DISGUSTING SERVICE

I am writing to express my profound disappointment and disillusionment with the appalling service I received from the Arbor Crossing Pick n Pay store on January 20, 2025. The incident in question pertains to the defective AIM fan I purchased from the aforementioned store on December 8, 2024.

Regrettably, the fan has rusted and its 3-speed option functions intermittently. Upon presenting the faulty appliance to the returns department, the salesperson inspected the fan, acknowledging the rust, but subsequently concluded that the fan was in working order after a cursory 120-second test. This perfunctory examination was woefully inadequate, as the issue is inherently intermittent.

When I requested to speak with the store manager, Kuben , I was left waiting for approximately 10 minutes. During my conversation with him, I explicitly pointed out that the item was rusted, which in itself warrants an exchange or refund. Furthermore, I emphasized that the item was well within the 30-day return period, and as such, I was entitled to a replacement or refund in accordance with the Consumer Protection Act (CPA) laws.

During the salesperson's brief absence to locate the store manager, he had left the fan switched on. In his absence, the fan malfunctioned, dropping speed whilst on fan speed 3. This incident unequivocally demonstrates the fan's inherent defects and further substantiates my claim.

Despite my clear articulation of the issues and the applicable laws, Kuben remained obstinate, insisting that the appliance would need to be sent to the supplier for further inspection. His demeanor was arrogant, unprofessional, and utterly dismissive of my concerns. When I requested that he inspect the appliance, he refused to walk the mere 1.5 meters to examine the device, instead demanding that I bring it to him.

When I questioned Kuben about the sales consultant's conclusion that the appliance was working after only 120 seconds of testing, he astonishingly acknowledged that the sales consultant should not have tested the device nor provided feedback, as he was not a trained technician. This admission was staggering, as it implies that the sales consultant's actions were unauthorized and lacking in expertise.

What is even more egregious is that when we reached an impasse, I requested a callback from the Senior Customer Service Manager. Kuben then advised that he would need to escalate the issue to the Store Manager first. It was only then when I questioned him further that he admitted to not being the Store Manager, but rather the Appliance Manager. He had initially misrepresented himself as the Store Manager, which I perceive as *****ulent and a blatant misrepresentation.

In a shocking display of incompetence, it was only at the conclusion of our conversation that Kuben revealed the identity of the Store Manager, Ahmed. When I requested that we involve Ahmed in the conversation, Kuben then claimed that he did not have Ahmed's contact number. This lack of transparency and accountability is appalling, and I demand a full explanation for this gross mishandling of my complaint.

Furthermore, I am appalled by the fact that I had to take time off from work, incurring significant costs in terms of time, money, and fuel expenses, to drive to the store in an attempt to resolve this issue. Despite my efforts, I was met with incompetence, arrogance, and a blatant disregard for my rights as a consumer. The fact that I was left with zero resolution after investing so much time and resources is nothing short of unacceptable.

Specifically, the conduct of Pick n Pay and its representatives has infringed upon the following provisions of the CPA:

- Section 54(1)(a), which states that a supplier must ensure that the goods are reasonably suitable for the purposes for which they are intended. The defective fan clearly fails to meet this standard. - Section 55(2), which requires that a supplier must provide a warranty that the goods will remain usable for a reasonable period. The fan's premature rusting and malfunctioning demonstrate a clear breach of this warranty. - Section 56(2), which states that a supplier must refund or replace goods that do not meet the required standards within a reasonable time. Pick n Pay's refusal to provide a refund or replacement within the 30-day return period is a clear contravention of this provision. - Section 63(1), which prohibits suppliers from engaging in unfair, unreasonable, or unjust contract terms. Kuben's insistence that the appliance be sent to the supplier for further inspection, despite the clear evidence of defects, constitutes an unfair and unreasonable contract term.

I am astonished that Pick n Pay would employ an individual who exhibits such blatant disregard for customers and the company's reputation. This incident has left an indelible mark on my perception of Pick n Pay, and I hope that you will take immediate action to address this egregious lapse in service, provide the necessary training to your staff, and ensure that your customers receive the level of service they deserve.

Totally Disgusted and utterly disappointed

Mohamed Saib

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