PnP asap unacceptable service

I am extremely disappointed with the service I received.

I placed an ASAP delivery order yesterday at 18:48 and was given a delivery window of 20:00–20:30. The order never arrived. After the store had already closed, I received a notification stating the order was delayed and “waiting for a driver.”

This morning, before 8am, I noticed two missed calls from an unknown number. I then received a notification saying my order was “undelivered due to unavailability of the customer” and had been canceled by the store. This is completely inaccurate. I was available, and no proper delivery attempt was made during the confirmed delivery window.

When I contacted customer care, I was told there was a backlog of orders the previous day, which resulted in some deliveries not being fulfilled. That is an internal operational issue and should not impact paying customers. I was further informed that because the store canceled the order, I will only receive a refund within 3–5 working days.

It is unacceptable to: • Fail to deliver within the promised time • Incorrectly mark a customer as unavailable • Cancel an order without proper resolution • Withhold a refund for several working days for a service not rendered

This experience reflects very poor service, lack of accountability, and no regard for customer inconvenience. I expect businesses to take responsibility for operational failures instead of shifting the consequences onto customers.

This is UNACCEPTABLE!!!