Non-Delivery of Online Order and Unacceptable Refund Delay

I am writing to formally complain about a very poor experience with the Pick n Pay online delivery service involving an order placed by my elderly parents.

The order was placed with the expectation that it would be delivered as scheduled, as my parents rely on online shopping for their groceries. Unfortunately, the order was never delivered, as the driver cancelled the order while it was already marked as “in transit” on 31 December. No clear or adequate explanation was provided at the time, and my parents were left without essential groceries.

What has made this situation even more frustrating is the extremely slow refund process. Despite multiple follow-ups through your customer service channels, we were met with vague responses and no clear timelines. This resulted in unnecessary stress and the strong impression that we were being given the run-around rather than receiving meaningful assistance.

For a service designed to offer convenience—particularly to elderly customers—this experience has been deeply disappointing and unacceptable. The lack of communication, accountability and urgency reflects poorly on your online service.

I regularly make use of alternative retailers and had considered Pick n Pay as an option before. Based on this experience, however, I have lost confidence in your online service and will not be making use of it going forward.

This that you will resolve this urgently