PATHETIC SERVICES

Pick n Pay Online Order – Incorrect Stock, No Communication, Poor Customer Service & Damaged Product I am extremely disappointed with my recent Pick n Pay online shopping experience at Pick n Pay Vincent Mall, East London.

Order number: #***

I placed a relatively small online order, including Tasty Water Sparkling – 6 bottles, which was clearly displayed on Pick n Pay's online platform as available/in stock.

I selected the product, placed my order and paid the delivery fee because I specifically wanted these items delivered to me.

Approximately 30 minutes after placing the order, nobody had started picking my order. I had to contact Customer Service myself to find out what was happening. Shortly after contacting them, the order was finally picked.

Then, without anyone contacting me, I received a notification informing me that the Tasty Water Sparkling was no longer available.

No one called me.

No one asked whether I wanted an alternative.

No one asked whether I wanted a refund.

The item was simply removed from my order.

I was then told that it could be that the product was available when I placed the order but was no longer available when the store went to pick it.

How is that the customer's fault?

I did not control the store's inventory. I did not delay the picking of the order. I selected a product that Pick n Pay's own system represented as available.

If the exact six-pack was unavailable but six individual bottles of the same product were available, why could the store not simply provide the six bottles? That would be genuine customer service.

I PAID A DELIVERY FEE I paid a delivery fee because I wanted these products delivered.

I do not accept that the solution is simply to remove an item from my order and refund me, particularly when I ordered it based on Pick n Pay's own online representation that it was available.

I was also advised that a refund could take approximately two to three days.

Why should I now have to wait several days for my money because Pick n Pay's online system represented an item as available when it could not ultimately be fulfilled?

I don't want a refund.

I WANT THE TASTY WATER SPARKLING – 6 BOTTLES THAT I ORDERED.

I do not want to place another order.

I do not want to pay another delivery fee.

I want Pick n Pay to fulfil the order I already placed without charging me another delivery fee.

AND NOW I HAVE RECEIVED A DAMAGED PRODUCT To make matters worse, another item in my order was delivered with damaged packaging.

The Huletts SunSweet Brown Sugar package is visibly torn/damaged. I have attached a photograph showing the condition in which the product was delivered.

This is unacceptable.

I am now dealing with:

A product advertised as available but subsequently removed from my order; No proactive communication regarding the unavailable product; A delayed order that I had to chase up myself; A delivery fee paid for an order that was not properly fulfilled; A proposed refund that requires me to wait several days; and A product that was actually delivered to me with damaged packaging.