Pick n Pay Hyper by Sea Durban North , poor overall customer care service

A follow up on my previous review of PnP Hyper by the Sea Durban North : Marlene called me on Wednesday 20/09/23 to make arrangements to pick up the faulty Defy fridge. (Defy and PnP Hyper by the Sea Durban North decided that they will refund me the monies I paid for the fridge and I can choose another fridge.) By Thursday 21/09/23 the delivery guys Emmanuel and colleague arrives to pick up the fridge. No checking , no paperwork , it was just a pick up and off they go. Fortunately I took pics of the fridge that they collected, their truck and number plate etc since I was a bit concerned there was no signing of handover of fridge. By the 24/09/23 I go in to Pick n Pay Hyper by the Sea Durban to meet up with Marlene to process my refund. She asked us to wait at the Returns counter while she go and speak to Wendy (the Appliance department Manager). We waited a bit and after a while Marlene comes back to inform me that one shelf is missing from the fridge their delivery guys picked up. Keep in mind the PnP Hyper by the Sea delivery guys assigned to pick up the fridge did not check anything on pick up , no paperwork etc. Also remember this fridge is by their store since the 21/09/23, anyone could have taken the so called missing shelf. I asked Marlene to please show me the fridge. Marlene takes us through to the area where the fridge was kept , accessible by many other staff as well. Anyways Marlene finds the missing shelf in the fridge. We then moved on to the returns counter. The reception overall was 'cold' and sulky . Wendy the Appliance department manager did not even greet or acknowledge our presence. None of the PnP staff ( Marlene or Wendy on 24/09/23) apologised for any inconvenience caused etc . Customer care service totally lacking and very poor all round. It was all stiff and cold body language from them and I felt it was just to get me out of the store. I am very grateful though that they gave me a refund. Thank you and well done for that.