Shocking Pick n Pay online

I used the online shopping. This was my 3rd time purchasing online and what a disaster...

My groceries were supposed to be delivered on 29th November time slot 16:00 - 17:00 and no one came to the house. My cell was on and no one called to indicate if there was a problem or anything.

I called the customer care line on Friday morning. Firstly the online shopping line, no one answered it, I mean they had just opened, but no one answered that line, so I try the normal customer care number and get a response there.

The lady firstly tries to blame me to say that people were at the house to deliver and there was no one at the house, which is a lie. If I am paying for a specific time slot, you best believe someone is going to be at the house to receive the groceries. Secondly no one called, our contact numbers are on the invoice no one called me and said there is no one at the house, so why do we provide our contact numbers.. I finally agreed with the lady that the groceries should be delivered on Monday 3rd Dec. And the delivery did arrive this time.

The last time i bought groceries, my butter was not delivered, so this time around I tick on the invoice checking that each item is being delivered. The Maize Meal that was there was torn and was spilling, so I told them I am not accepting it and I want it replaced. I wrote down a note on the invoice the driver takes back and the driver suggested that I do a follow up telephonically and via email. So as soon as he left I sent a message via the pick n pay website informing them. No response till today.

I then called in yesterday to the call centre and spoke to Lungelo Masuku, who informed me that all I need to do is take the invoice to the nearest Pick n Pay (because they can not deliver one good) and at the store they will call the call centre and they will be able to replace the Maize Meal. No hassles...

I went to Pick n Pay Birchleigh North after work and the friendly manager there tried with all his best to assist me, mind you he had never heard of this process, but was willing to assist. He called the centre, we stayed on the phone for a frustrating 25 minutes with Sashen Reddy who kept us on hold for longer than he actually said anything to us. And this guys returns and says they are still escalating the matter...

So if the matter is still being escalated... why was I told to go to a store and everything would be sorted out in terms of me getting a replacement of the product. Why did I have to spend close to 30min on the phone with Lungelo in the morning and a further 25 minutes with Sashen in the afternoon for me to still be sitting without the replaced product today.

Both consultants could not inform me on the process or procedure which should be documented on how to handle returns, so that I can follow that. Instead wasted my time, the poor store managers time and I am still sit without the product and without anyone contacting me or a response from yesterday...