Pick n Pay ASAP - Seriously Poor Service & Customer Service

I have received the worst service from PICK N PAY ASAP ever. I placed my black Friday order early on the 25th Nov by 8:15. Over R850 purchased including 2 x 2 sets of nappies as I have 2 children under 3 years old.

Takealot had the same special for black Friday but I decided to go with PNP for quicker delivery time. By 8:30 that same morning my order moved to the processing stage. Lots of ticks, only out of stock of the chocolates. By 16:00 that afternoon my order still hadn't moved from the processing stage.

I decided to contact the customer support number. I spoke to a lady that told me not to worry but my order will be out on delivery by 8:00 the next morning.

The next morning, 26th nothing had changed with my order status, still at the selection stage by 10:00. I called customer service again. I spoke to a gentleman this time and he told me that I must hold the line while he confirms with the shop.

After a while he came back and tells me that the shop is very busy but he has escalated this with the shop and they will ensure that I get my order within the hour. He said that he will even go as far as to confirm with me telephonically within the hour that I received my order. By 14:00 the order is still at the same stage and no calls received. I call customer service again, this time a lady answers. I relay the whole story to her, she checks all my details and order number and tells me that there is no queries open and now my order will only be delivered 2mrw, the 27th.

I told her that I think there must be some error with the system and that no one is getting back to me. I told her, I have now missed all the other black Friday specials and that PNP has my money as well so I need those nappies. She says she is sorry and all that she can do is escalate these 2 queries, 1 being my missing order and 2, why is there no cases opened against that order.

That same night around 21:00, I get a notification on the PNP app that my order has been cancelled. The next morning at 9:00 I call customer service once again to hear what has happened. A lady answers (I have some of the names). I explain my story once again, she asks me for my order number and then proceeds to tell me that because they cancelled my order there is nothing she can do.

She also tells me that I was refunded last night as well and that I should just reorder from the app. I explain that the specials are not there anymore and I can't just re-order as my money will take a few days to reflect.

I have asked to speak to the supervisor or manager on previous occasions but kept being told they unavailable or in a meeting. This time all the managers were in a meeting but she will ensure that someone will call me as soon as they finish. I waited and no one called.

I tried the last time the afternoon at 13:00 again and was once again told that the manager will call me back in the next 10:00 - 15:00 minutes.

I am still waiting.........

I also sent emails to the customer support email address when I was struggling to get answers and they were also unanswered.

I am a stay at home mom where money is always tight and now I have missed out on my black Friday savings deals because of this incompetence and neglect. My order number was # ***.