Poor Customer Service and Unacceptable Treatment at Pick'n Pay Fairy Glen

I am writing to express my deep dissatisfaction with the service I received at Pick n Pay Fairy Glen on Sunday, 5th April 2026. I visited the store to return a faulty kettle, which I had purchased from another Pick n Pay branch approximately 30km away. I had my original proof of purchase and comp**** fully with the return requirements. Despite this, I was made to wait at the returns counter for nearly an hour. The assistant manager, Sabina, only attended to me after approximately 45 minutes. When she eventually arrived, I was subjected to an unnecessarily prolonged and uncomfortable process. I was asked excessive questions, and multiple phone calls were made, all of which created the impression that I was being treated with suspicion rather than as a legitimate customer. The manner in which I was handled felt condescending and unprofessional. At no point was there any attempt to reassure me or manage the situation with courtesy and efficiency. Instead, I was made to feel as though I had done something wrong, despite presenting valid proof of purchase. Eventually, the refund was approved, but only after an unreasonable delay and an unpleasant experience. The only acknowledgment I received was a brief apology for the inconvenience, which did not reflect the seriousness of the situation. As a loyal customer, I find this level of service unacceptable. Customers should not be made to feel like ********s when following standard return procedures, especially within the same retail group. I request that Pick'n Pay management: • Investigate this incident • Address the conduct and customer service approach of the staff involved • Ensure that consistent and respectful return procedures are app**** across all branches I trust that this matter will be taken seriously and that steps will be implemented to prevent similar experiences for other customers.