Absolutely disgusting service

On the 23 November 2023 at 11:09am I made a purchase using the PnP ASAP services to buy a Goldair Digital Airfryer 6.5l. On the the 25th of November I decided to open it to utilize it, to my despair I found that this object contained a health hazard which was rust on the grid that goes into the airfryer before usage.

With frustration and complete disappointment, I decided to contact the Call Centre.

I spoke with a lady by the name of Nasiphi, who told me that I need to send a picture of the rust, which I then immediately did, butnever got a response back from her.

On the 27th of November I had to send an email again to Nasiphi requesting feedback from her and got no response back.

On the 28th of November, I called the contact center again and spoke to Nolwande who stated that my complaint was not categorized as "high priority" hence the delay in actioning my complaint, she then informed me that she has now categorized it accordingly.... So me being a patient and calm customer I wait for someone to get back to me even though this issue is an extreme health hazard...

On the 29th of November I received an automated response from Phumza saying that my complaint was logged and escalated and that was it.

Once again due to no response on the 30th of November I call the Contact Centre again and at this point I cannot even remember who I spoke to, but all of their calls are recorded so they should have a record of it.. After the call I only get a response on the 1st of December from Chanelle Kamfer via email once again asking me if they can arrange for collection. I responded to her stating that PnP will need to bring me the exchange product then only I will return the damaged one, shePhumza sends an email the same day again insisting on arranging the collection and I had to reiterate what I had told Chanelle to him. Phumza then sends me an email stating that it was a black Friday special and the store no longer has stock which I believe is lies, in any case when I lodged the complaint the product was still fully available at the store and if they had dealt with my complaint with a sense of urgency It could have been replaced as this was an item I really wanted and was not about to pay double the price for the same item when they could easily just bring me a replacement.

I informed them that they can only collect if they have my item to exchange as they are unreliable and have given me very poor service.

To my surprise they still send a driver out to collect.... The driver called me and I told him I am not returning the item if he does not have the replacement, he was then rude and spoke to me about process and at this point I am very agitated as my instructions were clear and I refused to send back the item because I know they would have just refunded me which is what I never wanted.

The reason I took the Item was because it was on special plus I've been waiting for the price to drop as I really wanted an airfryer and Icould afford R899 but R1899 was completely out of budget for me and all I wanted was a replacement even if it was another brand but the same size as the one I took, it would have been okay, but all I got was absolute poor service and complete disregard as a consumer. After not returning the item I have received no response on a way forward.