PnP ASAP - Dont go there

just want to raise my extreme disappointment in PnP asap. (Order ***)

Last week Friday 28th of January, I’ve ordered some goods for the 1st time from PnP asap via a friend’s recommendation. I also received a R250.00 voucher for the weekend as it was my 1st time. The delivery date was set for between 2 and 3pm on Friday afternoon. This delivery time then got amended to between 4 and 5pm. This did not suit me as I would have left my work address already. I called customer service who assisted with a change of delivery address.

Between 4 and 5 I received a call from a driver saying he is at my work address – I explained, it was changed and that he was to deliver to my home address. He returned the goods to the shop. I called customer services who apologised profusely and amended the delivery address. Round 6 pm I received a call again from a driver from my work address. This driver asked me if I will pay for his fuel, he will only then deliver. EXTREMELY UNPROFESSIONAL

On Saturday morning I CALLED in again. Again, changed the address with a promise of a call to confirm what is happening and an escalation. A couple of hours later I called an email customer services. On this call, the lady put me on hold while talking to the “person” who does the delivery address changes and confirmed that it has never been changed, but she will do so now. She also opted to send me an email to respond to if nothing happens. Later the afternoon I emailed as I did not get any response, nor delivery.

I then received a call from customer services explaining that you cannot change a delivery address at all - #WOW !!!!!!

The order must be cancelled and re-ordered. She cancelled the ordered for me and now I had to wait for my refund.

Here is my problem:

1. I spoke to 4 x different Customer Service Agents who was convinced they are changing the delivery address MAJOR, MAJOR PROBLEM WITH YOUR TRAINING IF YOUR STAFF DON’T KNOW THIS!

2. The App itself limits your address – I am staying in an estate/complex and no matter what I do – the address keeps on coming up wrong. Wrong street address! Which will certainly complicate things if I want to order in future.

3. I Spend my whole Saturday at home, waiting for nothing. I had to incur the xtra cost to order from Checkers Sixty60 and wait for my refund.

4. I’ve lost my voucher due to PnP incapability to deliver or inform me of the real problem.

5. The frustration, phone calls is beyond something I’ve experienced in quite a while. YOU HAVE SERIOUS PROBLEMS WITH THE APP AND NEED TO FIX IT! My phone calls alone – was about 40 minutes in total.