1 reviews | Active since Aug 2015
Poor service from Pick n Pay online service
I have recently started ordering from the Pick n Pay online service. Last month September being my first order. Upon ordering the full amount is immediately deducted from your account. When the order arrived at my home there were items that were shown as not available and on the invoice stating that the amount was therefore not charged for, however this is not the case as the full amount upfront still remains deducted. On top of this there were items that were charged for and not delivered. As per procedure I marked the missing items with the driver and called in to customer services where I received a reference number and was told the money will be paid back to me for the missing items, no mention of the money paid for the items that were out of stock??? Reference number: ********** 687. I still to date have not been refunded for this order.
I then ordered my monthly list again this month (September) and the same as the above occurred, except this time more items being undelivered and charged for and no refund nor feedback from customer services after being told I would have a response from the call centre employee Siswe. Never mind the fact that I am outstanding a refund of at least R700.00 for the last two, this service and follow through after following the "correct procedure" is shocking and unprofessional. No one gets back to you nor have I had any follow through with regards to when and how I will be refunded. This will be the last time that I order online or purchase from Pick n Pay until this issue has been resolved. Reference No: ********** 036.
Good day Faye,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. The missing items for the two orders have been refunded and the two credit notes are *** and ***.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
You can view more details here in our FAQs and our Terms of Use https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team.
Good day Faye,
Thank you for taking the time to address your concerns with us.
Kindly accept our apologies for the inconvenience caused. The missing items for the two orders have been refunded and the two credit notes are *** and ***.
When you place an order online, we process a reservation (which effectively puts a hold on the funds) on your card for the amount of the order – this is standard practice for almost all retailers. Once we have finished picking the order only then do we physically deduct the amount off your card (the actual amount called a FINALIZE – taking into account out of stocks, substitutions and variable weight products). We only charge you for what was actually picked.
Most of our major banks cancel the RESERVE automatically (usually overnight) after the FINALIZE (actual debit) has been processed. In some instances, the bank does not release the original RESERVATION amount, so it appears as if you have been debited for the full amount, however, it is in fact the original hold on the funds that your bank has not released.
Most banks see the RESERVE and the FINALIZE as the same transaction and therefore one will be replaced by the other on your bank statement.
You can view more details here in our FAQs and our Terms of Use https://www.pnp.co.za/tncs - point 3.39.
https://www.pnp.co.za/pnpstorefront/pnp/en/faq - Under the Payment Reservation FAQ.
We appreciate your feedback and value you as a loyal Pick n Pay customer and are committed to improve continually on our service levels.
Kind regards,
Pick n Pay Team.