I want my money back, your product did not start

I am very upset with Builders warehouse. I bought a generator on the 14th of December 2024 at Cape Gate with the intention of taking it home Eastern Cape. I was told that if I am experiencing any problems with the generator I can take it to the nearest builders warehouse since I will be out of Cape Town and I will be refunded my money. I arrived in the eastern Cape on the 15th of December, I unpacked the generator and attempted to start it (I used the oil that was on the packaging, and bought 95 unleaded petrol to start it as per manufactures instructions). The generator would not start, I did the troubleshooting as per manual, the generator was dead. I had to buy another generator from a store in my home town, and it worked fine without any hassles.

I had to drive approximately 400km to Queenstown (nearest Builders) to return the generator. When I got there the guys working at the store attempted to start the generator after I told them that it was not starting. They checked if it had enough oil and petrol and attempted to start it, the generator was dead. After so many attempts they said that they suspect that maybe its the battery that is dead, but because they dont have it at the store they will book the generator in for repairs. I told them them that I no longer want the generator because I bought another one, I want my money back, they say that they cannot refund me because I had poured petrol into the generator??????? red flag 1 (if in order to start the generator I need to pour petrol, why is that the reason that I am not getting my money back? They booked it, despite me telling them that I do not want the generator repaired I want my money and advised that I will be hearing from them after the week of the 15th of January.

Fast forward, I was sent an email with a form that I needed to fill for the generator to be collected from Queenstown back to CPT. I called Builders customer service for advise since there were courier fees. I was advised the only way they can collect is if the form is completed by me, the person said I must complete the form and wait to hear what the problem with the generator is then we will take form there.

Fast forward, I am told that according to the manufacture the generator did not have enough oil??? how??? I used the whole bottle that came with the generator, the dip stick indicated that there was enough oil! The manual did not say that I need to buy an additional bottle if they one they supp**** was not enough. And after driving 400km why did they guys at the store pick up that the oil was not enough as well?? they aslo checked and the dip stick indicated that the oil was enough.

Now I am given an ultimatum by the supplier to either pay the "quote or come get the Generator" I have incurred additional costs that I had not budgeted for because of their product now they want to take more of my money that I work hard for, I want my money. The receipt says that I will get my money back if I am not happy with their product, but now I am given a run around why????

Builders/ Supplier is refusing to take accountability for their faulty product. I bought the product from Builders warehouse not the supplier.

1. I was promised from the beginning that if I had issues with the generator, I will be able to return it to any Builders Warehouse for a refund. Now, they're not honoring that promise, which is a major problem. It’s unacceptable that I am being denied a refund when I have followed all the instructions, and the generator was faulty from the start.

2. The reasoning that I poured petrol into the generator and that’s why they can’t refund me doesn’t make sense. for a product designed to run on petrol, I needed to fill it with petrol in order to try and start it. why is that a problem?

3. The issue with the oil level is contradictory. If the dip stick and the staff from the store confirmed that the oil is enough why all of a sudden? why did the staff from the store not pick that up?