Are our funds safe at Spar???

Extremely frustrated with SPAR Ridgeway and the SPAR app

This is unfortunately not the first time I’ve had an issue with SPAR Ridgeway, and I’m now seriously questioning how reliable the SPAR app is when it comes to orders, refunds and payments.

On a previous occasion, I placed an order and several products were missing from my delivery. I was not refunded or contacted about the missing items. I eventually had to call and follow up myself before anything was done.

More recently, I placed an order of approximately R483. The order was delivered, and then two days later the money was deducted from my account and subsequently reversed. This was extremely concerning because it raises questions about how payments are being processed through the SPAR app and whether customers’ payment information and funds are being handled securely and reliably.

Then yesterday, I placed another order with SPAR Ridgeway. It was a small order consisting of cough syrup, milk and sugar. The cough syrup was apparently out of stock, but nobody informed me before or after the delivery. I only discovered that the item was missing when I received my order.

What makes this even more frustrating is that I was charged an amount that did not correspond with the items I actually received, and the receipt I received reflected a higher amount. I have still not received clear communication regarding the refund for the missing product.

I also submitted a complaint this morning after receiving the incomplete order, but there has been no response or proper communication.

My biggest concern is the pattern. Every time something is missing or goes wrong with an order, it seems that the customer has to chase SPAR for a refund or an explanation. There is no proactive communication to say, “This item was unavailable, and here is what we are doing about your refund.”

Other grocery retailers with shopping apps provide updates and communicate when products are unavailable or when adjustments are made to an order. With SPAR, I’m finding the process unnecessarily difficult.

I am posting this on HelloPeter because I genuinely want to know:

Are customers’ payments and card details safe and properly managed on the SPAR app? Why are payments being deducted and reversed days later? Why are customers not being notified when items are unavailable? And why do customers have to repeatedly follow up to receive refunds for products they never received?

I hope SPAR Ridgeway and SPAR management can look into this properly, because this is becoming extremely frustrating and I would encourage other customers using the SPAR app to **check their bank accounts carefully after placing orders and make sure they are actually refunded for missing items.**

I would appreciate a proper explanation and resolution rather than having to chase this up yet again.