ORDER NOT RECEIVED

Dear Consumer Goods and Services Ombud,

FORMAL COMPLAINT AGAINST PICK N PAY – NON-DELIVERY OF ORDER AND REFUSAL TO PROVIDE PROOF OF DELIVERY ORDER NUMBER #***

I, Bulelani Siqalo, hereby lodge a formal complaint against Pick n Pay regarding an online order placed on 3 September 2026, which was scheduled for delivery to Skyview, Southernwood, East London, South Africa.

The order was never received by me, despite the Pick n Pay application showing that the order was marked as “delivered.” I categorically dispute Pick n Pay’s claim that the order was delivered to me.

This matter is extremely serious, not only because I have been denied the goods I paid for, but also because it raises significant concerns regarding delivery verification, customer security, accountability, and the protection of consumers' orders.

1. I DID NOT RECEIVE THE ORDER

I placed and paid for the order through Pick n Pay's online service on 3 September 2026. The order was intended to be delivered to Skyview, Southernwood, East London.

I did not receive the order.

Nevertheless, Pick n Pay has marked the order as successfully delivered and is refusing to issue my refund on the basis that, according to them, their records indicate that the order was delivered to me.

I have repeatedly explained to Pick n Pay that I did not receive the order.

2. PICK N PAY HAS FAILED TO PROVIDE CONCRETE PROOF OF DELIVERY

If Pick n Pay maintains that the order was personally delivered to me, I am requesting that they provide verifiable and tangible evidence demonstrating that the goods were actually handed to me.

Skyview is a large residential complex, and without proper verification procedures, there is an obvious possibility that an order could be handed to the wrong person, left at an incorrect location, or otherwise misplaced.

For comparison, delivery services such as Uber Eats commonly use a unique delivery PIN/code to verify that an order is being handed to the correct customer. Other delivery services may require a signature or other confirmation.

Simply stating that a driver asked for a person's name is not, in itself, conclusive proof that the order was received by the intended customer.

I therefore formally request that Pick n Pay provide:

Signed Proof of Delivery (POD), including the signature captured at the time of handover and details identifying the person who signed.

GPS/geolocation records showing the driver's exact location when the order was recorded as delivered.

Time-stamped photographic evidence, if any was captured, showing where the order was delivered or handed over.

Delivery route and tracking information showing the driver's arrival and departure from the delivery location.

Driver identification and delivery report, including the driver's name and the precise location at which the order was allegedly handed over.

Any customer verification record, PIN, OTP, signature, photograph, name confirmation, or other authentication record that Pick n Pay relies upon as proof that I personally received the order.

If Pick n Pay cannot produce evidence establishing that the order was actually delivered to me, then its internal status of “delivered” cannot reasonably be treated as conclusive proof of receipt.

3. FAILURE TO ASSIST ME THROUGH PICK N PAY'S CUSTOMER SERVICE CHANNELS

I have made numerous attempts to resolve this matter directly with Pick n Pay.

I contacted their online customer service using my personal telephone number, but no satisfactory assistance was provided.

I also contacted a live agent through Pick n Pay's online chat service, but the matter remained unresolved.

I subsequently sent emails requesting assistance, but I have received no meaningful response.

The only substantive response I have received was effectively that Pick n Pay considers its position final and that its records indicate the order was delivered.

This is unacceptable.

I am the consumer who paid for the goods, and I am specifically informing Pick n Pay that I did not receive them. Instead of properly investigating the disputed delivery, Pick n Pay appears to be relying solely on its internal delivery status while refusing to provide me with concrete evidence proving that I received the order.

4. SERIOUS SECURITY AND CONSUMER-PROTECTION CONCERNS

This matter goes beyond my individual refund.

If Pick n Pay considers an order “successfully delivered” merely because a driver has marked it as delivered, without obtaining reliable confirmation from the actual recipient, this creates serious concerns for consumers.

What safeguards does Pick n Pay have to ensure that orders are handed to the correct person?

What prevents a driver from handing an order to another person at a large residential complex?

What evidence does Pick n Pay retain to establish that the actual customer received the goods?

Consumers should not be placed in a position where they are told that an order was delivered and then expected to disprove a delivery that they never received.

5. REQUEST FOR THE OMBUD'S ASSISTANCE

I respectfully request that the Consumer Goods and Services Ombud investigate this complaint and assist me in obtaining a fair resolution.

I am requesting that Pick n Pay be required to:

Produce conclusive proof of delivery establishing that my order was actually delivered to me;

Conduct a proper investigation into what happened to my order;

Provide the relevant delivery records and evidence re**** upon to mark the order as delivered;

If Pick n Pay cannot establish that I received the order, provide me with an immediate full refund or an appropriate replacement;

Explain what delivery-verification and security procedures were followed in this particular delivery;

Address its failure to provide meaningful assistance despite my repeated attempts to resolve the matter directly.

I have given Pick n Pay reasonable opportunities to resolve this matter directly, including through telephone/online customer service, live chat and email, but the matter remains unresolved.

6. FORMAL NOTICE OF FURTHER ESCALATION

I would prefer to resolve this matter through the appropriate consumer-dispute process. However, if Pick n Pay continues to refuse my refund without producing credible evidence that I personally received the order, I reserve the right to pursue all further remedies available to me, including escalating the matter through the appropriate consumer-protection channels and contacting my bank regarding a payment dispute/chargeback for goods paid for but not received, where applicable.

I am not asking Pick n Pay to simply take my word for it. I am asking them to provide objective evidence supporting their assertion that the order was delivered to me.

If they have such evidence, they should provide it.

If they do not have such evidence, I request that the Ombud assist in ensuring that I am not held responsible for goods that I never received.

Consumer: Bulelani Siqalo Email used for the Pick n Pay order: *** Order date: 3 September 2026 Delivery location: Skyview, Southernwood, East London Issue: Order marked as delivered but not received by the consumer

I trust that the Ombud will treat this complaint seriously, particularly given the concerns regarding proof of delivery, consumer security and Pick n Pay's refusal to resolve the matter despite repeated attempts to obtain assistance.

I respectfully request confirmation of receipt of this complaint and guidance on the next steps.

Yours faithfully,

Bulelani Siqalo