Urgent Formal Complaint – Repeated Service Failure and Request for Compensation (Order #***)

I am writing to formally raise a serious complaint regarding the unacceptable and repeated poor service I have experienced with Pick n Pay ASAP, specifically from the Meadowlands store.

I placed my order (#***) before 7:00 PM, with delivery scheduled for approximately 8:00 PM. However, I later observed that the order had been waiting for a driver for over 30 minutes making it clear that it would not be delivered within the promised timeframe.

Due to the urgency of the items, I drove to the store to collect the order myself, incurring additional petrol costs. Upon arrival I was directed to the receiving area and escorted to the ASAP counter. Initially staff appeared willing to assist however after contacting the manager, Kgomotso I was informed that I would not be allowed to collect my order and that it would instead be delivered the following day.

This decision was unreasonable particularly given that the delay was entirely on the store’s side. I then spent approximately 20 minutes trying to explain that I urgently needed the items for my children’s school lunch the next day. Despite this I was met with a dismissive and unhelpful attitude with no attempt made to provide a practical solution.

After this unnecessary delay a driver eventually became available which clearly indicates that the situation could have been handled more efficiently and with greater consideration.

Furthermore, this is not an isolated incident. This is the third time I have experienced such poor service from the Pick n Pay Meadowlands store, where orders are not delivered within the stipulated time and are instead postponed to the following day. This pattern is unacceptable and reflects a consistent failure in service delivery.

This experience demonstrates a serious lack of customer care, accountability, and effective problem-solving.

As a result, I expect the following:

A detailed explanation for the handling of this matter and the refusal to release my order Appropriate compensation for the inconvenience, wasted time, and additional transport costs incurred Assurance that corrective measures will be implemented to prevent similar incidents in future