Appalling behavior of Pick n Pay Chatsworth Staff

I have purchased an Aim 20 litre microwave around August 2021 and it came with a 24 month warranty. In February 2023 the microwave started to malfunction. I called Pick n Pay Chatsworth and spoke to a lady around the 1st /2nd of February to let her know that the microwave is not working so when I bring it in what documents do I need to bring in with, she then put me on hold and came back on the line after a few minutes and said that I cannot bring the microwave back to the store as there is only a 1 year store guarantee and that I need to take the microwave back to Aim.

I then called Aim and explained the issue to Nikki who confirmed that this was not the case as the store needs to book the microwave in for repairs as it is within the 24 month warranty period, that’s also according to my knowledge and in terms of the Consumer Protection Act. I have studied the Consumer Protection Act and I did not come across the part whereby if a product is still under warranty and I have my proof of payment that I must be liable to book in the product for repairs. This Pick N Pay staff will show me where this is stipulated as such in the Act!

A few days later my brother took my mum to Pick N pay Chatsworth to hand over the microwave to book it in for repairs. She spoke to 5 different “managers” who told her the same mis-leading story that the microwave needs to be taken back to Aim. KINDLY NOTE im in Durban and have to take the microwave to Johannesburg myself for repairs. Sounds like a joke right?

Eventually the so called departmental manager I’m not sure of his name either Sibusiso or something came along and told my mother the same non-sense story. My mum told him that there was as email sent from Aim by Nikki who advised them that they need to book the microwave in for repairs. He told her he will go check for that email and took almost 45 minutes to come back to her and eventually booked the microwave in for repairs. Mind you my mother is a chronic heart patient and hypertensive, a pensioner that have suffered 2 heart attack and a stroke in recent days and had to stand in the store for such a long period of time due to dim wits that don’t understand the basics of the Consumer Protection Act and why did it take this departmental manager almost 45 minutes to go check and read a short and simple email, what was he doing in that period of time? There is cameras in the store and a time and date stamp as to when the microwave was brought in and that footage needs to be looked into. How does one reach a managerial level with this low level of competence?

The microwave was repaired after a month as Aim had to wait for parts and on the 31st of March the microwave was returned to Pick N Pay Chatsworth. There is proof of this by means of the job card and it was signed and stamped by Pick N Pay.

On the 2nd of May I called Aim to find out what’s the delay with the repairs, why so long. To Nikki’s surprise, she was not aware that I did not receive my microwave as yet! She did contact the store and requested to speak to the store manager Bruce Govender whom to no surprise was not available as he was in a meeting, mind you to date he is still in a meeting as I called the store today 10th May and was advised of such. An email was sent around the 2nd of May for him to contact Nikki to date and no surprise he has not made any attempt to respond to her email or return her call. How does Bruce know what’s in his store and what’s not in his store? How does he account for stock losses if his this inactive and semi-conscious? I’ve read about 1000 managers getting retrenched and I hope Bruce is on that list, he’s useless!

A week later I called Aim again and spoke to Nikki, she told me she will contact the store and revert back to me. She did call and spoke to Sandra and advised her of what’s going on. Sandra said she will deal with the issue. To date this *********** staff has not tried contacting me in any way.

I’ve called Nikki again today to advise her that to date I have not been contacted by anyone from Pick N Pay, she told me she will contact the store and revert back to me. About an hour later I got a call from the departmental manager Sibusiso or whatever his name is who asked me again what microwave is it and how many litres is it! How could he have called me without even knowing this information? Then he goes on to say that we have been trying to call you but there was no answer, which is a blatant lie! Why would I not answer my phone for over a month and why would I have been contacting Aim? First of all he did not show any remorse of was not ever apologetic at all. Secondly who is ‘we’ he knows damn well that he did not call me, my number and my mum’s number was given to him when the microwave was booked in. I did tell him not to lie to me there was no reason for me not to answer my phone and that I will be contacting the consumer council with this issue. While I’m speaking he speaks over me and says “YOU CAN GO WHEREVER YOU WANT TO”! YES THAT’S RIGHT A DEPARMENTAL MANAGER!!! By this point it’s only human for me to be irate and used profanity on him. He will not speak to me in that manner or tone, I did not drag him to work at Pick N Pay. He literally dropped the call in my ear! Yes this is the behavior of staff at management level at Pick N Pay Chatsworth.

I am not accepting that microwave back; I have lost out on the warranty while it still is sitting in the store for over a month due to incompetence and stupidity of Pick N Pay staff. This is no fault of mine and I am unfairly prejudiced. I will go the legal route if I have to but one thing I do know is that I want to be compensated for the loss of my warranty and the numerous phone calls and time that I took to try and resolve this. This story will also be going on every social media platform, Hello peter and one thing I am certain of is that I am not the only one to be complaining about the staff members attitudes in Pick N Pay Chatsworth, below will be screenshot of another customers review on Facebook.

Last year in November I went to the store to buy a cellular phone, the lady at the counter is literally sitting and talking her personal stories on her phone and made me stand there for about 8 minutes! I walked out the store and got the phone from another retailer. That was a loss to Pick N Pay. As for Usha you would swear she has shares in Pick N Pay her attitude stink, she’s quite elderly and I’m not sure if she’s passed the sell by date. The other revolting staff member is Arshad yohh at 1st I thought he’s Raymond Ackemans heir, absolutely unfriendly and frustrating to ever speak to. With that being said I request that this mail be forwarded to Raymond Ackerman, one way or another I will contact him via Attorneys if I have to. Pick N Pay’s name has now been brought into disrepute due to staff members like this and someone has to be held accountable.

I did try contacting the regional manager Aktar and also Alesha today via phone call and to No surprise at all, they were both unavailable! Does Pick N Pay Managerial staff ever work or is there millions being wasted on salaries? This is quite questionable.

This is quite far from where this ends. I want this issue resolved immediately. This is really unacceptable and this is not the way to treat customers at all. Pick N Pay staff should ALL hang your’lls heads in shame!!!!!!

Today Sandra from Pick n Pay calls Niiki and asked her to call me to tell me to fetch the microwave, like howuch more disgusting can this behavior get?