PM
Pumza M
1 reviews | Active since Feb 2026
07 Feb 2026, 10:35
Complain to Defy And Fair Price . Defy Service is very poor don’t even care about customers.
I am writing to formally express my extreme dissatisfaction and to lodge a final complaint regarding the Defy refrigerator I purchased on 28 November 2025 from Fair Price, Wynberg.
On 5 January 2026, the refrigerator stopped working completely. I immediately reported the matter to Fair Price and was advised that Defy would arrange for a technician, with an estimated turnaround time of three days. Since then, this matter has been mishandled from the very beginning.
An electrician was eventually sent to inspect the refrigerator; however, no feedback or explanation was ever provided regarding what was found to be wrong. This followed an error where my fridge was incorrectly booked in Pretoria, further delaying the process. From that point onwards, I have been forced to do constant follow-ups using my own airtime, with no proactive communication from your side.
I have now been without a working refrigerator for over a month and am entering yet another week with no resolution. Yesterday, I was informed that the technician had only submitted the paperwork that same morning and that I would be updated before the end of the day. No update was ever provided.
Today, I contacted your offices again using my airtime and was told via the number *** that my case was closed and that the fridge had allegedly been replaced. This information is completely false, as the faulty fridge is still in my house and has never been replaced. I was then given additional Defy contact numbers, where I have been left waiting on hold for over 30 minutes, repeatedly being told to wait with no assistance.
I do not understand why I am expected to continuously follow up when you already have all the necessary information and documentation. I have had to request multiple days off work to accommodate scheduled technician visits, yet technicians repeatedly failed to arrive. This has caused serious disruption to my work and personal life and has placed my employment at risk.
I have made it clear on several occasions that I have suffered greatly due to the poor service received from both Defy and Fair Price. At this point, I no longer want a replacement refrigerator. I am formally requesting a full refund so that I can urgently purchase a fridge elsewhere. This matter has gone on far too long and has been handled with unacceptable negligence.
Should I lose my job as a result of the time off and ongoing stress caused by this matter, you will be held accountable. I am extremely tired and frustrated, and I expect this issue to be treated with immediate urgency.
I request written confirmation of my refund without further delay.
Helpful (0)
Replies (8)0
Replies (8)PM
Pumza M's updateReviewer Update
09 Feb 2026, 12:31Good day,
Thank you for your response.
While I acknowledge that the complaint has been escalated, I am still without a fridge after more than a month. This situation remains extremely urgent and continues to negatively affect my household.
Due to the heat, a significant amount of food has spoiled, and I have been forced to throw away groceries repeatedly. This has resulted in ongoing financial losses, as I now have to buy food almost daily. I am also struggling to prepare proper lunch boxes for my children, which is distressing and unfair to them.
In addition, I have incurred extra expenses for work transportation, as I have had to take time off and travel back and forth to follow up on this matter. These costs were never planned for and have placed further strain on my budget.
The lack of clear communication and timelines has added to my frustration. I kindly request a specific update on when the service team will contact me and a clear resolution timeframe. At this point, the ongoing losses, inconvenience, and stress are unacceptable.
I ask that this matter be treated with urgency and seriousness, as it has already caused significant disruption and financial impact on my family.
I look forward to your prompt response.
Kind regards,
Pumza Maduma
Pumza Maduma
PM
Pumza M's update09 Feb 2026, 12:31
Reviewer Update
Good day,
Thank you for your response.
While I acknowledge that the complaint has been escalated, I am still without a fridge after more than a month. This situation remains extremely urgent and continues to negatively affect my household.
Due to the heat, a significant amount of food has spoiled, and I have been forced to throw away groceries repeatedly. This has resulted in ongoing financial losses, as I now have to buy food almost daily. I am also struggling to prepare proper lunch boxes for my children, which is distressing and unfair to them.
In addition, I have incurred extra expenses for work transportation, as I have had to take time off and travel back and forth to follow up on this matter. These costs were never planned for and have placed further strain on my budget.
The lack of clear communication and timelines has added to my frustration. I kindly request a specific update on when the service team will contact me and a clear resolution timeframe. At this point, the ongoing losses, inconvenience, and stress are unacceptable.
I ask that this matter be treated with urgency and seriousness, as it has already caused significant disruption and financial impact on my family.
I look forward to your prompt response.
Kind regards,
Pumza Maduma
Pumza Maduma
PM
Pumza M's updateReviewer Update
10 Feb 2026, 19:26Good day,
I confirm receipt of the new fridge. However, I would like to express my disappointment regarding the overall experience.
I waited over a month for the replacement, during which time I incurred significant unexpected expenses. Due to the delay, food meant for our household and my children’s lunch boxes spoiled and had to be thrown away. As a result, my children were left without proper items for their lunch boxes, and I had to continuously buy food on a daily basis, which placed me well outside my budget.
This situation caused financial strain and unnecessary stress that could have been avoided had the matter been resolved sooner. Given the lengthy delay and the inconvenience and loss suffered, I am disappointed that no voucher or form of compensation was offered as a gesture of goodwill.
I trust that this matter can still be reviewed, and I look forward to your response.
Kind regards,
Pumza Maduma
Pumza Maduma
PM
Pumza M's update10 Feb 2026, 19:26
Reviewer Update
Good day,
I confirm receipt of the new fridge. However, I would like to express my disappointment regarding the overall experience.
I waited over a month for the replacement, during which time I incurred significant unexpected expenses. Due to the delay, food meant for our household and my children’s lunch boxes spoiled and had to be thrown away. As a result, my children were left without proper items for their lunch boxes, and I had to continuously buy food on a daily basis, which placed me well outside my budget.
This situation caused financial strain and unnecessary stress that could have been avoided had the matter been resolved sooner. Given the lengthy delay and the inconvenience and loss suffered, I am disappointed that no voucher or form of compensation was offered as a gesture of goodwill.
I trust that this matter can still be reviewed, and I look forward to your response.
Kind regards,
Pumza Maduma
Pumza Maduma
Defy Appliances's replyOfficial
11 Feb 2026, 08:39Good day Pumza,
Thank you for your feedback and for confirming receipt of the new fridge.
Thank you for your feedback and for confirming receipt of the new fridge.
We sincerely apologise for the inconvenience and distress caused by the delay in your replacement, as well as the financial strain you experienced during this time. We understand how challenging this must have been for you and your family.
Please be assured that your concerns have been taken seriously. I have escalated your matter to the relevant management team for further review, including consideration of your request regarding compensation. They will assess the situation and provide feedback as soon as possible.
We appreciate you bringing this to our attention and value the opportunity to address your concerns properly.
Warm Regards,
Defy Customer Care
Warm Regards,
Defy Customer Care
Defy Appliances's reply11 Feb 2026, 08:39
Official
Good day Pumza,
Thank you for your feedback and for confirming receipt of the new fridge.
Thank you for your feedback and for confirming receipt of the new fridge.
We sincerely apologise for the inconvenience and distress caused by the delay in your replacement, as well as the financial strain you experienced during this time. We understand how challenging this must have been for you and your family.
Please be assured that your concerns have been taken seriously. I have escalated your matter to the relevant management team for further review, including consideration of your request regarding compensation. They will assess the situation and provide feedback as soon as possible.
We appreciate you bringing this to our attention and value the opportunity to address your concerns properly.
Warm Regards,
Defy Customer Care
Warm Regards,
Defy Customer Care
PM
Pumza M's updateReviewer Update
12 Feb 2026, 14:46Good day,
Thank you for your response and for escalating my matter to the relevant management team.
I would like to kindly request feedback regarding the outcome of the review, particularly concerning the consideration of compensation for the financial strain and inconvenience my family and I experienced during the delay.
I would appreciate an update at your earliest convenience, as this matter has had a significant impact on us.
Thank you for your assistance, and I look forward to your response.
Kind Regards,
Pumza Maduma
PM
Pumza M's update12 Feb 2026, 14:46
Reviewer Update
Good day,
Thank you for your response and for escalating my matter to the relevant management team.
I would like to kindly request feedback regarding the outcome of the review, particularly concerning the consideration of compensation for the financial strain and inconvenience my family and I experienced during the delay.
I would appreciate an update at your earliest convenience, as this matter has had a significant impact on us.
Thank you for your assistance, and I look forward to your response.
Kind Regards,
Pumza Maduma
PM
Pumza M's updateReviewer Update
12 Feb 2026, 16:59Good day,
Thank you for your response.
I would like to express my concern regarding the feedback that the fridge was empty at the time of assessment. The fridge had not been working properly for over a month and two weeks. Naturally, the food had already spoiled long before the technician eventually came out. It would not have been reasonable or hygienic for us to keep rotten food inside the fridge for weeks while waiting for service.
The spoiled food was disposed of due to health concerns, especially considering that I have children at home. It is unrealistic to expect a household to keep decomposed food for over a month simply to provide “evidence,” particularly when there was a significant delay in sending a technician.
If proof of purchase is required, I can provide bank statements reflecting the grocery purchases made during that period, as I paid using my bank card. However, I would like clarity on why this process was not communicated to me earlier. I have had to continuously follow up on this matter at my own expense. Had I not followed up, I would not have been informed of these requirements.
Please clarify how customers are expected to manage spoiled food during extended service delays, and how Defy intends to fairly assess my claim under these circumstances.
I look forward to your response and a fair resolution. And please provide me with your earliest address so that I can send my bank statement.
I look forward to your response and a fair resolution. And please provide me with your earliest address so that I can send my bank statement.
Kind regards,
Pumza Maduma
PM
Pumza M's update12 Feb 2026, 16:59
Reviewer Update
Good day,
Thank you for your response.
I would like to express my concern regarding the feedback that the fridge was empty at the time of assessment. The fridge had not been working properly for over a month and two weeks. Naturally, the food had already spoiled long before the technician eventually came out. It would not have been reasonable or hygienic for us to keep rotten food inside the fridge for weeks while waiting for service.
The spoiled food was disposed of due to health concerns, especially considering that I have children at home. It is unrealistic to expect a household to keep decomposed food for over a month simply to provide “evidence,” particularly when there was a significant delay in sending a technician.
If proof of purchase is required, I can provide bank statements reflecting the grocery purchases made during that period, as I paid using my bank card. However, I would like clarity on why this process was not communicated to me earlier. I have had to continuously follow up on this matter at my own expense. Had I not followed up, I would not have been informed of these requirements.
Please clarify how customers are expected to manage spoiled food during extended service delays, and how Defy intends to fairly assess my claim under these circumstances.
I look forward to your response and a fair resolution. And please provide me with your earliest address so that I can send my bank statement.
I look forward to your response and a fair resolution. And please provide me with your earliest address so that I can send my bank statement.
Kind regards,
Pumza Maduma
PM
Pumza M's updateReviewer Update
13 Feb 2026, 12:16Good day,
Thank you for your response.
I understand what is stated in your policy. However, I must express my disappointment. The policy has not worked in my favour in this situation. While Defy did not suffer any loss, I unfortunately did. The delay and the malfunction have cost me a significant amount of money and placed me under financial strain.
If you require a detailed bank statement as proof of purchase, I am prepared to provide it. The amount shown in the photo I previously sent reflects what I spent during this period while I was without a working fridge. Please review the expenses I incurred in between, as this situation has affected me directly.
I also feel that I have been sent back and forth during this process, which has added to my frustration. I kindly request that this matter be reconsidered fairly.
I look forward to your response.
Kind regards,
Pumza Maduma
image.png 332.28 KB
image.png 332.28 KB
PM
Pumza M's update13 Feb 2026, 12:16
Reviewer Update
Good day,
Thank you for your response.
I understand what is stated in your policy. However, I must express my disappointment. The policy has not worked in my favour in this situation. While Defy did not suffer any loss, I unfortunately did. The delay and the malfunction have cost me a significant amount of money and placed me under financial strain.
If you require a detailed bank statement as proof of purchase, I am prepared to provide it. The amount shown in the photo I previously sent reflects what I spent during this period while I was without a working fridge. Please review the expenses I incurred in between, as this situation has affected me directly.
I also feel that I have been sent back and forth during this process, which has added to my frustration. I kindly request that this matter be reconsidered fairly.
I look forward to your response.
Kind regards,
Pumza Maduma
image.png 332.28 KB
image.png 332.28 KB
PM
Pumza M's updateReviewer Update
17 Feb 2026, 16:11Good day,
I am still awaiting your feedback regarding this matter. Kindly advise on the progress at your earliest convenience.
Thank you.
PM
Pumza M's update17 Feb 2026, 16:11
Reviewer Update
Good day,
I am still awaiting your feedback regarding this matter. Kindly advise on the progress at your earliest convenience.
Thank you.
PM
Pumza M's updateReviewer Update
17 Mar 2026, 10:47Urgent Complaint – Lack of Resolution and Poor Service
I am writing to express my serious dissatisfaction with the service I have received from Defy.
After a long and frustrating process, my fridge was eventually replaced. However, I am extremely disappointed that I have not been reimbursed for the full cost of food lost during the two months I was without a working fridge.
I was asked to provide proof of my losses, which I did promptly. Since then, I have received no response. It has now been over a month since I was told that someone would get back to me, and no one has followed up.
This situation has caused significant financial strain on me and my children. We were pushed out of our budget and, at times, struggled to afford food. I was even asked to provide photos of spoiled food, which is completely unreasonable, as it is not practical to keep rotten food for such a long period.
I also submitted my bank statements to clearly show the additional expenses I incurred due to this matter. Despite my efforts to cooperate fully, there has been no resolution or accountability from your side.
The lack of communication, empathy, and urgency is unacceptable. This experience has been highly disruptive, especially during the school term, and my children have suffered unnecessary hardship as a result.
I expect urgent feedback and a fair resolution without any further delays. Should this matter not be resolved promptly, I will have no choice but to escalate it further.
Yours sincerely,
Pumza Maduma
Pumza Maduma
PM
Pumza M's update17 Mar 2026, 10:47
Reviewer Update
Urgent Complaint – Lack of Resolution and Poor Service
I am writing to express my serious dissatisfaction with the service I have received from Defy.
After a long and frustrating process, my fridge was eventually replaced. However, I am extremely disappointed that I have not been reimbursed for the full cost of food lost during the two months I was without a working fridge.
I was asked to provide proof of my losses, which I did promptly. Since then, I have received no response. It has now been over a month since I was told that someone would get back to me, and no one has followed up.
This situation has caused significant financial strain on me and my children. We were pushed out of our budget and, at times, struggled to afford food. I was even asked to provide photos of spoiled food, which is completely unreasonable, as it is not practical to keep rotten food for such a long period.
I also submitted my bank statements to clearly show the additional expenses I incurred due to this matter. Despite my efforts to cooperate fully, there has been no resolution or accountability from your side.
The lack of communication, empathy, and urgency is unacceptable. This experience has been highly disruptive, especially during the school term, and my children have suffered unnecessary hardship as a result.
I expect urgent feedback and a fair resolution without any further delays. Should this matter not be resolved promptly, I will have no choice but to escalate it further.
Yours sincerely,
Pumza Maduma
Pumza Maduma