1 reviews | Active since Aug 2013
Online service sucks
Your online service is very poor. I placed an online order on 12 November and received communication that the order had been processed for delivery on Monday 18 November. On Sunday 17 November I receive a sms stating that the payment has failed and that I had to respond to the problem before 07H00 on 18 November to avoid the order been cancelled. I wrote an email and telephoned the ***call centre at 07H00 (as that is what the voice recording states as the office hours. Only to find out the office hours are indeed from 08H00 and by then you had cancelled the order. There is R95,000 in the account from which I attempted to make the payment, so I do not know why the payment failed. My problem is that no one informed me of the problem during office hours from 12 November to advise that there was a problem. You inform me of a problem at a time that you are closed and you cannot be contacted!!!!!!
Thank you for choosing Pick n Pay & your recent online order. Please accept our apologies for the delay in response and any inconveniences caused to you. We were unable to respond to this post due to a technical error on this site. Payments for online orders are only processed when goods are picked and being invoiced for delivery, this is done either day before delivery or on the day of delivery depending on the delivery time slot chosen.
Banking details provided when checking out your order is stored with PayU and is not accessible to our online store until your order is being processed, therefore the online store would not have been able to alert you before processing your order.
Automated responses goes out to customers as soon as there is a payment problem. Your order was being processed at 5am in the morning to be ready for dispatch when the online store opens for delivery.
The system gives you a time frame in which you can rectify your banking details online and check out your order again without having to replace the entire order, unfortunately if this time frame has lapsed the order is automatically cancelled and you would have to replace the order with a new delivery slot.
Kindly take note that rectifying the order has to be done online on your profile and not via the call centre.
Please accept our apologies once again for any inconveniences caused to you.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels. Kind regards,
The Pick n Pay Team
Thank you for choosing Pick n Pay & your recent online order. Please accept our apologies for the delay in response and any inconveniences caused to you. We were unable to respond to this post due to a technical error on this site. Payments for online orders are only processed when goods are picked and being invoiced for delivery, this is done either day before delivery or on the day of delivery depending on the delivery time slot chosen.
Banking details provided when checking out your order is stored with PayU and is not accessible to our online store until your order is being processed, therefore the online store would not have been able to alert you before processing your order.
Automated responses goes out to customers as soon as there is a payment problem. Your order was being processed at 5am in the morning to be ready for dispatch when the online store opens for delivery.
The system gives you a time frame in which you can rectify your banking details online and check out your order again without having to replace the entire order, unfortunately if this time frame has lapsed the order is automatically cancelled and you would have to replace the order with a new delivery slot.
Kindly take note that rectifying the order has to be done online on your profile and not via the call centre.
Please accept our apologies once again for any inconveniences caused to you.
We value you as a Pick n Pay customer and are committed to improve continually on our service levels. Kind regards,
The Pick n Pay Team