Pathetic Service

Item: Pick n Pay
Rating: 1
Author: dawn D

My complaint regarding an unresolved refund linked to reference number 842315.

I placed an online order on 29 December, which arrived with a missing item and no invoice included. I logged a complaint and was informed on 13 January that my refund had been approved.

Despite this confirmation, I have still not received the refund. I have followed up multiple times, including emails sent on 10 February and 11 March, as well as a phone call after my most recent correspondence. To date, no resolution or meaningful feedback has been provided.

At this point, the issue extends beyond the refund itself. The lack of communication, accountability, and follow-through over a period of nearly three months reflects extremely poor service delivery.

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Replies (1)

dawn D's updateReviewer Update

27 Mar 2026, 23:45

I placed an order in which one item was missing upon delivery. I reported this through your official channels and was provided with a reference number at the time. Despite this, the matter was incorrectly marked as “resolved” without any refund or replacement being issued.

Since then, I have taken multiple steps to resolve this:

I sent a follow-up email referencing the original case number.
I contacted your call centre and explained the issue again.
I have received repeated instructions to use WhatsApp support, which is not applicable to my complaint and has not provided any resolution.

It has now been over two and a half months without any resolution, refund, or meaningful feedback. I find this delay unacceptable.

Please take this as a formal request to:

Investigate the status of my missing item using the original reference number.
Process the outstanding refund.
Provide a clear timeline for resolution.

If this matter is not resolved within 5 working days, I will have no choice but to escalate the complaint further through consumer protection channels.

I expect urgent attention to this matter.

dawn D's update27 Mar 2026, 23:45

Reviewer Update

Since then, I have taken multiple steps to resolve this:

I sent a follow-up email referencing the original case number.
I contacted your call centre and explained the issue again.
I have received repeated instructions to use WhatsApp support, which is not applicable to my complaint and has not provided any resolution.

It has now been over two and a half months without any resolution, refund, or meaningful feedback. I find this delay unacceptable.

Please take this as a formal request to:

Investigate the status of my missing item using the original reference number.
Process the outstanding refund.
Provide a clear timeline for resolution.

If this matter is not resolved within 5 working days, I will have no choice but to escalate the complaint further through consumer protection channels.

I expect urgent attention to this matter.