Grocery retailer Pick n Pay's rewards programme, Smart Shopper, and online services are down.
Pick n Pay is one of the largest general retailers in SA, doing battle with Woolworths, Shoprite and Spar for market share in this industry.
In a statement sent to customers yesterday, the retailer said: "We have experienced a delay in making hardware repairs to our system. Online shopping, Smart Shopper (including our kiosks and the Pick n Pay mobile app), Pick n Pay Store Account (transactions and applications) and our Customer Call Centre are affected.
The services were still down at the time of publishing.
"We are really sorry for the inconvenience and hope to have all backup systems up and running as soon as we can."
However, Pick n Pay says customers will still receive Smart Shopper points, although they won't be able to redeem them until the systems are up.
For customers who want to claim their vouchers, the retailer says vouchers have been affected at this time but the company has extended the validity of vouchers by a week to make sure customers don't lose out on the things they want to buy.
Instant Savings are also not currently available but will be as soon as the systems are back up.
For online shopping deliveries, Pick n Pay says existing orders will be delivered. Nonetheless, no amendments to orders can be processed and no new orders can take place until the systems are restored.
"Please note that our Customer Call Centre has also been affected and has limited functionality at this time. They can't log calls, replace cards, update profiles, process online shopping changes or refunds, make manual points adjustments or access account statements during this time," says Pick n Pay.
The Pick n Pay mobile app and in-store kiosks will not be working during this time, it adds.
Pick n Pay introduced Smart Shopper in 2011 with much success. For every R100 spent, shoppers receive R1 back in cash-back points, which were initially valid for three years.
However, on 1 January this year, it introduced a new policy, expiring Smart Shopper points 12 months after they were earned, causing much customer anger.
Last year, Pick n Pay unveiled a new online shopping Web site, citing growth of the online shopping business.
The online retailer offers more than 15 000 products and delivers six days a week, from Monday to Saturday, until 20h00. Shoppers also have the option to collect their groceries, free of charge, from selected Pick n Pay stores across SA.
This Click n Collect service means their groceries are picked, packed and waiting for them, in-store and at the correct temperature, at a time they have chosen.
Share