LN
Linah N
1 reviews | Active since Nov 2023
30 Sept 2025, 18:37
Pick n Pay Vincent in East London SA
Good day I would like to enquire about an order placed at 5:13 PM and there was no pop up saying that delivery is closed now when checking it tells me it will be delivered tomorrow.
When calling Mr D. They try and put you through to the call center for Pick n Pay. The you hold for an hour before speaking with a representative. When I managed to speak with someone they decided to drop my call after telling me the delivery stops at 6PM.
Sad part is that if I cancel my order I will not receive my money instead will have credit on Mr D. App. Pick n Pay Vincent service is k***k
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Replies (3)LN
Linah N's updateReviewer Update
01 Oct 2025, 11:02I called *** today and spoke with two agents, Lisa and Miguel.
- Lisa incorrectly claimed that Pick n Pay deliveries stop at 5 PM. When I asked to be transferred to a manager, she refused, saying they were busy.
- An hour later, I called again and spoke with Miguel, who transferred me to a manager named Amanda.
My discussion with Amanda was unacceptable. Instead of addressing my concerns, she simply repeated that I could either wait or cancel my order for credit on the Mr D app—something I already knew.
What is most concerning is:
- Why was my order left overnight when deliveries are supposed to continue until 6 PM?
- Why have I still not received my delivery as of 10:50 AM the following day?
- Why was there no notification at the time of ordering that delivery would only happen the next day?
Amanda was dismissive, impatient, and failed to provide any answers or accountability. Simply telling a customer to “wait or cancel” is not customer service—it is negligence. A manager should offer solutions, not indifference.
What is even more disappointing is the clear lack of care in how my complaint was handled. I strongly believe that had it been a white customer on the line, they would have been reassured and assisted with urgency. Instead, as a black woman expressing frustration, I was dismissed with a “wait or cancel” response. This is not only poor customer service—it raises serious concerns about fairness and bias in how customers are treated.
This level of service from both the call agents and a manager is extremely concerning and reflects poorly on the brand. I expect a proper explanation for the delay, accountability for the misinformation provided, and confirmation of what corrective action will be taken to ensure this does not happen again.
LN
Linah N's update01 Oct 2025, 11:02
Reviewer Update
I called *** today and spoke with two agents, Lisa and Miguel.
- Lisa incorrectly claimed that Pick n Pay deliveries stop at 5 PM. When I asked to be transferred to a manager, she refused, saying they were busy.
- An hour later, I called again and spoke with Miguel, who transferred me to a manager named Amanda.
My discussion with Amanda was unacceptable. Instead of addressing my concerns, she simply repeated that I could either wait or cancel my order for credit on the Mr D app—something I already knew.
What is most concerning is:
- Why was my order left overnight when deliveries are supposed to continue until 6 PM?
- Why have I still not received my delivery as of 10:50 AM the following day?
- Why was there no notification at the time of ordering that delivery would only happen the next day?
Amanda was dismissive, impatient, and failed to provide any answers or accountability. Simply telling a customer to “wait or cancel” is not customer service—it is negligence. A manager should offer solutions, not indifference.
What is even more disappointing is the clear lack of care in how my complaint was handled. I strongly believe that had it been a white customer on the line, they would have been reassured and assisted with urgency. Instead, as a black woman expressing frustration, I was dismissed with a “wait or cancel” response. This is not only poor customer service—it raises serious concerns about fairness and bias in how customers are treated.
This level of service from both the call agents and a manager is extremely concerning and reflects poorly on the brand. I expect a proper explanation for the delay, accountability for the misinformation provided, and confirmation of what corrective action will be taken to ensure this does not happen again.
LN
Linah N's updateReviewer Update
02 Oct 2025, 16:49I was previously given a R75 coupon and, because the issue was resolved, I chose to trust your service again and give you the benefit of the doubt. However, I am now experiencing the same problem.
My order was placed at 16:34 today, yet as shown in the attached screenshot, delivery has once again been scheduled for tomorrow instead of today.
This repeated inconvenience is disappointing, especially after I trusted the resolution provided earlier. Please urgently look into this and confirm that my order will be delivered as promised. WhatsApp Image 2025-10-02 at 16.36.35_d8255cd7.jpg 65.84 KB
LN
Linah N's update02 Oct 2025, 16:49
Reviewer Update
I was previously given a R75 coupon and, because the issue was resolved, I chose to trust your service again and give you the benefit of the doubt. However, I am now experiencing the same problem.
My order was placed at 16:34 today, yet as shown in the attached screenshot, delivery has once again been scheduled for tomorrow instead of today.
This repeated inconvenience is disappointing, especially after I trusted the resolution provided earlier. Please urgently look into this and confirm that my order will be delivered as promised. WhatsApp Image 2025-10-02 at 16.36.35_d8255cd7.jpg 65.84 KB
LN
Linah N's updateReviewer Update
02 Oct 2025, 16:54My concern is that there is no pop-up notification informing customers when a store is backed up or closed for deliveries. The whole reason I use this service is because I am unwell and working from home, and therefore rely on the convenience it promises.
What makes this even more frustrating is that the information only becomes visible after payment has been processed — showing that the order will be delivered the following day. At that point, I cannot even select a different Pick n Pay for same-day delivery.
Furthermore, when cancelling an order, the refund is not immediately returned to the customer’s bank account but instead issued as Mr D credit, which is not practical in situations like this.
This process is both inconvenient and discouraging. I kindly urge you to address these issues to improve the customer experience.
Then you call the call centre and you get no sense of urgency nor resolution you just hold WhatsApp Image 2025-10-02 at 16.53.41_920fd172.jpg 38.06 KB
Then you call the call centre and you get no sense of urgency nor resolution you just hold WhatsApp Image 2025-10-02 at 16.53.41_920fd172.jpg 38.06 KB
LN
Linah N's update02 Oct 2025, 16:54
Reviewer Update
My concern is that there is no pop-up notification informing customers when a store is backed up or closed for deliveries. The whole reason I use this service is because I am unwell and working from home, and therefore rely on the convenience it promises.
What makes this even more frustrating is that the information only becomes visible after payment has been processed — showing that the order will be delivered the following day. At that point, I cannot even select a different Pick n Pay for same-day delivery.
Furthermore, when cancelling an order, the refund is not immediately returned to the customer’s bank account but instead issued as Mr D credit, which is not practical in situations like this.
This process is both inconvenient and discouraging. I kindly urge you to address these issues to improve the customer experience.
Then you call the call centre and you get no sense of urgency nor resolution you just hold WhatsApp Image 2025-10-02 at 16.53.41_920fd172.jpg 38.06 KB
Then you call the call centre and you get no sense of urgency nor resolution you just hold WhatsApp Image 2025-10-02 at 16.53.41_920fd172.jpg 38.06 KB