Broken item

*** Refusal of a broken item Formal Complaint Regarding Defective Item and Refusal to Assist Dear Store Manager, I am writing to formally lodge a complaint regarding the poor service I received at your Pick n Pay store located at Thembi Mall, Tembisa. On 18/03/2026, I purchased an item from your store which has since been found to be defective. Upon returning to the store to request assistance, I was disappointed to be informed that the store would not replace or refund the item on top of that they never checked the item before it left the store to ensure that its in a good state. I would like to bring to your attention that, in terms of the Consumer Protection Act, customers are entitled to a refund, replacement, or repair of defective goods within six months of purchase. The refusal by your staff to assist me is not only unacceptable but also a violation of my consumer rights. I kindly request that this matter be resolved urgently. My preferred resolution is a refund/replacement – choose one, and I expect this to be handled without further delay. Please treat this matter with the seriousness it deserves. Should I not receive a satisfactory response within a reasonable time, I will have no choice but to escalate the issue to the relevant consumer protection authorities. I look forward to your prompt response. Yours sincerely, Mpho Lucia Nkosi ***