Pick N Pay Northgate

Dear Pick n Pay Leadership,

I am writing to express my disappointment regarding the poor customer service I received at your Northgate store and the handling of a warranty claim on a Russell Hobbs iron that I purchased in January 2026.

At the time of purchase, I was informed that the product carried a 12-month warranty and could be returned should it develop any faults within that period. Unfortunately, the iron has stopped functioning completely and no longer heats up.

On 10 June 2026 at approximately 18:45, I visited the Northgate store to seek assistance. I initially spoke to a supervisor who was unable to assist and later referred me to a store manager. During our discussion, the manager informed me that the iron would need to be booked in for repairs. When I asked how long the repair process would take, he repeatedly stated that he did not know. After further discussion, he advised that it could take up to 21 days.

I find it unreasonable that a household appliance such as an iron would take up to 21 days to repair, especially when the product is still under warranty. More concerning, however, was the manner in which I was treated. The manager showed no empathy for the inconvenience caused to me and my family, offered no apology, and at one point stated that I was wasting his time. As a customer seeking assistance, I found this treatment unacceptable and deeply disappointing.

I even indicated that I was willing to upgrade to a more expensive iron and pay the difference, but this option was dismissed without consideration. Rather than assisting me, the manager appeared intent on frustrating the process.

I am therefore requesting that Pick n Pay urgently review this matter and provide a suitable resolution. My preferred outcome is the replacement of the defective iron with a new, fully functioning unit. I believe this would be a fair and reasonable solution given the circumstances.

Should this matter not be resolved satisfactorily, I will have no option but to escalate it to the Consumer Goods and Services Ombud for further intervention.

I trust that Pick n Pay values its customers and will address this matter ***