Bad service

On 18 May I called Pick and Pay Customer Care for information on the possibility of of returning a kettle that's glass broke. It is an AIM glass kettle I purchased at Pick and Pay Illanga Mall in July 2021 which was actually a replacement for a previous glass kettle I bought at Pick n Pay Illanga Mall that's handle disconnect from the kettles glass.

I informed the customer care operator the kettle glass broken and if I could return it. I informed the operator that it is still within guarantee and I still had the box and slip. Without any further question the operator said yes I should go with the kettle to the store and they will assess if can be repaired and if it cant be repaired they will give a new one.

On 19 May I went to Pick n Pay Illanga Mall Nelspruit as advised by the operator. They called the floor manager. The Floor Manager looked at the Kettle as send it cant be replaced because the glass is broken and he then said my story wasn't convincing enough. He then mumbled to the guy next to him in siswati thinking wouldn't understand ah 2021 angnekhe. He told me I'm the first person to bring a kettle in with a broken glass. He then told me to call customer care and even offered to give me the number and I should hear what they say. I told him I'm here because I first called customer care and they told me to bring the kettle and he told me call them again.

Now my problem with this is 1. I called customer care to enquire before going to shop because 1. I didn't want to waist time if they weren't going to replace or fix it 2. Petrol is extremely expensive and I didn't want to waist unnecessary money calling a cab to take the kettle back for no reason a trip is R100 to and R100 back (AND LOOK WHERE I ENDED UP OBVIOUSLY WAISTED MY TIME AND MINS CALLING THE CALL CENTRE, WAISTED MY TIME GOING TO THE STORE AND WAIST R200 ON TRANSPORT. I first called for a reason to find out if it was possible and the operator told me it is possible hence me going to the store. 2. Your manager told my story isn't convincing enough. I even said next time I will make sure to record myself when using pick n pay appliances. 3. Your manager sent me to call customer care he was not even shy to offer me the number. In my mind he should of rather called customer care while I was standing there and we could of both addressed the issue together with them. 4. Also I didn't appreciate the store managers comments and attitude. 5. What quality of kettle's does pick and pay sell? First kettle's handle broke less then a 1yr old second kettle glass broken less then 1yr old. Not impressed with quality of appliances, quality of manager and just Pick n Pay as a whole.