VERY VERY VERY BAD EXPERIENCE AND UNPROFESSIONAL STORE

Good day,

I’m writing this email with so much disappointment regarding the service I received at Pick n pay Tshwane complex in Pretoria Mamelodi.

Yesterday the 22/10/2025 at around 17:50 evening I place and order on ASAP and the order was accepted by Tshwane Pick n pay and while keeping track on my order at 18:30 it was still saying that my order was packed and waiting for the driver to pick it up.

While waiting after an hour received a call from Jesicca in Cape town at 19:10 to ask me if I have cancelled the order as she was told by the store that I have cancelled the order, advised her I have never cancelled the order and I’m still waiting for it. She advised she will make a follow up with the store and tell them to send the drive. I waited for the order as the status was still the same on the app, I contacted her at 19:34 and she said she is waiting for the store to confirm if they have sent the driver, I called again at 19:50 and she told me that she was advised that the driver will come and deliver and by that time I was supposed to be at church but had to cancel because I was still waiting for my order.

I received a call from Jessica at 20:16 and she advised that the store told her that no driver wanted to deliver the order and I’m just staying 15 minutes away from the store and always order online at pick n pay and never had any issues before with the deliver even from Mr delivery. She advised that the store is closed but they are still checking if the can get an uber driver to deliver for me and that time it was almost 20:30 in the evening and I’m tired and drained from the whole going back and forth with the store and no one at that store bored to contact me and tell me what was happening with my order. The store manager, supervisor and even the person who was overseeing the online deliveries at the store chose to ignore my order that was packed and sitting there with no action.

I really got angry and frustrated and asked Jessica to cancel the order as I’m not going to wait for the driver that I’m not even sure he is coming or not as the store was closed. I received an SMS saying my refund of R 1 027.73 will be processed withing 7 days of which I need that money to but the groceries elsewhere today, I can waiting till then as this is an inconvenience to me and I need those things as in yesterday and I don’t have extra money to buy those things.

I need an answer regarding what happened to my order and why didn’t anyone at the store bored to contact me and explain the situation and come up with the solution. I want to know why people failed to do their duties and no one is saying anything about it. Even today no one bored to contact me to explain and discuss the way forwarded. I need those groceries today I don’t have money right now buy them, if this doesn’t happen, I’ll have to take another step and make sure that everyone knows about this issue, I’ll use all the platforms to make sure I expose pick and pay Tshwane and whoever is under management.