Shocking Service and Faulty Product – I Want a Refund!

I purchased a Defy fridge from Pick n Pay Hyper Woodmead on 01/08/2025, and it was delivered on 04/08/2025. That same evening, I switched it on, and it immediately started giving error messages.

I logged a query with Pick n Pay, and that’s when the nightmare began.

First, they sent a rude technician from Defy who insisted the fridge was working fine, despite it making loud noises and flashing an error light. According to both the user manual and multiple online sources, that light indicates a major fault. Meanwhile, my meat spoiled, and I am now sitting with rotten food – which I believe Pick n Pay/Defy should replace.

After much back and forth, another technician from Defy was eventually sent out, and he confirmed that there was, in fact, a serious fault with the fridge and that it needed to be replaced.

After waiting over a week, I received a replacement fridge today (20/08/2025) – and to my shock, it was clearly used. It had visible signs of wear, and it looked NOTHING like a new fridge. I pointed this out immediately to the delivery person, who denied it and claimed it was new.

I paid cash for a brand-new fridge, which never worked, and now, nearly a month later, I’m being handed a used appliance that I am not even confident will work.

I shared video evidence with the delivery person before he even left my gate, and he ignored me completely. I also sent the videos to the Pick n Pay sales consultant, and again – no response.

All I am asking for is a full refund so I can purchase a different brand from a different store. I feel I am being taken advantage of, and frankly, the dismissive treatment I’ve received – particularly as a woman – is unacceptable.

Invoice Number: H351314 Item Number: ***