PICK N PAY ASAP TERRIBLE CUSTOMER SERVICE

On Saturday the 28th of September I tried to place an order on the pick n pay ASAP, the payment went through twice and the order was cancelled. I contacted the pick n pay ASAP call centre, i explained to the agent what transpired and she apologised and indicated that the website is malfunctioning and that she will escalate my complaint to the relevant department, i asked when can i expect to hear back from her, she said she will call me back in 20 minutes. Fast forward 5 hours passed and no one called me back, i contacted the call centre again and another agent took my call, i explained again what happened, she checked their system and was able to confirm that my complaint was logged and has been escalated however no one has attended to it yet. She assured me that i will receive communication on the same day, later that night i received an email from Kylim Hope Muller stating that the payments were received on their side but the orders could not be processed but cancelled due to the system malfunction, she indicated that the refunds will be processed back into my account within couple of days. I accepted.

This morning the refund for only 1 payment was received into my account, i was furious and i immediately emailed Pick n pay to enquire about the other payment. There has not been any contact from Pick n pay since then.I decided to call the call centre, i spoke to the lady by the name of Nolindi and she checked on their system and confirmed that 2 payments refunds were meant to be done and she does not know why only 1 payment was refunded. She said she has emailed Kylim Hope Muller to attend to my emails....That was at 11am this morning and until now i have not heard back from Kylim Hope Muller.

Pick n pay must give me my money back, we are not talking about few rands but over 4K, i need my money to buy food for my children elsewhere and i need someone to contact me ASAP.

Their customer service is terrible, they have no sense of urgency and they do not care much about their clients...

i am extremely disappointed and i will definitely stop buying from them...I will stick to checkers 60/60 going forward.