1 reviews | Active since Dec 2019
Sunday, ****** Sunday (Friday, Black Friday)
On 27 November, I took the plunge and ordered an expensive refrigerator from the Black Friday sale. I went through the process and committed to the payment by supplying my card details right away. I received an order confirmation shortly after that with a proviso: *This total is an estimate and may change slightly if you've ordered items sold by weight, have requested shopping bags, or if items are substituted. **Please note that your card will only be charged on either the day before or day of delivery. Naturally, the payment didn't go through right away, but was going to go through on Monday, 9 December 2019 (day of delivery) or Sunday 8 December 2019 (day before delivery). At 22:30 on Sunday 8 December 2019, The payment got processed and flagged as suspicious by Standard Bank Anti-***** department. Standard Bank gave sleeping me a couple of minutes to confirm that I am actually buying something from PnP at 22:30 on a Sunday night, which I obviously missed since I was sleeping, as stated above. The transaction got summarily reversed and my order got cancelled immediately or shortly thereafter. By the time I (and I suppose most working adults) woke up, this was all water under the bridge to Standard Bank and Pick n Pay - "this fellow dared to let his guard down in the 48 hour window that we at PnP declared to collect his cash; he is not worthy of our discounted refrigerator". I called the customer service line just after 8:30 on the Monday morning, trying to rectify this, but they were having none of this - how dare I try and have them honour the agreement we had where I authorised them to take money from me, the Wednesday before, in good faith that they will deliver the item I asked for. You snooze, you lose; quite literally.
All I am asking for, is for PnP to honour our agreement and let me have my refrigerator for the amount we agreed upon before I went to bed on thet fateful Sunday night and the whole deal went sideways. The R3000 discount on the item is not even a dent in their balance sheet, but it is a train smash in mine.
Thank you for contacting Pick n Pay.
Please note that the payment failure response from the bank was Do not honor, Transaction failed, please contact your bank.
Kindly be advised the we pick and process orders after hours so we cannot delay this due to a failed payment and we have limited time to rectify this. Failing this process, would delay all orders due to a waiting for failed payment corrections.
We cannot allow an unlimited amount of time to rectify this as it will impact all other customers orders.
Discounts were only be valid during this time. Discount cannot be used in conjunction with any other discount or promotion or be app**** retrospectively.
Adding an item to your shopping cart does not reserve the product. Items are only secured against your order once picking and invoicing has been completed.
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
Thank you for contacting Pick n Pay.
Please note that the payment failure response from the bank was Do not honor, Transaction failed, please contact your bank.
Kindly be advised the we pick and process orders after hours so we cannot delay this due to a failed payment and we have limited time to rectify this. Failing this process, would delay all orders due to a waiting for failed payment corrections.
We cannot allow an unlimited amount of time to rectify this as it will impact all other customers orders.
Discounts were only be valid during this time. Discount cannot be used in conjunction with any other discount or promotion or be app**** retrospectively.
Adding an item to your shopping cart does not reserve the product. Items are only secured against your order once picking and invoicing has been completed.
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
I understand how top tier companies run their online transactions and am no stranger to online shopping, but thank you for the cut and paste lecture in any case. This feels like a company weaseling themselves out of a deal for their convenience.
It is not too late to fix this...
I understand how top tier companies run their online transactions and am no stranger to online shopping, but thank you for the cut and paste lecture in any case. This feels like a company weaseling themselves out of a deal for their convenience.
It is not too late to fix this...