Online Shopping Debacle

So where do I begin! I have used PnP online shopping previously but have not been happy with previous experiences. However I received notifications that the PnP online shopping had been revamped and I even got sent a voucher for free delivery. I spent two and a half hours on Friday selecting an order (why it had to take so long I do not know because I order from Woolies every month and have no trouble getting my order completed). The content of the cart was lost and I had to start again and trailing through all the specials took the better part of the afternoon as they are duplicated and lumped together in no particular logical order (well that I can make out anyway).

Eventually I get my order done and proceed to check out. I try to redeem my voucher however it was clearly just a marketing hoax as I could not manage to redeem it. No errors just not app****. Anyway lets continue I need my groceries. I book a slot for 11-12 on Saturday morning so that I will be home because my Woolies order is also arriving in the same time. I make it in the middle of this time slot because I know PnP are always late. I receive an order successful mail and I wait. At 11h43 on Saturday I received a mail to say my order would be late. I contact the call centre. A very nice chap helped me only to explain that there was something wrong with the payment (I think I used the wrong CVV number). I asked him if I could make payment and get the order delivered. No he says that is impossible. I have to redo my entire order. Really that sounds so efficient!

Anyway I add to cart and make some amendments and then select a new slot for Monday 18h00-19h00. Not too happy but what can I do. Why I got confirmation of the order is the payment had not gone through and why I got a "late delivery" notice (did you mean never actually) I do not know because no where was it indicated that I was not actually going to receive this order.

Proceed to Monday. I wait patiently for my order and by just before 19h00 I realise there will be no delivery (just a hunch). I try the call centre only to start describing my issue and I get cut off. Try again and of course the call centre has closed for the day. Great. I check on line and it says the status of my order is "Delivered" . PnP and I have a seriously misalignment when it comes to our definition of Delivery. I log a complaint on your website. Still waiting for someone to call me back.

It is now Tuesday morning and I start calling the call centre at 8h30 to find out if I will ever get my groceries because now I have kids at home on holiday and no bread in the house for them. I get through to Gail who tells me that there was technical difficulties blah blah blah and that she will find out and get someone to call me back.

It is now 10h30. I call back to find out what is happening as no one is calling me. I am told the order will be there and I will definitely get my order this morning. OK, it is getting late now. No emails and no phone calls (except from me). I ask to speak to a manager and I am told that Yogendran will call me back.

11h30. I call back again asking to speak to Yogendran. He is on lunch. 11h30 in the morning and having lunch fancy that. Rather just say he really has no interest in speaking to customers. They promise a manager will call me back.

11h46. Harold ? a manager calls me back. Not to apologise or find out what is happening, instead he asks me if I will go on a conference call with Millicent from the HUB where hopefully my stuff is. Poor Millicent has to explain and promise and back track while the manager keeps totally quiet. In her defence Millicent is the only person who actually tried to help me this morning and she even gave me her cell phone number despite been given a hospital pass from management.

13h20. I call Millicent to say the driver has not arrived yet. I get the drivers number (Pula).

13h25 I call Pula and he has just arrived at my house.

So what am I upset about:

1. Lack of accountability from PnP management 2. Poor service (late delivery) 3. Website is impractical 4. Lack of communication even after an issue has been escalated. 5. Unable to redeem my voucher for free delivery

I would dearly like someone who cares (hopefully there is someone like this) and can make amends to give me a ring. I use the Woolworths online service a few times a month and have not once ever had to call their call centre. Perhaps you can investigate how they manage to get it so right. Every time I have used this "service" there has been a problem and I have had to babysit my own order. As delivery is not free nor cheap I fail to understand why it cannot be improved. Perhaps listen to the recorded calls to hear how your customers are spoken to.

Yours sincerely

A VERY unhappy customer that will no longer be using online or anything from PnP.