Solar geyser return/refund

Good Day

I bought a solar geyser online on the 16/09/24 and was delivered on the 20/09/24 (was suppose to be delivered on the 19/09/24 as per sms). On the 16/09/24 @ 13:48 I called enquiring about the low pressure geyser vs the high pressure geyser as i wanted to know if it will work on my shower and I was told they work similar and that it will work perfectly. I bought the low pressure and when I got a plumber to come install he told me that the quality on the low pressure is not good and that it will not work properly on a shower.

I then requested for a return and that's when issues started to arise. I have have called the call centre more than 5 times with no help and the store as well. They keep telling me that they Will call me back with feedback but they never do instead I am the one that keeps calling. I keep getting different information which is confusing.

I first spoke to Mororiseng who transfered me to her manager Dwayne on the 10/10/24. Dwayne told me that the store will collect my items on the 12th of October. The items where not collected, so i called both the call centre and the store on Monday the 14th to find out what was going on and i was told the supplier needs to first come and check the items. I waited the whole week and no one called or did a follow up. I called again on Friday the 18th and I spoke to Noxolo Sobantu who said she will forward the query as a complaint as it has been too long. She came back and told me on email that I need to take the items to the store myself or I will be charged for collection which I do not understand why which is why I then called again and spoke to Mororiseng who told me that I should call back the following day and speak to Dwayne again.

I called again on the 19th and spoke to Dwayne who said that he called the store and that the supplier and Cedric (from the Kwathema store) will call me and that he will also call me to follow up. No one called

Today the 23rd. I called the store and asked for Cedric who told me he received an email this morning from the supplier ( but failed to call me to inform me of the email) and that the supplier said they will contact me this week. He then told me to call the supplier directly and find out what's happening. I told him that I do not have a relationship with the supplier and also I will be using my own resources (which are already depleted) to call the supplier. I believe it's builders responsibility to make sure that the supplier does it's job and not mine. I told Vedric to get the supplier to call me and that's the last time I had any communication with builders.

I have spoken to multiple other people that I forgot to take their names from the store and call centre.

I have never had such bad Client service in my life as I also work in client services. Two weeks of frustration and stress.

Please assist with a refund ASAP and deal with the supplier after cause this is frustrating to deal with as a mother of a newborn baby. Stress is not good for me and my newborn, so please do the right thing.

I expect to hear from you soon.

Regards Tebogo (***)