Marked as Completed, Sent to Wrong Address – Financial Impact

Subject: 12 February 2026 Delivery Marked as Completed, Sent to Wrong Address – Financial Impact

I am formally raising a serious complaint regarding a delivery failure that has now resulted in operational disruption and financial loss. On 12 February 2026, I placed a Pick n Pay Delivery order to my cooking assistant’s address. The address was copied and pasted directly into the app — there was no error. This order was time-sensitive and directly linked to scheduled business meal preparation. By 16:00 on 12 February, the order had not arrived, yet the app reflected it as “delivered.” After investigating ourselves, we discovered: • The parcel was delivered to the wrong address (house number 9 instead of number 6 in the same street). • The driver did not contact the number listed on the app. • The parcel was then moved elsewhere within town to an unknown address without our consent or confirmation. On 13 February 2026, I spoke to two separate representatives in an attempt to resolve the matter. Each time, I was redirected and required to repeat the full explanation due to the absence of proper case tracking or handover. Due to this failure, I had to arrange a second delivery on 13 February to attempt to continue operations. Despite these efforts, the disruption caused by this delivery failure resulted in loss of business. I was informed that the matter would only be rectified next week. That response is unacceptable. We re**** on Pick n Pay Delivery to support our business operations. Instead, an avoidable operational error caused schedule disruption, unnecessary stress, and financial impact. Customers are expected to pay immediately for service. Yet when the company makes a delivery error, the resolution is delayed without urgency. I require: • Immediate confirmation of the parcel’s location. • Urgent resolution — not next week. • A clear explanation of your delivery verification process. • Confirmation of corrective measures to prevent recurrence. • Acknowledgement of the financial loss caused. This situation has been disruptive, costly, and unprofessional.