Pick n Pay review: Pick n Pay ASAP

This is not about a delayed delivery. It is about a retailer taking payment, failing to deliver the goods, and then expecting the customer to carry the financial consequences while waiting several days for a refund.

Pick n Pay has my groceries. Pick n Pay has my money. I have neither.

If a customer cancels an order, waiting for a refund may be reasonable. However, when Pick n Pay or its delivery partner fails to fulfil the order, the customer should not be left without groceries and without access to their own money for up to five business days.

Saying “it’s procedure” is not customer service. Procedures should protect customers, not inconvenience them.

I would like Pick n Pay to explain why customers are expected to finance their operational failures, and what changes will be made to ensure this does not happen to others.