Urgent compliant - outstanding refund for order 47692

Dear Spar2U Support

I am writing to formally lodge a complaint regarding my recent order placed via the Spar2U app with Linton Grange TOP Spar in Port Elizabeth. • Order number: 47692 • Order placed: 14:15 on 12 September 2025 • Order delivered: 16:38

The order (two bottles of wine and two bottles of cider) was charged in full at R205,90. However, several issues arose: 1. Excessive Delay: The order was delivered more than two hours after being placed. At 16:00, I called the store to query the delay, only to discover that no one was aware of the order. It was only after my call that the order was prepared. 2. Poor Service Handling: When I raised the issue, the manager informed me that she “only deals with Uber Eats orders” and showed no urgency in resolving the matter. This was both frustrating and unprofessional. 3. Missing Items & Refund Issue: The delivery arrived without the ciders, as they were apparently out of stock. Despite this, the full amount of R205,90 was debited from my account. I was told the refund of R55,90 (for the ciders) would be reversed within 7 days. It has now been over a week, and no refund has been processed.

This experience has left me extremely dissatisfied. The order process through Spar2U has proven unreliable, the store staff negligent, and the handling of refunds unacceptable. Funds are debited instantly, yet refunds are delayed indefinitely without accountability.

I request that my refund of R55,90 be processed immediately. In addition, I urge Spar2U to review both the app order-handling process and staff training at this store to prevent such poor service in the future.

Please confirm once the refund has been processed.

Kind regards, Noxolo Mali *** / ***