Disgusting Service

I am so livid with this store's service. I bought a sound bar on the 27th of December 2020 at Pick n pay Hyper in Norwood . It has been giving me issues the 3rd day I bought it. Mind you: this the first time Im using the sound bar, so I was assuming that probably is still new, I just need to give it time.. It might work as time goes on. Weeks went by and the soundbar is malfunctioning. I took it back on the 25th of January 2021 with the hope I will get excellent service as I got when I bought the sound bar and the plasma in the 27th(so technically, it shows that they are happy to receive but not willing to assist when my item is giving problems)

I waited so long to get assistance and until I did the consultant seems like he did not want to assist me and was very hesitant to help me exchange the item. He advised that he will take it to the technical team to check "if it is a technical problem" (so in other words I am lying). His name is Sphiwe by the way. Sphiwe advised that TAT is 21 days or lesser. I told Sphiwe that I hear that but I want to exchange it so when it comes back because it was SUCH A NIGHTMARE to have that item. He advised that it's fine.

No feedback or update was provided until I had to call the store and follow up with them. I received a call from one their rude consultant advising that my item is back, I responded and told them i will come through to change the item then. Note: no one told me what was the problem with item on the first place but I was told to come and fetch it. The consultant sound aggregated and frustrated and said I should make a plan to come through because she will not be available and she is not aware of an exchange. The nerve?! I politely told her that I will come through but I will not take that sound bar because it has been giving me issues and I spoke to Sphiwe and he advised I will exchange. Before she hung up she advised that she will call me back in the next few minutes. No one called so I decided to go to the store, this time I'm done, I want my money back because I was done with the store staff attitude and how they responded to my query.

I got to the store I luckily saw Sphiwe and I told him that he did not get back to me as advised and i have to make follow ups. What's best is that I can get my money back purchase else. He walked away and said I'd rather speak to his manager.

The "manager" by the name Kenny came through and I explained the whole issue and how fed up I am. And with his shocking response he arrogantly asked what are the CPA protocols are. I responded to him by saying no I don't know, tell me ( since he knew better than I do and he works with these things). He advised that I should've came through within 14 days when it was giving me issues. MIND YOU: NO ONE EXPLAINED ABOUT THE 14 DAY RULE TO ME WHEN I BOUGHT MY PLASMA AND SOUND BAR. SECONDLY, HIS STAFF PROVIDES DISGUSTING SERVICE WHEN I ASK FOR ASSISTANCE. He said he will not refund the money to me because he needs to speak to the supplier first as PICK N PAY is also a client and they don't want to stay with something that does not work. My question is: WHY IS IT MY PROBLEM? I BOUGHT THE ITEM AT PICK N PAY NOT TO THE SUPPLIER. He said he will get back to today. Again, I have to follow up and advise how far is the progress, they place the phone hold and it drops. I'm mentally strained..

I HAVE NEVER EXPERIENCED SUCH DISGUSTING SERVICE!!!!! I want my money back . Stupid idea buying there.. I should've bought at Takealot as they never gave me such revolting service.