Pick n Pay / DPD poor service

Bought a KIC 170L Grey top freezer fridge from PnP online on the 12th of Dec 2025. I received delivery of the unit today 17th of Dec @ 11:45. The courier/transport company PnP uses are DPD Laser. The unit come to me delivered in an enclosed bakkie, lying flat on the floor. There was no reason for the unit to be lying flat as the vehicle canopy are a high-top canopy, and the fridge are not that tall. When I asked the one guy from DPD why they deliver it lying flat, I was told that the fridge will fall over. Firstly, as a courier or transporter you need to tie down items to prevent from falling over. He explained to him "common sense" that you under no circumstances lay down a fridge as it can cause problems with the fridge, i.e. oil leakages. He then has the audacity top tell me I must not plug in the fridge for 2 or 3 hours seeing that it was laying down. It's unacceptable, you buy something, you paid for it, you must be able to use it.

I made a note on the paper when I signed stating: "fridge was transported laying down" I immediately phoned PNP on the number they provide when you do online purchase. ***. They could not help me and had to transfer to PnP Online. I then phoned them when I got the direct number ***. I spoke to a representative "Ceenat" at roughly 12:15. I was told not to unwrap the fridge as she will escalate it, and someone will get back to me today. @ 16:32, I phoned again as no one came back to me. I then spoke to Linda and she advised that "online" or "home" will get back to me when they have someone to take the query. Wow, what a service. I requested the number for the correct people to speak to, and Linda said she can't give me that information. but said she can give me a reference for the call. ***. I requested to speak to her manager. It's now 17:26 and I am still waiting. A fridge that are paid for and wrapped and I am not sure if I can use it.

Seeing that this is the service of the brand PnP, I now telling them that I will unwrap the fridge and use it. If it does give problems in 3- or 6-months' time, you will collect the fridge on your expense and replace it and not fix it. If this is the type of service you provide, it's clearly why you use transporters/courier like DPD.