Pick 'n Pay online always offline

<p>My girlfriend ordered some groceries on Pick n Pay online on Thursday, 27 October 2016, which would be delivered the Saturday, 29 October 2016. She chose the delivery slot of 10-11am. Saturday morning arrived and she received a message from Pick 'n Pay that they are having some technical difficulties and the order might be 30 minutes late. This was fine with us as we had ensured our day was planned around this. 11:30 came and went and still no delivery. My girlfriend then phoned customer service and complained. The agent again advised us that they are having technical difficulties and that the delivery truck had not arrived at the distribution centre yet and it would take another hour. He also agreed to refund the R90 delivery fee after a lot of complaining. We waited yet another hour and still no delivery. In fact the whole Saturday went past and we did not receive our order or any communication from Pick 'n Pay. The following day my girlfriend phoned customer services again to complain and find out what is going on. After 30 min on the phone the customer service agent ensured us that we would get our delivery on Monday. This is not ideal as both my girlfriend and I work late and there is no one at home to receive the order. This is why we picked Saturday. The agent said that they deliver until 8pm weekdays and we agreed on the delivery timeslot of 6-7pm as I would be home. Monday morning arrives (today) and at 10:35am I get a call from security at my complex saying Pick 'n Pay is there to deliver. We agreed on Sunday that the delivery time will be 6-7pm! If Pick 'n Pay sells there online as a convenience to customers then why does it take more effort than actually go to the shop itself. I also understand that as a company you will have difficulties from time to time but surely you should have processes in place ensure your customer receives the service that they've paid for and which Pick 'n Pay advertises. As a customer of Pick 'n Pay I should not be the one affected by this, it is not my problem. This is your service that you provide. I mean if the technical difficulties was the only thing then I would understand, but the lack of communication and then delivering the order at the wrong time?? Surely this is not acceptable and this is not the service I expect from such a big and reputable company. The things we ordered are things we needed but still don’t have.</p>