Pick n Pay Smart Shopper Chaos

Smart Shopper Card number :*** On the 26 June I tried to use my points to purchase Wimpy Vouchers using the app. On my first attempt I chose to be alerted by email. I received a message that there was a problem and I had to try again. The next attempt I chose to be alerted via sms. I again received the message that there was a problem. About an hour thereafter I received a sms and an email that I had vouchers for Wimpy. Even though I only wanted three vouchers, I accepted the six. On the 30 June I tried to use the vouchers at the Wimpy in Sparks Road in Overport Durban. After we had our meal I tried to use the voucher to pay for our meals. Not a single one worked, which was very embarrassing. I then settled the account. That evening I sent an email to the customer services team detailing my experience and asked for assistance and or advice on recourse options. On the 2 July I sent a follow up email requesting feedback and followed up the email to a call to the customer services center. Muzwandile apologized and promised an escalation of the problem by email to someone at a higher level. He asked me to provide him with all the voucher numbers which I did. In the interim I received an email from Nqobile Lovedale Ngema also promising an escalation of the problem with the following reference number *** and asked me to furnish the voucher numbers again which I did not have available at the time. I informed Nqobile that I had already given them to Muzwandile. I then received the following email from Nqobile: “Please contact Wimpy directly and request to speak to Ravi Singh” I then realized that I was not going to get any further using this route and called the Pick n Pay call center. I spoke to a gentleman who suggested that since there was no response to the escalated email he would reverse the points and reimburse the money into my smart shopper account. He ended the conversation after giving me a reference number *** and assured me that the point would be reversed. On the 26 July after still getting no response I spoke to another gentleman (reference number ***). Who also promised an escalation of the problem for resolution. On the 31 July I called the call center again and spoke to Zakhele who said that there has been no response to all the escalation emails and that he would try to escalate again. In the interim I received an email Nqobile asking for my till slip in order to resolve the problem. How is that going to assist when I paid for the breakfast without using the vouchers? If this is not proof of absolute chaos, lack of communication, lack of integrity and terrible customer service then Pick n Pay really needs to rethink their staff training programs with respect to customer service and operating procedures that are honest and open.