Horrific Service Yet Again

This is formally complain about the recent delivery of my order ***8 which was received on 17 January 2025.

1. Incomplete Order: Upon opening the package, I discovered that the Vuse Epod was not included in the shipment. Although I was credited the cost of the missing item to my PNP ASAP online wallet, I have been unable to successfully process a refund back to my bank account.

2. Package Tampering: The package arrived with clear signs of having been opened prior to delivery. This raises serious concerns about the security of the delivery process and the potential for theft or damage to other orders.

3. Unsatisfactory Customer Service: When I contacted customer service, reference number ***, regarding the opened package, the agent displayed a dismissive attitude, questioning what I expected them to do about it. This response is unacceptable and demonstrates a lack of concern for customer satisfaction and the security of customer orders.

Requested Resolution:

I request the following resolutions:

Full Refund: A full refund for the missing item, processed DIRECTLY to my bank account

Compensation: Appropriate compensation for the compromised security of my order.

Investigation: An investigation into the circumstances surrounding the opened package and measures to prevent future occurrences.

Improved Customer Service: Training for customer service representatives on proper handling of customer complaints and demonstrating empathy and professionalism.

I expect a prompt and satisfactory resolution to this matter within 1 business day. If my concerns are not addressed within this timeframe, I will be forced to escalate this issue the Executive Members and to the relevant consumer protection agency and take this matter further.

This is NOT the first time I have had issues with Pick n Pay and the service continues to deteriorate.