Megan A

Wrong order delivered, refund rejected, complaint ignored for over 3 weeks

I placed and order (10 items, R404.98) via the PnP ASAP app on 02 May 2026. Upon delivery, I received a completely incorrect order. Iitems I never ordered were delivered to me and none of the items I paid for were received. I submitted a refund request through the app and received no acknowledgement. When I followed up via in-app chat, I was told to travel to a physical store at my own expense to resolve an error made entirely by PnP ASAP staff - despite the fact that I use the delivery service specifically to avoid having to visit a store and I was unwell at the time. My refund was then rejected via email with no explanation beyond "it did not meet our refund criteria." I then submitted a formal written complaint. The first response I received was a generic template referencing "an incorrect price on a product", completely unrelated to my complaint and still contained unfilled placeholder text reading "iGood day (Customer Name)." A second response from Iviwe on 15 May acknowledged the error and promised that the ASAP Department would contact me. It has now been over 10 days and I have heard nothing except a customer satisfaction survey, which I find insulting given that my complaint remains unresolved. My 7-day resolution deadline has passed. I have engaged in good faith throughout. I am now escalating to the National Consumer Commission and initiating a bank chargeback for R404.98. This is an unacceptable way to treat a loyal, long-standing customer. I have used PnP ASAP regularly and have only ever submitted two small refund claims prior to this, both of which were approved. I just feel like my complaint is legitimate and deserves to be treated as such. Pick n Pay seriously needs to do better!