TN
Thobeka N
1 reviews | Active since Jan 2019
04 Feb 2019, 14:40
Never trust Pick n Pay Online
I ordered a fridge from Pick n Pay online and the order was confirmed I was given an order number as well as confirmation of delivery date and time they even "reserved" money from account but on the day of delivery I had to call them to follow up on the delivery, they kept saying they will follow up and call me but no one called me I had to keep calling only to find that they don't have stock of the fridge, they told me that my money will be back in my account on Monday the 28/01/2019,, to date I haven't received my money I keep calling them but no one seems to know whats happening, I an out of pocket now and i keep begging these people for my money, my next step now is the ombudsman i have exhausted all my options
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Pick n Pay's replyOfficial
05 Feb 2019, 10:23Good day Thobeka Ndlovu,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. Please advise your bank to release the reservation amount
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.
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 appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. Please advise your bank to release the reservation amount
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.
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 appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team
Pick n Pay's reply05 Feb 2019, 10:23
Official
Good day Thobeka Ndlovu,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. Please advise your bank to release the reservation amount
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.
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 appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. Please advise your bank to release the reservation amount
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.
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 appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team