Pick n Pay ASAP Order Missing Items, No Resolution and Called a Derogatory Name by Call Centre Agent

On Saturday, 7 March, I placed an order early in the morning through the Pick n Pay ASAP app. I received a notification that the order would be delayed, but when I checked the app all items showed as picked and ready for delivery.

The delivery driver arrived shortly after 8am, but when I checked the order the majority of my items were missing.

I immediately contacted the Pick n Pay customer call centre, which I have done before without issue. The agent advised that he would contact the store I ordered from and arrange for the missing items to be delivered, and that he would call me back before 1pm.

I was understanding and waited.

By 1pm I had still not heard anything, so I called again. I spoke to the same agent who then told me that he had been unable to get hold of the store all day, which I found strange because I had personally called the store earlier that morning and they answered, telling me I needed to go through customer support.

At this point I was told that I would receive two apology codes.

By the afternoon the situation had become extremely stressful. Like many families, that order was the last of my money for the week, and I had two children at home. I was now being expected to either wait days for a refund or pay another delivery fee for groceries I had already paid for but never received.

Just after 3pm I called again, extremely upset and emotional. I spoke to another agent and explained everything again. During the call I could clearly hear the male agent I had spoken to earlier in the background coaching her on what to say.

While this was happening, I heard the same male agent call me a very derogatory name (“b*tch”), clearly not realizing that I could hear him.

When I questioned the female agent about what I had heard, she immediately hung up the phone.

I called back and eventually spoke to a supervisor, who was polite and apologetic and did say the right things. However, the outcome is still that I must wait 3–5 days for a refund for groceries I prepaid but never received. I was also given two apology codes, which cannot even be used together.

I have been a loyal Pick n Pay customer for years and have often defended the brand because I have previously dealt with excellent customer service agents. However, this experience was completely unacceptable.

I have never in my life been called a derogatory name by someone in a “customer care” role.

What concerns me most is not only the missing groceries or the delayed refund, but the conduct of the call centre agent and the way this situation was handled from start to finish. I believe this matter deserves proper investigation, particularly the call recording from the call made just after 3pm on Saturday, as it will clearly reflect what was said. I would appreciate feedback from Pick n Pay management on how this will be addressed and what steps will be taken to ensure that no other customer is treated in this way.