BRADLOWS SELLING DEFECTIVE PRODUCTS AND FAIL TO RESOLVE ISSUES PROMPTLY

I purchased Hisense 514l side by side H670SMIB-WD fridge on 01 March 2024 at Bradlows Arcadia in Pretoria valued at R15794.95 including delivery. The actual price for the product was R16999.95 and I requested that the item be delivered in Durban since it is my residential address.

Up returning to Durban from Pretoria I realized that the item had a factory fault wherein the rubber for the freezer were not sticking on. I went to Bradlows Bluff for assistance, unfortunately they were unable to assist as they referred me to Bradlows Arcadia where I purchased the item.

I contacted Bradlows Arcadia on their telephone line, but everytime when they transferred me to the manager the telephone lines were cutting off the call. I resorted on contacting the Bradlows Arcadia manager Ncedisa Ngqeleni on her cellphone number ***. She promised that she will lodge a complaint to Hisense and give me feedback. Since then the following unfolded:

Post our discussion regarding lodging a complaint (complaint Ref no: MO-HISE-***, I received a call from a gentleman by of Clever Mukoiwa (cellphone no: ***) who claim was from Hisense. He wanted to come and take a look at the faulty fridge in 25 April 2024, however he did not come on the arranged date. The gentleman came on Friday, 26 April 2024.

He inspected the fridge and realized that there was a factory fault wherein the freezer rubber was not sticking properly (see attachment 1 below). He indicated that he will forward a report to Hisense to guide him on what to do next. He indicated that I will receive a response in 2 to 3 day.

On 03 May 2024, I received an SMS highlighting that Hisense repair *** is categorized as completed. There was a number on the SMS which I tried to contact but automated voice indicated that were not available today (03 May 2024 at 10:54am).

Thereafter, I tried to contact the manager of Bradlows Arcadia where I purchased the items on her cellphone number (+***). After numerous attempts, there was neither response nor returned calls from her. Furthermore, I contacted Bradlows headquarters on *** at 11.03am to query about this matter. I was told Hisense has opened up a repair for the item. I received a response that is indicated the matter was resolved.

I asked the lady that answered the phone as to the estimated time where Hisense may resolve the issue, and she indicated she did not know. I further enquire to her if there is anyway she could speed up the process or contact Hisense, her response was she could not do that.

I indicated to her that failure to resolve this matter on or before 15 May 2024, I will cease to honour the Bradlows account. I refuse to pay for faulty item. Furthermore, I cannot be doing the administration that is not duly my responsibility. I purchased this item at Bradlows and signed mutual agreement and contracts, therefore I cannot be dealing with third-party. It is Bradlows responsibility to render the required service to me as agreed upon on out contracts.

I believe that since this fridge is new, no repairs should be done on it, however a replacement will be an amicable solution. It evident that if I approve of the repairs, I will certainly incur more problems in this further should there be a problem with the item.

I strongly believe that Bradlows is letting us down as customers, however I would not accept such behaviour and/or insolence.

I do not want this fridge repaired at this stage. It either Bradlows changes the fridge or refund me.