Bad customer service

Dear Sir/Madam

On the 25th of April, I purchased a Goldair Quartz heater for R179.00 at Willowbridge, Pick n Pay supermarket in Western Cape.

The bottom bar broke on the 15th of April and I returned it back to Pick n pay on the 16th of April and received a new one, same model. Patricia Barends or Jo-Marie Mitchell (not sure of her name but she's the supervisor there if I'm not mistaken) was very kind through this whole process and even told me which receipt to keep safe just in case the heater gives me problems.

Yesterday (25 May), the bottom bar of the second heater stop working so I decided to return the heater because obviously this is a factory fault.

As I entered the store she asked if I experienced the same problem again and I agreed and then I proceeded by saying I'm going to take a new one but a different... Before I could even complete my sentence, she responded with a bad attitude that she's just going to give me my money back.

I then calmly explained that I want to get a new model because clearly there's a problem with the current brand, her colleague (I didn't get his name) explained the same thing that I explained to her.

She then, again, with the worst attitude, said I must go look for a new heater myself. I then asked if there were any heaters left and she said, in a really dismissive way, she doesn't know.

I then went to look for heaters but they were out of stock. I returned back to Patricia or Jo-Marie and she returned my money but in a very rude way.

Now, I understand that people are currently under pressure, uncertain and fragile, but we're all experiencing the same thing. I cannot and will not accept that as an excuse for a bad attitude towards a customer. I'm greatly disappointed, simply because I always buy at that pick n pay and I got treated the way I did. She made it seem as if it was my fault that the heater broke.

Please let me know when and how this issue will be fixed.

Kind regards Nongcebo