Subject: Urgent Complaint: Inadequate Service and Refusal to Rectify Order Placement Issue

Dear Hellopeter Support,

I am reaching out to you urgently to express my extreme dissatisfaction with the service provided by Pick n Pay, specifically regarding a recent order I placed through their mobile application.

On 21 March 2024I ordered groceries via the Pick n Pay app at 15:48. However, despite confirming my order, Pick n Pay allocated it to a store that is 15 minutes away and closes at 4 pm, instead of the one that is a mere 10 minutes away and closes I contacted Pick n Pay's customer service to enquire about the order and was told that the call cut whilst I was asked to wait for them to call the store, after two hours they called back ad the head office telling that my order was placed a store that was closing at 4pm and that should I wish to cancel I will only receive my refund after 3-5 days I requested a redirection of my order to the store nearest to me. Shockingly, I was informed that redirection was not possible. Furthermore, to add insult to injury, I was told that I would not be eligible for a refund now, but had to wait days for my refund to be done and I wanted to drive myself to the store convenient to me.This left me in a dire situation, as I urgently needed the groceries to prepare a meal for my children.

The lack of flexibility and refusal to rectify the mistake made by Pick n Pay's customer service team is unacceptable. As a loyal customer, I am appalled by the dismissive attitude and unwillingness to accommodate my reasonable request. I am also appalled by the rude interaction I had to two of pick n pay agents who both refused to give me their names when I requested and the last consulted dropped the call on my ear whilst I was still engaging her.

I implore you to intervene in this matter and urge Pick n Pay to reconsider their stance. It is inconceivable that a company of their stature would fail to prioritize customer satisfaction and rectify mistakes made on their end.

I trust that you will take swift action to address this issue and ensure that appropriate measures are taken to prevent similar occurrences in the future.

Thank you for your attention to this urgent matter.

Sincerely, Zenathi