1 reviews | Active since Mar 2012
Missing items on Online shopping delivery - with no feedback on queries
I Used Pick and Pay's Online shopping facility for a couple of orders in September 2018. For 2of orders I did not get everything on the order but were still charged for it. Also, one order for the 17th were debited to my account (as n holding amount) which were not released when the "actual" amount were debited to my account on the 19th. 2 weeks and the original holding debit is still on my credit card. Leaving me unable to use the funds in my card. I send mails with descriptions of all missing items on a coupled of occasion but have not even received a reply on any of them - more than 2 weeks afterward. Not happy at all.
Good Day Johan,
Thank you for shopping with Pick n Pay. We apologize for the delayed response.
Please note, you have not been double debited nor any additional funds taken off you card.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
We can send a request to the bank but will require the full card number to do so, so your bank can release the RESERVE. As we do not store the full card number, they cannot assist us without the full card number being presented. Please send us the full card number to *** to assist further.
You can view more details here in our FAQs and our Terms of Use
https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards,
Pick n Pay Team
Good Day Johan,
Thank you for shopping with Pick n Pay. We apologize for the delayed response.
Please note, you have not been double debited nor any additional funds taken off you card.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
We can send a request to the bank but will require the full card number to do so, so your bank can release the RESERVE. As we do not store the full card number, they cannot assist us without the full card number being presented. Please send us the full card number to *** to assist further.
You can view more details here in our FAQs and our Terms of Use
https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels.
Kind Regards,
Pick n Pay Team