Disgusted

Good day, 28th January 2017 – made an ONLINE purchase with Pick n Pay – this consisted of perishable items and a MELLERWARE VISION KETTLE. This was delivered to my home which my kids received. February 2017 – We moved house and the box for the kettle was misplaced / thrown. June 2017 – the kettle started to switch off before reaching boiling point. After leaving it a few hours it would work 04th July 2017 – It completely stopped working 05th July 2017 – We took it to both Pick n Pay Cresta and Pick n Pay Northcliff. They refused to exchange it because we didn’t have the box. 07th July 2017 – I contacted the supplier – Creative housewares ( Katrina ) to which she stated that all they needed to do was swop the kettle and place the damaged kettle into the box they had. Which meant – I will get a kettle with no box. 07th July 2017 – I contacted Solly ( assistant manager ) at Pick n pay Cresta. I advised him what the supplier said......he then stated that he can’t exchange it because he doesn’t stock it. I furthered to tell him what the supplier said......to which he said they are not his suppliers. He doesn’t have a supplier with that name. He said that I purchased it online and I should take it up with them. I then sent an email to Pick n Pay on their online site.......to date I have NOT received a response. 08th August 2017 – I sent the supplier an email, to which I received an immediate response. She also the called me to advise me that I can take the kettle back to Pick n Pay and speak to Dolf – he will exchange it as she has already spoken to him. 09th August 20017 – When I went in, Dolf was not in. Another manager Tshepo assisted. I provided him proof of purchase ( NOT A RECEIPT AS THIS WAS ONLINE ). He said online is closed. I asked him to contact Dolf – he said he will need an actual receipt. He said that he will contact me on Thursday. So I left the kettle with my details. BUT NOBODY CALLED 13th August 2017 – I called and spoke to Tshepo – he said he has been trying to call me but I never answered............if this is true............have you ever heard of voicemail or maybe text message, better still email?????????????? He now stated because I only have printed confirmation, he cannot assist me. Said that he tried with Pick n Pay online and they are unable to provide him with a transaction number. The actual receipt cannot be found on their system. I TOLD HIM THAT IT WAS PURCHASED ON MY SMART SHOPPER ACCOUNT AND IT IS THERE WHEN I LOG ON. He then said that he can’t assist me, I need to fetch the kettle and take it to Pick n Pay Greenstone – that is the online store it was delivered from! I really was fuming at this time........it was very strange that the kettle would be delivered from Greenstone and I live in Bergbron!!!!!!!!!!!!!!!!! I hung up. Then I called online. Nishan assisted me with a transaction number...............WOW........WAS THIS TRUE........AS THE MANAGER HIMSELF WAS UNABLE TO OBTAIN IT!!!!!!!!!!!!!!! He provided me with a transaction number and asked me to have it re-printed at a store. I then called Cresta, told them I have the transaction number and I need a reprint. Provided her with it. At the beginning of the call, I stated I NEED AN ONLINE RECEIPT RE-PRINTED. She took the transaction number and asked me to call in 5 minutes as she needs to source the invoice. Which I did........ she says............sorry I can’t pick up any transaction on that reference. I shouted and said its bought ONLINE.......... Just wait for it........”oh, I can’t pick up online transactions”. Gosh, is there something wrong with you!!!!!! COULD YOU NOT LISTEN THE FIRST TIME???????? By this time I am thinking.................all the staff, including managers HAD A CAN OF STUPID FOR BREAKFAST???????????????? I then called online AGAIN........explained the story all over again. Held on for 12 minutes before I was told that the store that delivered it was Pick n Pay Woodmead! She told me that if I take the transaction number to Woodmead, they will print and exchange ( just mind you.....Tshepo said Greenstone, online is saying Woodmead – these are on opposite ends ). I didn’t believe it was that simple, because clearly its now more than a month and nothing has happened. So I called Pick n pay Woodmead and spoke to the Manager, Larry. He was polite and said “Yes, sure, just bring the kettle with the transaction number and I will sort it out for you........BRILLIANT...............SOMEONE THAT FINALLY HAS COMMON SENSE GROWING IN HIS GARDEN. In saying all the above – my kettle is still at Cresta. I have made 3 unnecessary trips to Cresta and Northcliff. I have made numerous calls, wasting airtime, speaking to people that know nothing. How did they even land themselves in those positions when they don’t even understand SIMPLE ENGLISH or go the extra mile. How was MANAGER NOT ABLE TO LOCATE THE TRANSACTION NUMBER YET I, A CONSUMER CAN CALL AND OBTAIN ONE??????????? Since July I have been using a stove to boil water........how convenient is that??????????? Especially in winter....................... In order for me to resolve this.........I need to fetch the kettle from Cresta ( 4th trip ) then take it to Woodmead ( 5th trip ). But what guarantee do I have that this will be sorted there? Pick n Pay needs to get more trained staff that understands.....and more than that.....go the extra mile. Not sit on their asses expecting information to fall on a silver platter!!!!!!!!!!!!!!!!! Just imagine if I had taken Tshepo’s word for granted.......I would of drove all the way to Greenstone but they would not be able to assit!!!!!!!!!!!!!!!!! Can you urgently look into this and have someone knowledgeable sort it out. I can’t understand why an ONLINE customers needs to be shoved from pillar to post.........when in the 1st place, I BOUGHT ONLINE BECAUSE OF CONVENIENCE!!!!!!