Pick n Pay Southern Centre

I started studying in 2019 and needed a laptop. In February 2019 I bought an HP Laptop from Pick n Pay Southern Centre Bloemfontein. It was a wonderful laptop and the service was very good but in Oct 2019 they broke into our house and stole the laptop. On the 16th of November, I went back to Pnp Southern Centre to buy an HP laptop because I was happy with the service and the previous laptop. The sales lady showed me a laptop that cost a little bit less than the previous one but assured me it was exactly the same, she also told me that the mouse was included. When we got back home there was no mouse in the box. I left it because I needed the laptop for my studies and with the money I saved I could buy another one. After 3 weeks the laptop started making a clicking sound when you opened it. (Please note that only I am using the laptop and since I bought it I never took it anywhere ) On the 16th of December 2019, I took it back to PnP Southern Centre with my till slip and packaging. They contacted the sales lady who assisted us with the initial sale and I showed her the problem and asked her to please refund me as I am using it for my studies and need the laptop. I also mentioned to her that I will buy another laptop from PNP. The sales lady took my husband to the manager. On his return, he informed me that they insinuated that they don't know what we did with the laptop so they need to send it in for repairs. I was not satisfied and I insisted to speak to the manager. I explained everything to the manager and since it was only a month after we purchased the item I asked them to refund my money. The manager contacted another manager by phone and I explained the situation again requesting a refund ( at this stage I was also not happy anymore and the manager started shouting at me and I gave the phone back to the other manager.) They phoned the General Manager and I explained my situation but with the same response - I need to send it to repairs. I can understand if the laptop was 5 months old but giving problems after a month is really unacceptable. This indicates that the product that they sold me was not of good quality and definitely not the same as the previous one as indicated by the saleslady. Needless to say, I had to give it in for repairs and I am waiting for a response. The General Manager told me that I would have feedback within 2 days. This is not good customer service and a really bad experience. I am waiting to see if they will respond within 2 days but I don’t think it is likely.