No Delivery ON online order
<p>I placed an order on 2 July 2017 for groceries to be delivered today 4 July 2017 between 18:00-19:00. The amount was deducted from my account today 4 July 2017 at 17:07. I have waited now from 18:00 and it is currently 20:20. Did not receive any notification, phone call or message saying my delivery will be delayed or not delivered at all. I even phoned the call centre just after 19:00 only to find out they closed at 19:00. Now I have no idee where my order is, when it will be delivered or what is going on. I am not happy as I had to pay a delivery fee and had to sit and wait for an order which never arrived. Previously using this service at the same location I had no issues. My order number is ********** 746. Any feedback would be appreciated. </p>
Good day Monique,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the poor online service received. We have escalated your complaint to our online team for assistance.
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,
Vanitha Venketas
Good day Monique,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the poor online service received. We have escalated your complaint to our online team for assistance.
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,
Vanitha Venketas
Good Day Vanitha,
Just an update, yesterday morning, 5 July 2017, I had to call the Call Centre again to find out what was going on and they said that they had warehouse delays, which is undrestandable if they only let the customers know.
They promised me that my order would be delivered yesterday, 5 July 2017, any time agter 17:00. Again I waited and waited and waited, at 18:30 I decided to phone the call centre to find out when my order was coming. The lady advised me that she will give me a call back as she will quickly follow up with the warehouse and drivers. I got a call back and was told that she couldn't get a hold of either.
Again I waited until 20:00 and also told her that if my order did not arrive I want a refund.
To no suprise the order never arrived.
I phoned the Call Centre again just now 6 July 2017 and explained all my concerns.
This is just ridiculous, I am not sitting another night waiting for food that I ordered on 3 July 2017 to be delivered. If i knew this was gonna happen I would have rather just went into the shop and bought it.
I was told that a lady named Tazz will give me a call back to assist with my refind.
Kind Regards
Good Day Vanitha,
Just an update, yesterday morning, 5 July 2017, I had to call the Call Centre again to find out what was going on and they said that they had warehouse delays, which is undrestandable if they only let the customers know.
They promised me that my order would be delivered yesterday, 5 July 2017, any time agter 17:00. Again I waited and waited and waited, at 18:30 I decided to phone the call centre to find out when my order was coming. The lady advised me that she will give me a call back as she will quickly follow up with the warehouse and drivers. I got a call back and was told that she couldn't get a hold of either.
Again I waited until 20:00 and also told her that if my order did not arrive I want a refund.
To no suprise the order never arrived.
I phoned the Call Centre again just now 6 July 2017 and explained all my concerns.
This is just ridiculous, I am not sitting another night waiting for food that I ordered on 3 July 2017 to be delivered. If i knew this was gonna happen I would have rather just went into the shop and bought it.
I was told that a lady named Tazz will give me a call back to assist with my refind.
Kind Regards
Yesterday I actually received fantastic service from Tess after phoning again. A manager (Jonas) actually brought my groceries which was so nice and a apology gift, only thing is one of the things on the list that I paid for actually wasn't delivered and the one thing I wanted was not in stock. Perhaps Pick n Pay, should have an optional service, if something you want is not in stock perhaps suggesting someting else?
Jonas assured me that he would bring the rest of my groceries after 17:00, again I waited until 18:30 when I received a phone call stating he could not find stock. I just asked for a refund on the rest of the stuff.
I would like to give props to Jonas and Tess for the exceptional service but I will never order online on Pick n Pay again.
What a ****** nightmare this week with Pick n Pay was.
Yesterday I actually received fantastic service from Tess after phoning again. A manager (Jonas) actually brought my groceries which was so nice and a apology gift, only thing is one of the things on the list that I paid for actually wasn't delivered and the one thing I wanted was not in stock. Perhaps Pick n Pay, should have an optional service, if something you want is not in stock perhaps suggesting someting else?
Jonas assured me that he would bring the rest of my groceries after 17:00, again I waited until 18:30 when I received a phone call stating he could not find stock. I just asked for a refund on the rest of the stuff.
I would like to give props to Jonas and Tess for the exceptional service but I will never order online on Pick n Pay again.
What a ****** nightmare this week with Pick n Pay was.