This is unacceptable!!!

I extremely disappointed in the service I got at PNP Tygervalley Mall in Cape Town. I purchased a kettle on the PNP ASAP app in June 2023, the kettle stopped working and before I took the time to make a trip all the way to a store, I got in touch with the PNP ASAP call centre to double check what the process is. I was advised I can take it back to any PNP, I decided to call Tygervalley PNP and spoke to Allentino who assured me I can bring the kettle back to his and he will assist me with a return or refund.

I took the time to drive all the way to the store, just for him to tell me I should return the kettle to the store which the ASAP order was fulfilled from. I was so annoyed and disappointed as he assured me on the phone at the time when we spoke that he will assist me when I come to his store, why could he not tell me this on the phone? He explained to me that the store the ASAP order was fulfilled from is different to their store and they have internal protocols to follow. As a customer PNP is a brand and it should not matter which store you go back to, especially if I did my home work by calling the ASAP team and the store ahead of time. I did not even want a refund I just wanted a replacement but was turned away, he did absolutely nothing to try and better my customer journey or experience. As a customer I do not know the internal policies of the store, the least he could have done is to contact the store in question and try and find a way around it. I had to make the trip all the way for nothing. This is unacceptable!!!