Pick n Pay Online sold me a faulty product and refused to resolve it

I purchased a Vuse Go 1000 via Pick n Pay Online on 12 January 2026. The device was lightly used, failed within days, and still has liquid inside.

I contacted customer support and provided proof of purchase and photos. Their response was that I must return the item to a physical store for assessment.

I explained that I do not have the means to travel to a store, which is exactly why I use their online platform. Despite this, they refused to offer any alternative solution and effectively closed the matter.

R110 might not be a big amount to a corporation, but it is meaningful to me. More than the money, this is about being treated fairly as a customer who purchased a faulty product through their own system.

This experience has been deeply disappointing and shows a complete lack of customer care when circumstances don’t fit neatly into policy.

I expected better from Pick n Pay.