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MvdW
Marinda van der Westhuizen

1 reviews | Active since Mar 2019

18 Jan 2022, 09:31

Not so ASAP when they owe you money...

Don't get me wrong, I love online shopping, but when things go wrong, you want to be sure the company has your back too. Not the case with ASAP app. Firstly, to try to get to their helpdesk via the phone is near impossible. PNP Customer Service makes you wait on the line for a agent, and then once you have started to talk and they realise it is for the ASAP app, they ask you to hold again and wait for the right help desk - no option to pick ASAP related queries when you phone. Number two. If they stuff up your order (or delivery time), they may cancel it on their system, but the shop where the goods are packed, and the poor driver that would have delivered the goods is not informed, so the processes are not in place to deal with issues - and then the poor driver lets you know that he is on his way for your delivery... Next is the promise that refunds will take place between 1 and 3 business days. That is also not true, I'm still waiting and on day 7 (business days) at the moment. So the reason for my bad review is really to get ASAP to pull up their socks. Bad service and processes that do not work should be fixed if you are in the business of customer service... I will think twice before using this service in the future.

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Replies (1)
MvdW
Marinda van der Westhuizen's update05 Feb 2022, 16:28
Reviewer Update
Thank you for your private response. I have now been waiting a month for my refund, and your ASAP (not so ASAP) people have still not been able to resolve my issue. This is really bad business etiquette to take someone's money and not give it back when it is due back. What should I do to get this resolved - people contact me, and then I hear nothing from them, no feedback, and if there is feedback, it is just more empty promises that has absolutely no outcome. The department responsible for paying the refund obviously does not know what they are doing, else I would have had my money back already. This has been such an appalling experience, I would advise anyone thinking of using this service to rather go with Checkers' service, or go to the shop themselves. (or to use PNP online service and get their stuff delivered the next day instead)
I have wasted so much of my calling funds on trying to resolved this issue, my refund should be bigger - why should I be paying for the incompetence of a business???
Very disappointing!