PnP online shopping a sick joke!

Dear Picknpay

Order # ********** 565 Click n Collect Address: Jean Avenue Customer Service: 225 Jean Ave, Lyttelton AH,Gauteng Centurion, Centurion Store Collection Time: Saturday 05 May between 10:00 - 11:00

I have to start by pointing out how unsatisfactory your service is at your Jean Crossing (Centurion) store is. I went to your store to collect my online grocery order (On time) and was told that the order does not exist and nothing can be done about it but funds were debtited from my account meaning I was R1000 poorer and couldnt make alternative plans.

I spent hours on the phone with customer care representatives and non were able to assist, even the manager of the day Tyren Chetty was unable to asssist me with my query.

My family and I spent 8 hours hungry because your company couldn't get something as simple as an online order sorted.

8 hours later Onica Lekgwathi from Jean Crossing called (very rude might I add) stating that my order is ready and that I should once again make my way to the store to collect.When I explained to her that my children are sleeping and cannot leave them home alone she rudely stated that a picknpay driver will deliver the groceries.

Upon delivery, the driver (Thabo) didnt give me the chance to go through the invoice, he offloaded my food on the street, hurriedly proceeded to start his white Kia Picanto and drove offf.

I eventually managed to get all those groceries from the street into the house only to realise that many item that were charged are not there.

I once again called your online support line and was promised that the missing items will be delivered and a formal complaint will be lodged. All this happened Saturday 5 May 2018 and I have not received correspondence from any picknpay representative to date.

My questions are; Why are you advertising your online shopping as convenient and efficient when my experience says otherwise? How is it that even management at your call centre are not properly trained to deal with such a crisis? Why was my groceries delivered in a Kia Picanto and not your stanard delivery van by a rude driver who didnt give me the chance to check that all items are accounted for? Why do you allow people such as Onica Legkwathi to deal with customers? When will all the missing items be delivered? Is it fair that my family and I had to spend hundreds of rands worth of airtime to resolve an issue caused by your company?

I anticipate a prompt reponse with this regard, I am not with the opinion the I as the customer was treated fairly as per the Customer Protection Act.

-Matshepo Khanye