in nothing.

We are absolutely disgusted with the service of the PnP online shopping division and its call centre. To think that PnP is such a huge brand and this is how they treat their customers.