Pick and Pay Hyper Northgate / Tevo - Poor Service complaint

Copy of the email I have sent to PnP Customer Services on 24 Feb, and have yet to receive a response to!

From: Nico Smith ********** Sent: Sunday, 24 February 2019 6:57 PM To: ********** Subject: PnP Hyper Northgate / Tevo - Poor Service complaint Good day

I am writing this email as I am completely dismayed with the absolute shocking service I have experienced from PnP Hyper Northgate and Tevo!

I bought a Bennett- Read Zoom vacuum cleaner in Aug last year, for my daughter to use at her 1 bedroom flat, while she attends university. This appliance was used minimally to vacuum 1 bedroom’s carpet, 1 x per week, and was not used during the September or Dec/ Jan school holidays. 1st the electric cord retractor stopped working and then the sponge filter started to disintegrate after the 3rd time we cleaned it?!

I collected the appliance from her when returned from holiday and took it back to PnP Hyper Northgate on 27 Jan’19. I insisted that the appliance should be replaced or I be refunded, but the Tevo consultant refused and said it had to be booked for repairs. I then asked to speak to a manager and after waiting for an hour I finally gave up and agreed to book the appliance in. Ironically I had planned to buy to other appliances on promotion from the same store, but decided against this after this experience and proceeded to rather purchase from GAME, including a new vacuum cleaner as we could go without anything. I know from experience that GAME has a NO QUESTIONS asked returns policy and I have now learned my lesson.

It gets worse!! 2 weeks later I get a call from PnP Hyper that I need to come in. I proceeded to go back to the store expecting to pick up the repaired appliance on 10 Feb, but only to find that they have lost the copy of the sales receipt and needed to send this through to Tevo, before the repairs would be completed!? The Tevo consultant apologised and assured me I will get the repaired device the following Tuesday. It is now another 2 weeks later and I am still waiting to receive a call to come and collect!? This is totally unacceptable and you have lost a customer for life!

Please be assured I am turning to social media to warn others against purchasing appliances from PNP!

Proof of purchase and Customer Repair slip enclosed.