Picup and Pick n Pay ASAP fail to deliver

Pick ‘n Pay ASAP and Picup ruined my 3-year-old daughter’s birthday.

What was supposed to be a happy day celebrating my daughter’s birthday has turned sour due to ********** customer service by Pick n Pay and Picup.

I will just copy and paste my email to them here because I do not have the energy to type everything now.

[START]

Dear Pick n Pay and Picup

This is a follow up email to the one I sent earlier today. My request number is (1900600).

Yesterday, 22 July, I placed an online order online that was supposed to arrive between 5 to 5:30 pm same day. It was coming from La Lucia Mall because according to the app that's the one closest PNP to me. It didn't arrive. I figured that it must've been because of the rain and would arrive the following morning, which is today.

Upon waking up and checking emails I see that the order has been cancelled by PNP. There was no tangible reason stated as to why the order was cancelled and no efforts made to contact me as the customer to ask which would be a better option for me between canceling the order or waiting until the following day for the delivery.

I phoned the store to check why, they said the driver canceled it. The store then took my number to get back to me. They got back to me to state that it was canceled because of the rain.

My position is that I did not ask for the order to be cancelled nor was I contacted to solicit my input on the matter as the customer. This is ********** customer service as this has greatly inconvenienced me and the plans I have for that order.

Today is my daughter's birthday. I took leave from work to bake for her and prepare a fun filled day for her with burgers, cake and some dessert. All those things to make this happen were in that order. What's more is that I ordered bread, apples, and bananas for her consumption as well and now I have to deal with a hysterical toddler asking me for fruit which I do not have and I do not have money to place another order or even go out to physically buy these things at the shop with a toddler. It's a great inconvenience and it is causing me distress and taking a toll on my mental health at this point.

I need these things today and will not be able to wait for a refund which will reflect between 3 to 5 days. I need these things today not in 3-5 days. Please kindly treat this situation with the care and urgency it deserves and make a plan for these things to reach my home today.

Thank you.

Warm regards, Nosipho. [END]

To make this worse now Picup has gone back on their word to assist me (See their email, now they say they also can’t do anything)

So, a senior member of the store called me to let me know that they can not assist me with this, as the refund is already in process (I have not received the funds, it takes up to 5 days to reflect). I was also told that the driver from Picup cancelled the order and also **** that the order had not been packed by PNP when he got there. So he says he cancelled because of that and the rain.

I let them know that they are not doing enough to assist me in this situation bearing in mind that I had plans for that order. Pickup seemed like they would be helpful in this situation but have unfortunately also changed their minds and their customer service agents don’t know what to do.

What do I do? I had already started on the dessert last night (see the jelly pics). I was going to layer it with custard and lemon pulp. I ordered soya milk because mixing the custard powder with soya milk tastes better as opposed to just using water. I also ordered lemons to make lemon cake and snacks. Just to make the children happy and mark the day. I was hopeful but it looks like I will have to make a plan c now. This was already plan B. Plan B looks boring for children.