Zaakirah B

Cancelled Order, No Resolution, Weeks of Being Ignored

I am extremely disappointed with the handling of my complaint by Pick n Pay ASAP and PnP Clothing. I placed and paid for a promotional clothing order through the ASAP platform, with all items reflected as available at checkout. After payment was processed, the entire order was cancelled due to alleged stock issues. No attempt was made to partially fulfil the order, provide alternatives, or honour the promotional pricing. What has been even more frustrating is the manner in which the complaint has been handled thereafter. Over the course of more than a month, I have sent numerous detailed emails requesting explanations and a reasonable resolution. Despite this, I have only received generic responses, repeated promises that the matter has been “escalated,” and assurances that feedback would follow. To date: * None of my key questions have been properly answered; * No meaningful resolution has been offered; * No accountability has been taken for the apparent system failures during the promotion; and * Communication has now effectively stopped altogether despite continued follow-ups. One of the responses even acknowledged that multiple customers experienced similar issues and referred to the application being in a “beta phase,” which is concerning given that customers are expected to place real orders and payments through the platform. The most disappointing aspect is the complete lack of customer care and accountability from such a major retailer. A straightforward complaint has been allowed to drag on unresolved for weeks with little to no meaningful engagement from management or the relevant department. Customers should not have to continuously chase a company for responses while being ignored after raising legitimate concerns regarding cancelled paid orders and lost promotional pricing. I expected far better service, communication, and professionalism from Pick n Pay.