Utter Disappointment and Frustration with Service

Dear PnP Customer Service Team,

I'm writing to express my extreme dissatisfaction and disgust with the appalling service I received from your call centre staff regarding an order placed at the Musgrave store. The sequence of events that unfolded is not only unacceptable but also demonstrates a shocking lack of empathy and understanding towards customers.

I placed an order around 3:30-4 pm with an expected delivery time of 4:30-5 pm. Imagine my frustration when I received a call at 7:30 pm informing me that my order would be cancelled due to driver issues. The agent failed to offer alternatives such as in-store collection or rescheduling the delivery for the next day, despite my explicit request.

When I escalated the matter to Shalton and his manager Michaela who sent me from pillar to post, they seemed unconcerned and unhelpful, offering only a promo code as compensation. I requested a refund and a load onto my Smart Shopper account, which was the least they could do considering the circumstances.

What's infuriating is that this wasn't just any order; it was for my daughter's school essentials, and I've been struggling financially. The cancellation has caused undue hardship, and I'm appalled by the lack of customer-centric approach.

I demand a thorough investigation into this matter and request that the refund be processed immediately, with the amount loaded onto my Smart Shopper account. I'd appreciate a prompt response regarding the actions you'll take to rectify this situation.

My order details are: - Order: *** - Date: 04/04/2026 - Store: PnP Musgrave

I'm expecting a resolution ASAP.

Sincerely, [Your Name]