R500 refund not received for goods missing from Bottle App order!

I'm giving this rating due to Pick 'n Pay's partnership with the Bottles App. Pick 'n Pay in itself I mostly don't have a problem with. When I order goods with PnP online then I don't have any issues, but when I order same day delivery through the Bottles App, I experience the same problems. I stopped using the app in December 2020 because my orders would often have items missing and I would have to go through the annoying admin of having to email Bottles support about the missing items and then wait for them to issue a refund. I also realised that when I first started using the app I would only notice a few days later that something was missing and then think it was too late to request a refund.

This month I needed something on the same day and decided to give Bottles another try. I should have read the reviews first. On 12 May 2021, I placed an order to the value of R1189.46. I was pleasantly surprised when I did not get an out of stock message on my app and that my order was processed, packed and delivered on time. When my order arrived, the bag of sugar broke on handover and the delivery guy went back to the store to get a new bag. When we brought the rest of the goods into the house, we discovered we had received an incomplete order - 8 x products were missing with a total value of R499,68.

The order had been packed by PnP Rosmead in Kenilworth, Cape Town, so I called the store thinking that perhaps they had failed to give the driver one or two packets of goods. I spoke to Lethu who told me he would look into the matter, contact the delivery guy and get back to me. The delivery guy returned with the sugar, said he delivered what he had received and that nobody at the store spoke to him about our order when he went back for the sugar.

An hour later and still no word from Lethu so I called the store and someone said they would get Lethu to call me back. 30 minutes later I called the store again and was told they were trying to contact Bottles to get hold of the delivery guy because as far as they were concerned, they had fully packed my order. I then emailed Bottles customer support. At almost 5pm I get a call from Lethu and then a Bottles support agent apologising and saying that the missing goods were actually out of stock items and should have been marked as such. Bottles then said they would process a refund that would reflect in 3-7 working days.

Yesterday, 26 May 2021, I still had not been refunded. I contacted Bottles support and an agent responded with an apology for the delay in processing my refund and asked if I would like a promo to the value of R50 instead. I told her that I would just like my refund, please. She never responded and I got another email saying that a support agent had resolved my issue. I rep**** to ask how it was resolved. No response. Then Tamminique Du Preez, customer service agent on demand, responded to my first email of yesterday. She apologised for the inconvenience caused and sent me a snippet of a screenshot showing proof that my refund had been processed. The snippet showed proof of refunds for orders made in December 2020. I pointed this out to her in my response. She has not responded.

Pick 'n Pay, I am not sure why your goods are either not being packed or going missing, but from my experience and the reviews I have since read, your partnership with Bottles App is not good for your brand's reputation. I will be using Checkers sixty60 for express deliveries from now on.

I am not sure who I am meant to be getting my refund from, but it was your goods that I paid for and did not receive. Please can you look into this and sort it out.