Terrible service offered by Pick n Pay

What a terrible experience!!

I've ordered some groceries from your online store on Friday morning. The email that was sent to me confirmed that I could collect from my pick up point PnP Northgate on Saturday between 10:00 - 14:00.

We then visited PnP Northgate 4 TIMES on Saturday, where it was promised to us that my order would be delivered to my house. This did not happen!

On Sunday I called twice where the phone was then just put down in my ear. I then drove to PnP Northgate again (Visit number 5). When I got there, they had to go and look for my order in drips and drabs, after they found some crates brought it to me - still not everything, they had to go and have a look and brought another box with my frozen groceries completely defrosted - STILL NOT MY FULL ORDER THAT I PAID FOR.

I then spoke to the store manager, as well as the person who seemed to be in charge of these orders, that could not assist me further (even though I have not received my full order). They then phoned the regional manager, who took my details and PROMISED me that the remainder of my order will be delivered on Sunday still. Once again they could not deliver on their promises. NOTHING WAS DELIVERED. (They did not give me any of their names either).

No one has called me since and I'm still waiting for PnP to deliver on promises made.

This service is absolutely pathetic, and shouldn't be offered if you cannot deliver on. It initially seemed like a convenient way to shop, but after wasting petrol on 5 trips made, airtime to call on calls that were never returned, having to sit at home, cancelling all my other plans, waiting for the "delivery" that never took place.

What a terrible experience!! And still I am without half of my order placed and paid for. I do not know what to do anymore, as no one is doing anything to assist.

Is this what happens when a brand grows too big and looses focus on the customer.