Pick n PAY ASAP- A **** OF AN APP AND POOR CUSTOMER SERVICE.

I placed a purchase order on 29 October 2023 via Pick n Pay's mobile app called ASAP, for the delivery of a few consumables (3x Douwe Egberts Coffees, 1x 6L of Parmalate Full Cream Lactose-Free Milk and 3 x Mini KitKat chocolates). I processed and paid R617.99 for all these items. Delivery was promised for between 15h00 and 16h00.

However, a 2L Fanta Orange or Oros and 2L Sprite were delivered, instead of the items I paid R617.99 for. At this stage, I also received an email from Pick n Pay ASAP notifying me of my updated invoice because the Coffees were apparently out of stock and the amount for these, R327.00 was credited back into my Pick n Pay ASAP wallet. I refused to take the soft drinks from the driver because these were not the items I had ordered and paid for.

I contacted Pick n Pay ASAP via both a call at *** and via email to their support team at ***. No one answered the call from this number and no one called back the whole of yesterday afternoon even after I had used the option of leaving a message for someone to cal me back.

I sent 2 emails and just received automated email acknowledgements with reference numbers, *** and ***I.

I once again called Pick n Pay ASAP this morning on 30 October at around 8;25 and spoke to a consultant (forgot his name) who promised to looked into my query and call me back and still requested that I rate the call service before I hung up. I told him I will only rate the service once my items have been delivered as ordered. Soon after I hugh up and waited for this consultant to call me, I then received a call from a driver who wanted to confirm my street address as he was making his way to my place, which address I duly provided and re-confirmed. To my shocking surprise, the driver brought the same incorrect items as was done yesterday.

It's 13h15 as I type this complaint to Hello Peter and my order from yesterday the 29 October has still not been delivered and neither has a refund of R617.99 been processed back into my bank account.

Instead, I received another email from Pick n Pay ASAP advising me that "my order ***9 has been completed and that a wallet payout for R290.00 has been created". No reason has been provided as a courteous thing to do as to why this amount has now also been refunded into my ASAP wallet, because unlike the Coffee orders, these items (Milk and Chocolate) are still available on the app for orders.

Further, why not mark items that are out of stock as such and prevent customers from selecting items that are out of stock and save themselves from the hardships of receiving their cash back as urgently as they would have paid it out????

Having now given up about my order being delivered, I accessed the Pick n Pay ASAP wallet to process a payment of the total R617.99 I had paid from this wallet back to my bank account, I am unable to do so as their payment platform just freezes and nothing happens when I click on "payout" to complete the form and enable a refund into my bank account. Calling Pick n Pay is a nightmare and a serious frustration, especially from a cost perspective as I even depleted my airtime whilst waiting to speak to an individual for processing my money back into my bank account.

What is even more frustrating is the fact whilst I processed the payment immediately after purchasing to enable delivery, Pick n Pay's terms and conditions for refunds to the customer's bank account can take between 2 and 7 days, yet, as customers, we are expected to pay immediately. When they stuff up as they did in my case, I am left with no immediate funds and with no consumables I need for the 7 days it will take them to refund my money into my bank account- this is unfair treatment of customers and a disregard of customers' needs. Why market an app that just frustrates customers instead of making it easy and convenient for them? Why have a complaint process that also does not work because I elaborated on my complaint as I did here in the emails sent to ASAP, yet, the same incorrect order is still authorised for delivery? Why have a system of order numbers if unable to correctly match orders to those order numbers, not once, but twice, despite a comprehensive complaint proving the incorrect delivery????

Once I receive my R617.99 rands back into my account, which I am not sure how this will even be done because their payment platform DOES NOT WORK AND FREEZES ON "PAYOUT", I am DELETING the Pick n Pay ASAP app purely because of poor customer service from Pick n pay.