Poor delivery service from PnP online shopping

Item: Pick n Pay
Rating: 1
Author: Julia R

Exceptionally poor service from Pick n Pay online shopping. Order was not delivered, I phoned them well after the delivery time and was on hold for 20 minutes. Eventually I was told they had a backlog and would not deliver at all that day - but never bothered to let me know. Delivery was scheduled for the next day before 13h00, by 16h30 still no delivery. Again phoned the call centre and was assured it would arrive AT 17h00 and NO later. 17h30 I had to phone them again! Still waiting. Delivery is now a full 24 hours late. No communication from them, you have to follow up constantly and the call centre keeps you on hold forever.

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Replies (3)

Julia R's updateReviewer Update

05 Mar 2018, 14:04

Update: My order was partially delivered 25 hours late. No communication from PnP that I would not receive all of it. The driver told me that he would deliver the rest three days later because they don't work on weekends. On phoning the call centre, I was informed that they have no record that it was not all delivered, and that although it was their decision to discard some of the order due to expiry dates, it is still up to me to tell them I didn't receive it! I could not be more appalled. Why do I pay for delivery? No apology, no action whatsoever. Still waiting, four days after the delivery slot.

Julia R's update05 Mar 2018, 14:04

Reviewer Update

Pick n Pay's replyOfficial

06 Mar 2018, 10:41

Good day Julia,

Thank you for taking the time to write to us.

Kindly accept our sincerest apologies for the unfortunate Online Shopping experience.

We are addressing the issue with our Online team and will revert with feedback.

We value you as a Pick n Pay customer and are committed to improve continually on our service levels.

Kind Regards,

Anwar Mooideen

Pick n Pay's reply06 Mar 2018, 10:41

Official