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1 reviews | Active since Apr 2016

27 Feb 2018, 11:08

ONLINE SHOPPING GONE WRONG!

Online shopping - the order was placed on 20/2/2018 for delivery on 26/2/2018. On 26th I received an email to say that delivery could not take place and please call a call centre number. Called, number rang, messages came up but no reply. I eventually emailed to say that I had held on but no reply and please could someone call me back. Nothing happened. On 27th I called again to rearrange for the delivery for which payment had already gone through over the weekend. Then I had to do an DNA test to verify that I was who I said I was. I said to cancel the order. I emailed to say cancel the order. Now, the refund will need to be done. From Pick and Pay's side.... SILENCE!

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Replies (3)
's update27 Feb 2018, 12:39
Reviewer Update
Well, no phone call, no alternative date, no email - but, the goods just walked in the door. Thank you for that but I am still not impressed with your Customer care centre.
Pick n Pay
Pick n Pay's reply27 Feb 2018, 13:36
Official

Good day Maria,

Thank you for choosing Pick n Pay and your recent online order.

Please accept our sincere apologies for the poor online service experience.

We have been advised by the online fulfilment store that they were experiencing technical difficulties yesterday therefore they were not able to invoice orders on time.

We do sincerely apologies once again for the inconveniences caused to you and thank you for your patience and understanding.

The email sent to the online team had gone in to a queuing system therefore you did not get an immediate response and the order was not cancelled as requested.

We value you as a Pick n Pay customer and welcome your feedback to improve our services.

Kind regards

Vanitha Venketas

's update27 Feb 2018, 14:08
Reviewer Update
Well thanks for responding to this site - I have since yesterday still not heard back from the online team. The system is sincerely lacking and the lady I spoke to at customer services is also not the best I have dealt with. The groceries have arrived, thank you, but I will not use this facility again. It has just happened too often now that the items are not all sent and now this delivery fiasco. It was P&P's responsibility to contact the client and not make us sit in a queue on your call centre. No matter, this is now finalized. Many thanks.