Pick n Pay asap‪!‬ 17+

Buggy

I’m rather surprised that this app is so highly rated. Yes, the service is useful, but the app itself is extremely buggy. Constant error screens, and bad UX makes it a very frustrating experience. Today the app signed me out and I can’t log in again, and even the error screen there is nonsensical.

UX issues and bugs include:
- Search is cleared after you’ve viewed an item in the search results
- Substitutions are cleared if you don’t “submit” them within 5 minutes, even though you have selected substitutions already
- After submitting substitutions, the app always goes into an error state, saying the substitutions were not submitted (when they in fact are), then going back into substitutions list shows an empty, broken screen
- Constant “connection lost” error messages when the error is clearly not network related
- Out of stock notification bombardment. Just send one notification when items are out of stock, instead of one for each item.
- The app takes a long time to update the order state, it at all. I’ll get a notification saying the order is at step B, but when you follow through, the app still shows step A, with no way to refresh the screen.

In general, the app is sluggish, and has low quality imagery too. I assume it was not written natively, but instead with a cross platform tool, and it shows.

Terrible and customer service that made me never shop at Pick n Pay again

I had been a loyal user of this app for nearly a year without a single issue. However, following the most recent major update, my experience took a sharp turn for the worse. I placed an order that ended up being delayed for a staggering 4 hours – something I could understand to some extent. What I couldn't comprehend was the complete lack of communication throughout this ordeal. The driver had to resort to honking to signal their arrival because the app failed to notify me of their progress.

To make matters worse, I had ordered meat, and the app failed to adjust the billing to reflect the actual quantity delivered, instead charging me double the amount for the meat I received. Seeking assistance, I emailed customer support late on a Friday afternoon, fully expecting a response come Monday. To my shock, I received an email on Sunday at around 6pm, requesting a photo of the meat I had received. Then, at approximately 8pm on the same day, I received another email informing me that my ticket had been closed due to my supposed lack of response – all because I didn't immediately reply on a Sunday!

I promptly replied to the email, expressing my dissatisfaction with the unresolved issue, but to this day, I have yet to hear back from them. This level of customer service is utterly outrageous and appalling. I can confidently say that I will never use this app or shop at Pick n Pay again!

Developer Response ,

Hi Mathew, please accept our sincerest apologies for the terrible service received. We are constantly working on improving in all areas of our business. We would like to investigate and assist to resolve as a matter of urgency. Please assist us by reaching out to asapsupport@pnp.co.za with your contact details. Our customers experience is of great importance to us.

Delivery and Order Items

I placed my order today at 10am. Only 3 hours later they arrived. I had a small amount of understanding to the fact that they took so long, but then one of my Items (the most expensive item in my order) was not delivered even though it was ticked off as delivered. When I asked the delivery guy where my other item was, he responded in the most disgusting manner. Accusing me of saying that he stole the missing Item. To which I responded, how does me asking “where is the other item” saying that you stole. And he ended up saying “it’s the way you said it”. The argument escalated to a lot of shouting up until the delivery guy stood up to my face trying to show some sort of intimidation. I ended up walking away because I could not handle the disrespect anymore. Pick and pay eventually refunded me hours later but no assistance was given to the matter of the delivery guy and the disrespect I received. During the time before and after the situation, trying to get in contact with Pick and Pay customer support was a disaster. They declined the call multiple times and didn’t answer for the rest of the calls. I will never recommend pick and pay asap ever again. Them thinking refunding me for the item was enough surely shows their care for customer is next to nothing.

Developer Response ,

Hello Xghubn, We truly empathize with your experience regarding the delayed delivery and the disrespectful interaction with our delivery personnel. It’s unacceptable, and we apologize for the distress this caused. Your feedback on customer support is important. Could you kindly provide your contact details and we an agent to contact you right away to have this matter resolved.