nightmare services with online order at pick n pay

Dear Pick n Pay Customer Service,

I am writing to formally express my dissatisfaction with the delivery service I received for my recent online order. On [insert date], I placed an order for delivery, and while I provided clear instructions in the delivery notes (including my full address and the location of our branch), I encountered significant issues with the delivery process.

Upon receiving a call from the delivery driver, I missed the call. When I returned her call, she was rude, unprofessional, and showed no empathy. She abruptly dropped the call while I was still speaking, and during our conversation, she informed me that she did not know the location of Isipingo, despite my providing clear directions. She claimed to be at the "robot," and continued speaking over me, refusing to listen.

Most frustratingly, the driver insisted that she would not deliver the order and was returning it instead. This was incredibly disappointing, as the food was intended for a New Year’s braai for my children and family.

The lack of professionalism, the driver's poor communication, and the overall disregard for my order have left me extremely frustrated and upset. I understand that mistakes can happen, but I believe that this situation could have been handled with much more care and respect for the customer.

I would like to request a full explanation of what went wrong with this delivery, and what steps Pick n Pay will take to ensure this type of situation does not happen again. I also request a refund or compensation for the inconvenience and distress caused by the driver’s unacceptable behavior.

Thanks to the lady at the call Centre for assisting and giving goodwill gesture

I look forward to your prompt response and resolution of this matter.

Sincerely, Nomfundo Hlophe [***] [*** order number [Delivery Address-absa branch in the new centre Phila Ndwandwe Road Isipingo 4110