No service on online returns

I refer to my review below on the lack of service from Pick n Pay online orders. After my review they were quick to send me a mail stating they are looking into it in a serious light. Difficult to believe as it has been another 5 weeks and still no feedback. I sent in a faulty kettle for repairs on 19 July 2020 and have not received any feedback, replacement, or refund. This is beyond ridiculous!

Appalling service on online returns Tired at not receiving service/response from Pick n Pay. I purchased a kettle online in November 2019 and collected from Pick n Pay Hypermarket Brackenfell on 15 December 2019 (this was the first available date). I only started using the kettle in January, but in May 2020 the base blew and tripped my power. With lockdown starting to gradually ease up I finally got a chance to take it back to them in July. When I got there they sent me from the information counter to the repairs counter who, when I told them it is an online order, told me I need to go back to information as they need to call someone from online. They called someone from online and, when they found out the item is older than 6 months, they sent me back to repairs where I waited for an hour before someone came to assist me - this only after my husband went to ask for a manager. This all took place on 19 July 2020 and I was advised they would get back to me in 2 - 3 weeks. I didn't received any feedback from them until I called them on 28 August 2020 when Zandile said she would look into it and call me back. On 2 September 2020 I called and spoke to Zandile again and she apologised for not getting back to me and insured me she would call me back in a short while. I called again this morning and was told Zandile is not there today, but after listening to my explanation, told me her manager would give me a call. I told her that if I don't get feedback by 12:00 I would take it further as they are not getting back to me. It has been 7 weeks with no update as of yet!