Pick n Pay Online a huge flop

Pick n Pay Failing ..Online Shopping channel is disappointing! Convenience – defined as “the state of being able to proceed with something without difficulty”. Used aptly in a shopping context – “services should be run to suit the convenience of customers, not of staff”.

Service providers, or those charged with ensuring that the above is met on their behalf, have a different method of execution and intent when trying to execute the same. In fact some of them have been hashing and remixing the meaning of the same to levels non existent anywhere bar what they perceive to be convenience. Pick n Pay are one such victim of a shambolic approach at one of their services. Online Shopping, more specifically the click n collect online service they offer via stores near you.

Without getting into too much detail, we purchased something 7 days ago to the day. Told to arrive at the Northgate Pick n Pay Hyper to collect between 11am and 2pm. Going with the theme, the logistics company hired to deliver the goods , to myself and other Online shoppers, had not delivered my order and was a few hours late in arriving at the shop pick up point. There were quite a few livid individuals, some who had to collect anything from melted butter to spoilt milkshakes and no shows like my order. I collected thin air! I had a conversation with the shop representatives(names and numbers withheld) and they assured me of some recourse either on that day or early in the week.

Fast forward to almost two weeks, I still do not have my goods and one of the names I got away with on that Saturday issued me an almost Arrificial Intelligence like response to my qualms with the manner in which I am seeing this issue. You know when someone is not interested when they give you a scripted/almost standard machine response devoid of any empathy or willingness to change my current experience. That response that will have you thinking , hang on, I have spent X amount and this person, supposedly face of this huge Pick n Pay Brand just does not give a ****…..

Where does this leave me ? Well! Choice words aside, the first thing I am wondering is whether :

a) Pick n Pay are really prepared to go all the way with this Online shopping channel?

b) Pick n Pay care about proper Customer Experience?

c) Pick n Pay have the right people driving this very competitive goods distribution channel? The answer is No.