****** items became missing items

Today I’m very sad to have to leave this review, because I’ve always had a good experience with you, but this week I’ve been really disappointed.

On 15 Dec 2021 my entire order was ****** by the driver that was supposed to deliver it. I contacted the customer service and was helped by Charnay who was genuinely trying her best to sort this out.

They were in the process of deciding whether to give a refund or to reprocess the order. I did NOT want a refund because the refund process is utterly ridiculous. How can it take 10 business days for the money to reflect when you have no idea it that was the last of my money?

We ordered pies for supper as well and paid for the delivery and tipped the driver, only for my husband to then have to drive out petrol anyway to go get supper.

The next morning Charnay was going to process it around 9, but someone at the PnP store at a Capricorn, Muizenberg decided to process it first thing in the morning without a go-ahead, to the surprise of Charnay and myself who received constant phone calls that the driver was outside when I was sleeping in that morning.

Then to my dismay, three of the items were missing and I overpaid for the meat items. The sausage for example cost me R70, but I received a packet of R50.

It’s Monday late afternoon 20 Dec 2021, and I have not heard back from you. I drove out petrol AGAIN to go to the store, where I won’t even talk about some of the experiences I had there again.

I will mention one thing though. I spoke to the manager to ask whether they can give me the pies anyway, even though they refunded me for it (out of stock), since I we had to drive out petrol twice because of this and I fetched my own missing items today. He said No and that I have to speak to Bottles and log a complaint with you. I kindly asked whether it can be done via them, since they are the face of Bottles and they are I in partnership with Bottles after all. I was just repeatedly told to take it up with you.

Also the number of times I heard from both you and PnP how much of a LOSS it is to you is unnerving.

You should be apologizing to me and making it up to me, not looking for my sympathy for what you’re clearly covered for by your insurance.

I was empathetic and kind throughout the process and very very patient, but it seems that the only inconvenienced customers who receive some level of compensation, are the ones who are rude and make a lot of noise.

I’m deeply disappointed and still at a loss due to my meat, the petrol and the calls I have made.