My complaint:
I placed an order for over R1700 with ASAP, and included in my order, Hellmans mayonnaise, which I have been battling to find for months. I still had another brand of mayonnaise at home, and kept the Hellmans sealed until the other one was finished, which was about a month later. The expiry date was 2024. I opened it, and the product was off, and not edible. I had spent over R124.00 on the bottle, which is an exorbitant price, but being my husbands favorite, I bought it. I complained to customer service, and was advised to take it to Pick n Pay Epsom Downs, and they would assist me. After being sent from person to person in the store, they advised me that I need to deal directly with ASAP, who would do a credit for me. I then wrote back to ASAP customer service, and was informed that due to the fact that their policy is a 14 days return only, they would not assist. I respect this policy, if it relates to perishable goods, however I do not feel that this is fair in this case. I am hugely disappointed in Pick n Pay, and I feel I am owed an explanation as to why they will not assist me under these circumstances. I see I have the option to attach a photo…. Maponya, the lady who eventually attempted to assist me at Epsom Downs, took a photo and told me I should dispose of the bottle, as they would not need it, she has proof!!!
Suggested solution:
They should either replace the bottle, or refund me. R124,00 to them, out of a R1700.00 order, to keep an existing customer happy, is not a lot to ask. They have lost me to Checkers 100%. The customer service from Checkers far outweighs the zero customer care/service from Pick n Pay
