Incomplete Delivery and Lack of Feedback

Dear Pick n Pay Online Team,

I am using this platform to express my frustration and disappointment regarding an unresolved issue with my recent online order. I feel compelled to use this platform due to the lack of resolution through your usual customer service channels.

For reference: Order Number: ***6 Invoice Date: 22 October 2024

Despite nine phone calls to your call center and a 12-email thread that began on 22 October, I am still awaiting a resolution. Every interaction with your team has involved vague assurances that the matter would be "escalated" and promises that someone would "get back to me," none of which have materialized.

To recap the issue: I ordered the following items:

2 x Glenfiddich 15-Year-Old Single Malt 2 x Glenfiddich 12-Year-Old Single Malt

However, what was delivered to me was:

1 x Glenfiddich 15-Year-Old Single Malt 2 x Glenfiddich 12-Year-Old Single Malt

This left one bottle of Glenfiddich 15-Year-Old Single Malt missing from the delivery.

On 22 October, I spoke to your call center agent, Nonkululeko Tshawe, who requested that I send a photograph of the received items to validate the discrepancy. I promptly comp**** and provided the necessary photographic evidence the same day.

Despite being billed for all four items, I have yet to be reimbursed for the missing item or provided with any meaningful update regarding this matter.

On 19th Nov 2024, I received reassurances from Ailo Mabulu that the matter will be escalated. On 20th Nov, she emailed informing me that "Store rep**** to my escalation and they advised that they will come and collect the incorrect items".

It remains a mystery to me as to what Pick n Pay wants to collect given the issue is not delivering on an item that I have been billed for. I alerted Ailo Mabulu and am yet to hear from her again and I doubt this situation will change.

The lack of insight and accountability is highly disappointing, especially from a brand that prides itself on customer service.