1 reviews | Active since Dec 2010
Overcharging for online shopping & disgusting customer service
<p>I placed on order via PnP's online portal. I then received a confirmation email that the amount payable would be R274.30. However, PnP deducted an amount of R395.30</p> <p>I sent an email to their customer service centre, which went unanswered. I then called their call centre. Cindy, told me I had to accept the order and just write down on the slip, that the amounts were wrong. She then hung up on me when I asked for the order to be reversed. I then called back and a lady named Nthabo asked me to hold while she pulled my order details. She too, hung up on me.</p> <p>I phoned a third time and spoke to Nzuzu. He has confirmed that the order will be cancelled and the funds will be reversed but it will take 7 days. I am currently waiting for a confirmation of this order cancellation. Apparently PnP don't issue formal/emailed order cancellations.</p> <p>Such terrible service. I will NEVER use PnP's online shopping ever again! I am disgusted that PnP would charge additional fees without notifying the customer first. I am even more disgusted with their customer service consultants. I sincerely hope that action is taken against Cindy and Nthabo for their telephone etiquette.</p>
Good day Janine,
Thank you for taking the time to address your concerns with us.
Please accept our apologies for the inconveniences caused to you. We are busy addressing your complaint with our call centre management.
All prices on our Websites are guide prices only and is inclusive of vat unless otherwise stated. As per your online shopping invoice the item invoiced is a substitute item therefore the price of this product was differently priced.
Clause 3.38 - of the T's & C's - Substitutes
Where an item is unavailable and you have indicated that you will accept substitutions (whether the substitutions were selected by yourself as part of the ordering process, or by request chosen at your personal shoppers discretion), an alternative will be supp**** that may affect the price that you pay. This alternative price may be higher or lower than your original price estimate - but for your protection will be limited to a reasonable tolerance. Upon delivery or collection you will be made aware of unavailable items and their substitutes. You have the right to reject any substitutes offered, return them with the driver and we will refund the amount that you have been charged for that product.
Should you have any further queries please feel free to send your queries to ***
Kind regards,
Vanitha Venketas
Good day Janine,
Thank you for taking the time to address your concerns with us.
Please accept our apologies for the inconveniences caused to you. We are busy addressing your complaint with our call centre management.
All prices on our Websites are guide prices only and is inclusive of vat unless otherwise stated. As per your online shopping invoice the item invoiced is a substitute item therefore the price of this product was differently priced.
Clause 3.38 - of the T's & C's - Substitutes
Where an item is unavailable and you have indicated that you will accept substitutions (whether the substitutions were selected by yourself as part of the ordering process, or by request chosen at your personal shoppers discretion), an alternative will be supp**** that may affect the price that you pay. This alternative price may be higher or lower than your original price estimate - but for your protection will be limited to a reasonable tolerance. Upon delivery or collection you will be made aware of unavailable items and their substitutes. You have the right to reject any substitutes offered, return them with the driver and we will refund the amount that you have been charged for that product.
Should you have any further queries please feel free to send your queries to ***
Kind regards,
Vanitha Venketas
Vanitha,
I honestly don't agree that a 60% increase for a substituted item can be considered a "reasonable tolerance". Despite this, this information should be communicated to the customer ahead of time. In fact, your online portal should be updated to reflect that you are out of stock. At least then the customer isn't suckered into buying a more expensive item than originally intended.
Vanitha,
I honestly don't agree that a 60% increase for a substituted item can be considered a "reasonable tolerance". Despite this, this information should be communicated to the customer ahead of time. In fact, your online portal should be updated to reflect that you are out of stock. At least then the customer isn't suckered into buying a more expensive item than originally intended.