PNP Online Non Deliverance and Greed!!!

I’m absolutely appalled by the service I have been receiving from Pick n Pay Online Shopping, every month since the beginning of 2020 I have been ordering from them and I have to complain and most of the time I don’t even get a response and when I do the response is always the same generic response or they don’t respond at all.

I ordered my monthly shopping this month after I had to figure out the a new rule that was implemented at the end of April which apparently stops you from ordering more than 35 line items. If you wish to place an order for more than 35 items you need to place more than 1 order which I find ridiculous. Might I add this is no thanks to your PNP Online Call Centre staff which I phoned twice as they don’t understand this rule and when they explain it they say you can’t order more than 35 items in total so if you are ordering 10 loaves of bread and 10 coldrinks you can only order 15 more items according to them. If you are trying to get rid of corporates or bulk shoppers that are ordering ridiculous amounts this rule will not necessarily get rid of those orders so you are penalizing the average person ordering their monthly shopping to try and increase your delivery fees.

You then increase your available delivery slots which is great, considering over the last few months delivery slots need to be booked 3-4 days in advance in comparison to before you could get a slot within a day or 2, and made them every half an hour which I thought was an excellent idea provided you actually stuck to these times as every month since 2020 you have never delivered within the selected 2 hour time slot. The driver has always arrived late by 30 minutes to up to 2 hours and even though I have complained nothing changed. This month I selected one of these new slots and instead of my shopping arriving an hour late it never arrived at all. I received a call a day after it was supposed to have been delivered from a driver requesting a new access code to deliver my groceries which were now a day late. When I questioned the driver he said he was just told to deliver and if I’m not available that day he would deliver when I was available, so my shopping if I didn’t avail myself would just sit somewhere until I was available even though there were items that could go off or stale🤷🏼♀️ I doubt they would repack these items back into the shelves and repack them when I was available another day based on past experience. What type of service is this? Why did Pick n Pay not inform me there would be a delay? Does Pick n Pay not value their customers?

It’s no wonder so many Pick n Pay stores are closing down and Checkers is rated as the number 1 supermarket in the country. If you order from Checkers 60/60 you receive it within 60minutes otherwise your delivery is free, if you don’t receive items that you ordered you don’t pay for delivery and you are credited immediately. With Pick n Pay you are still billed for delivery irrespective on when someone decides to deliver. This month you have even added a driver tip when checking out. Although some of the drivers are friendly and helpful and I believe they deserve a tip, when a delivery is late who is to blame?

Often items are missing from my order even though they are marked as delivered and it’s not worth complaining because nothing is done about it.

You were the first shop to do Online shopping and instead of improving over the years your service has gone to the Sh*@tter!! Should loyal customers like myself just face facts that you just don’t care and take our business elsewhere?