Poor Delivery Service and Lack of Communication

I placed an online order today at 16:40 from Kensington. Around 18:30, I had to contact the call centre because the app provided very little information regarding my delivery status. The consultant assured me that logistics had confirmed my order would arrive within 10 minutes, which unfortunately was not true. After another 30 minutes passed with no update and the app still showing “Waiting for driver,” my partner called again at around 19:20 to cancel the order.

This is not the first time I have experienced this issue. My previous order, placed on 28 April 2026 at 17:00, only arrived at 19:00, despite being promised an ETA of 18:00. The driver arrived with a car full of bags, and I had to wait outside in the dark while he searched for my order.

I always try to place my orders early for both my safety and the driver’s, but it is disappointing that Pick n Pay does not seem to prioritize fulfilling orders on time or keeping customers properly updated.