Brand's performance
1.5
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
0%
Average Response Time
0%
Solution Rate
0%
Average Ratings
10%
Customer Retention Rate
0%
Category ranking
Supermarkets - Large Retail
1 Shoprite 27.9
2 Makro 22.3
3 Spar 18.3
...
Pick n Pay1.5
Retailers
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Pick n Pay - Failure to resolve missing items complaint

No resolution
1/10
LELANIE ROBERTS BAXTER
LELANIE BAXTER filed the complaint
26 September 2023
REF: 925077
I am writing to draw your immediate attention to a serious issue with my recent online order, #0026459670. I am deeply dissatisfied and disappointed with the service I have received.

The primary issue I wish to highlight is the missing and incorrect of items in my order. Specifically, I ordered Snowflake Self Raising Flour as part of my purchase, and it was noticeably missing from the delivery. The pocket tissues was displayed as a pack containing more than one small pack, I was only supplied with one individual pack.

I reported this issue promptly on the 8th of August and was told that a refund would be processed. However, it has now been an unreasonable amount of time, and I have yet to see any sign of a refund or any meaningful effort to resolve this matter.

I must stress that this level of negligence and delay in rectifying such a simple issue is entirely unacceptable from a reputable company like Pick n Pay. As a customer, I expected a much higher standard of service.

I demand immediate action:

Immediate Refund: I insist that you process a refund for the missing and incorrect items without any further delay.

Explanation: I deserve a clear and concise explanation for the extraordinary delay in addressing this issue. Such negligence is inexcusable.

Quality Control: It is essential that Pick n Pay reviews and enhances its quality control procedures for online orders to prevent similar issues from happening in the future. I expect a prompt response to this letter, outlining the steps you will take to resolve this situation.

This is a critical matter, and I trust that Pick n Pay will take it seriously and rectify it immediately. My future as a customer depends on how effectively and swiftly you address this issue.
Incident date: 8 August 2023
LELANIE BAXTER
12 October 2023
Still not resolved and not refunded
LELANIE ROBERTS BAXTER
LELANIE BAXTER rated the brand
23 November 2023

Nothing was resolved

This complaint has been considered as not resolved.
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