How stupid

Pick n' Pay Gonubie are pathetic!!!!

Yesterday my wife placed an online order with them at 13h00 for things we needed for a dinner party last night............They never arrived and we could not get hold of anyone to find out why!!!!

The app said they would deliver at 10am today. Then it was 12pm. then it was 2pm.......Until it got to 4pm and no delivery. The app then said the order would come through tomorrow.

We phoned the store twice and were told each time that they would call us back in 30 mins. No call back. Also we had to call repeatedly for anyone to answer. This time I asked to speak to the store manager. I was put on hold for ages. I called back and was told the person had gone home already. They said they would put me through to the second-in-charge. Another long wait only to be told that person was busy.

Another person answered the phone and called up my order. on their system. It had been cancelled. Why? No one knew. They claimed it was done by ASAP people. I got so tired of all the excuses and expressed myself in pretty harsh terms. The person I spoke to give me the number of the franchise owner. When I called him, he said I must place the order again and let him know so he could put it at the front of the queue. We did so but when my wife tried to check out the app said they don't deliver to our area yet!!!! However, we have ordered many times, and they delivered. In fact, we had an order delivered a day prior. So, I called the gentleman back. He asked where we lived. When I told him he said they have blocked deliveries to our area because of the state of the road!!!! I pointed out that we received a delivery the day before. His answer was somewhat vague however to cover his tracks he unblocked our area and told us to place the order again. My wife did so but most of the things were sold out!!!!!!! When I told him that he effectively said there was nothing he could do and that we must just cash out the money credited to our account!!!!! No compassion or an attitude to make things right urgently. No "OK sir I will try source them from another branch and get them to you as soon as possible". Just a limp-wristed "Oh well! I tried my best".

I also need to point out that at the same time I tried a number of times to call the customer care number. After it was answered automatically I was given the choice of numbers to press. 3 for an agent but each time a pressed it, it did not register. I then called the direct line to their head office. The person answering listened to my issue and said, "please hold". a second later I was back at customer care with the same unresponsiveness.

Another thing is when I asked the franchise owner why we were not informed about the cancelled order and why it was cancelled he dismissively rep**** that customer care should have done so!!!!

It is totally unacceptable how detached and coldly indifferent we were treated. Something serious needs to be done about how Pick 'n Pay treat their customers. Or perhaps because they are this massive juggernaut of a corporation, they feel invincible and don't need to really care?