Poor Poor Service Delivery!

I am writing to formally express my dissatisfaction with the service I recently received. Unfortunately, I experienced two separate incidents within a single week, both of which were deeply disappointing. The first issue involved a pricing error where a promotional discount was not app**** to my order through the Pick n Pay App resulting in me being overcharged. When I contacted customer support, the agent informed me that she could not see the promotion on her system, which made it seem as though my concern was not being taken seriously. After requesting to speak to a supervisor, the matter was escalated and the store later confirmed that the promotion did exist, but there had been a system error. While I eventually received an apology and a voucher, the initial handling of the situation was frustrating and concerning. The second incident occurred a few days later. I placed an order at approximately 10:21 AM and monitored its progress via the app. To my surprise, the shopping process only began about an hour later. After waiting nearly two hours, I contacted customer support. Notably, these calls are not toll-free, and customers are required to bear the cost, often for extended periods of time. During the call, I was asked how I would like to proceed, which I found inappropriate, as I had contacted support for assistance, not to manage the process myself. Ultimately, the agent cancelled my order, which disrupted our family plans for Good Friday and caused unnecessary inconvenience. These experiences have left me extremely disappointed. The lack of timely service, poor communication, and the additional cost of seeking support have led me to lose confidence in your platform. As a result, I have decided to discontinue using the app and will reconsider shopping with you in the future. I hope you take this feedback seriously and make the necessary improvements to prevent similar experiences for other customers.