Unhappy with service ,ASAP support

Subject: Formal Complaint – Poor Service and Spoiled Items from Pick n Pay ASAP Order (3 April)

I am writing to express my utter disappointment and frustration regarding the service I received in relation to a Pick n Pay ASAP order placed on 3 April.

The order was placed for a gathering we were hosting at home, as we needed to prepare meals. Upon delivery, the driver was extremely rude and refused to assist with the packages.

When unpacking the order, I discovered that one of the bags containing meat products was not in an acceptable condition. The items were slimy and had a strong unpleasant smell, making them clearly unfit for consumption. I am unsure whether the items were kept in the sun or handled improperly during delivery, but they were unusable and had to be discarded.

I immediately logged a complaint through the Pick n Pay ASAP app on the same day and provided pictures of the affected items as requested.

Unfortunately, more than five days passed without any resolution. When I followed up yesterday, I was assisted by an agent named Imraan who was dismissive and unhelpful. He made sarcastic remarks and showed little interest in resolving the issue. I was then asked to provide additional pictures from an order that was placed six days ago, as he claimed he could not view the images already submitted with my complaint.

Today, when I followed up again, I was unfortunately connected to the same agent. When I informed him that I would be escalating the matter and requested to speak to a supervisor, the call was abruptly disconnected.

This entire experience has been unacceptable. Not only did I receive spoiled food that could not be used, but I also encountered a rude delivery driver and extremely poor customer service from someone who is supposed to assist customers.

I expect this matter to be properly investigated and resolved as soon as possible. I would appreciate a response regarding both the quality of the items delivered and the conduct of the customer service agent involved.

Pathetic service of this nature is completely unacceptable from a company of Pick n Pay’s reputation.

I look forward to your urgent response.