NR
Nikki R
1 reviews | Active since Apr 2026
29 Apr 2026, 07:50
DEFY DFF RANGE DEFECTIVE AND DEFY WILL NOT ASSIST
We have been emailing Defy Appliances since 5 April and not one representative has made contact with us to resolve this issue. We purchased a Defy double-door refrigerator in good faith through Hirsch’s, expecting a quality product that met our needs, but have now received two defective units. The original unit delivered on 28 February had multiple visible defects, and the replacement delivered on 28 March is also defective and was confirmed by a Defy technician as irreparable. We are currently still sitting with this defective unit. In an attempt to resolve this, we inspected five additional Defy units at the retailer across the DFF range, and all of them displayed visible defects, indicating a broader issue with this product line. The only options offered to us by the retailer have been to accept a defective fridge with a 10% discount or take a store credit and restart the shopping process with another brand. This is not acceptable. We purchased a Defy product specifically as we have replaced 3 other latge appliaces with the Defy brand and we should not be forced to compromise due to quality failures. The lack of response from Defy for almost a month is unacceptable. We require direct intervention and a proper resolution, including a defect-free replacement from a different, reliable Defy range.
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Replies (3)
Defy Appliances's replyOfficial
29 Apr 2026, 08:48Good day Nikki Rose,We apologise for the inconvenience you have experienced and the lack of prompt action to address the problem. This is not the level of service we aim to provide, and we are committed to rectifying the situation to your satisfaction. The service team will be in touch.
Warm Regards,Defy Customer Care
Warm Regards,Defy Customer Care
Defy Appliances's reply29 Apr 2026, 08:48
Official
Good day Nikki Rose,We apologise for the inconvenience you have experienced and the lack of prompt action to address the problem. This is not the level of service we aim to provide, and we are committed to rectifying the situation to your satisfaction. The service team will be in touch.
Warm Regards,Defy Customer Care
Warm Regards,Defy Customer Care
NR
Nikki R's updateReviewer Update
26 May 2026, 07:45After Defy engaged with us following the initial escalation, two replacement units were arranged internally for us to inspect. The first unit required a trip to Midrand, but it was also found to be defective upon inspection.
A second unit was then arranged, and before we travelled again, we specifically requested that it be checked beforehand to avoid another unnecessary trip. Defy later confirmed that this unit was also defective (a dent inside). This means that both internally arranged replacement attempts by Defy have also resulted in defective units.
This confirms a repeated pattern across every stage of this process, where multiple units from the same product range continue to present the same quality issues. At this point, it is no longer reasonable to continue cycling through the same range expecting a different outcome.
We are now at the end of May and still dealing with the same unresolved issue that began in February.
We are not seeking to change brands or restart the purchasing process. We have already invested in other Defy appliances, including a dishwasher, washing machine, and tumble dryer, and our intention was always to remain within the Defy range.
We are not prepared to restart the selection process with another brand after months of delays, inspections, and failed replacements. Our position remains unchanged: we require a Defy refrigerator that is free of defects and properly quality checked before delivery, from a different and suitable Defy range.
A second unit was then arranged, and before we travelled again, we specifically requested that it be checked beforehand to avoid another unnecessary trip. Defy later confirmed that this unit was also defective (a dent inside). This means that both internally arranged replacement attempts by Defy have also resulted in defective units.
This confirms a repeated pattern across every stage of this process, where multiple units from the same product range continue to present the same quality issues. At this point, it is no longer reasonable to continue cycling through the same range expecting a different outcome.
We are now at the end of May and still dealing with the same unresolved issue that began in February.
We are not seeking to change brands or restart the purchasing process. We have already invested in other Defy appliances, including a dishwasher, washing machine, and tumble dryer, and our intention was always to remain within the Defy range.
We are not prepared to restart the selection process with another brand after months of delays, inspections, and failed replacements. Our position remains unchanged: we require a Defy refrigerator that is free of defects and properly quality checked before delivery, from a different and suitable Defy range.
NR
Nikki R's update26 May 2026, 07:45
Reviewer Update
After Defy engaged with us following the initial escalation, two replacement units were arranged internally for us to inspect. The first unit required a trip to Midrand, but it was also found to be defective upon inspection.
A second unit was then arranged, and before we travelled again, we specifically requested that it be checked beforehand to avoid another unnecessary trip. Defy later confirmed that this unit was also defective (a dent inside). This means that both internally arranged replacement attempts by Defy have also resulted in defective units.
This confirms a repeated pattern across every stage of this process, where multiple units from the same product range continue to present the same quality issues. At this point, it is no longer reasonable to continue cycling through the same range expecting a different outcome.
We are now at the end of May and still dealing with the same unresolved issue that began in February.
We are not seeking to change brands or restart the purchasing process. We have already invested in other Defy appliances, including a dishwasher, washing machine, and tumble dryer, and our intention was always to remain within the Defy range.
We are not prepared to restart the selection process with another brand after months of delays, inspections, and failed replacements. Our position remains unchanged: we require a Defy refrigerator that is free of defects and properly quality checked before delivery, from a different and suitable Defy range.
A second unit was then arranged, and before we travelled again, we specifically requested that it be checked beforehand to avoid another unnecessary trip. Defy later confirmed that this unit was also defective (a dent inside). This means that both internally arranged replacement attempts by Defy have also resulted in defective units.
This confirms a repeated pattern across every stage of this process, where multiple units from the same product range continue to present the same quality issues. At this point, it is no longer reasonable to continue cycling through the same range expecting a different outcome.
We are now at the end of May and still dealing with the same unresolved issue that began in February.
We are not seeking to change brands or restart the purchasing process. We have already invested in other Defy appliances, including a dishwasher, washing machine, and tumble dryer, and our intention was always to remain within the Defy range.
We are not prepared to restart the selection process with another brand after months of delays, inspections, and failed replacements. Our position remains unchanged: we require a Defy refrigerator that is free of defects and properly quality checked before delivery, from a different and suitable Defy range.
NR
Nikki R's updateReviewer Update
17 Jun 2026, 13:07After more than three months, two defective refrigerators delivered to our home, a technician declaring one irreparable, countless emails, phone calls, Facebook messages, store visits, warehouse visits, and the inspection of eight defective units, we have finally reached the point where we are simply exhausted.
We purchased a Defy refrigerator in good faith in February as part of our plan to standardise and replace our household appliances with Defy products.
What we find most disappointing is that after all of this, the only solutions offered to us have effectively been:
Replace our defective refrigerator with another refrigerator from the same range, despite every replacement unit presented to us from that range also being defective.
Accept store credit and restart the shopping process from scratch with another brand.
To be clear, we are not refusing another refrigerator from the same range because we think it might have defects. We are refusing because every replacement unit presented to us from that range has already been defective. After receiving two defective units and inspecting multiple additional units, including units sourced through Defy's own escalation process, we simply have no confidence that continuing the same process will produce a different outcome.
Throughout this entire process, our request has remained simple and consistent. We have not asked for compensation, special treatment, or an expensive upgrade. We have simply asked for a defect-free refrigerator from a different Defy range, with equivalent or better specifications, properly quality checked before delivery.
Instead, we are now expected to accept store credit and start over.
What does that tell us?
After inspecting eight defective units, it appears that Defy has more confidence in us abandoning the product and restarting the shopping process than in its ability to provide us with a defect-free replacement.
We do not believe that is a reasonable outcome.
We have already invested significantly in Defy appliances, including a dishwasher, washing machine, tumble dryer, microwave, and refrigerator. We specifically chose Defy because we wanted consistency across our household appliances. Why should we now be expected to abandon that investment and move to another brand because Defy cannot provide a suitable replacement?
As matters stand today, we are effectively left with a defective refrigerator that cannot be repaired, despite months of effort trying to obtain a suitable replacement.
At this point, we are not asking for anything extraordinary. We simply wanted what we originally paid for: a quality refrigerator, free from defects, that meets the specifications we purchased and is fit for purpose.
That does not seem like an unreasonable request.
We purchased a Defy refrigerator in good faith in February as part of our plan to standardise and replace our household appliances with Defy products.
What we find most disappointing is that after all of this, the only solutions offered to us have effectively been:
Replace our defective refrigerator with another refrigerator from the same range, despite every replacement unit presented to us from that range also being defective.
Accept store credit and restart the shopping process from scratch with another brand.
To be clear, we are not refusing another refrigerator from the same range because we think it might have defects. We are refusing because every replacement unit presented to us from that range has already been defective. After receiving two defective units and inspecting multiple additional units, including units sourced through Defy's own escalation process, we simply have no confidence that continuing the same process will produce a different outcome.
Throughout this entire process, our request has remained simple and consistent. We have not asked for compensation, special treatment, or an expensive upgrade. We have simply asked for a defect-free refrigerator from a different Defy range, with equivalent or better specifications, properly quality checked before delivery.
Instead, we are now expected to accept store credit and start over.
What does that tell us?
After inspecting eight defective units, it appears that Defy has more confidence in us abandoning the product and restarting the shopping process than in its ability to provide us with a defect-free replacement.
We do not believe that is a reasonable outcome.
We have already invested significantly in Defy appliances, including a dishwasher, washing machine, tumble dryer, microwave, and refrigerator. We specifically chose Defy because we wanted consistency across our household appliances. Why should we now be expected to abandon that investment and move to another brand because Defy cannot provide a suitable replacement?
As matters stand today, we are effectively left with a defective refrigerator that cannot be repaired, despite months of effort trying to obtain a suitable replacement.
At this point, we are not asking for anything extraordinary. We simply wanted what we originally paid for: a quality refrigerator, free from defects, that meets the specifications we purchased and is fit for purpose.
That does not seem like an unreasonable request.
NR
Nikki R's update17 Jun 2026, 13:07
Reviewer Update
After more than three months, two defective refrigerators delivered to our home, a technician declaring one irreparable, countless emails, phone calls, Facebook messages, store visits, warehouse visits, and the inspection of eight defective units, we have finally reached the point where we are simply exhausted.
We purchased a Defy refrigerator in good faith in February as part of our plan to standardise and replace our household appliances with Defy products.
What we find most disappointing is that after all of this, the only solutions offered to us have effectively been:
Replace our defective refrigerator with another refrigerator from the same range, despite every replacement unit presented to us from that range also being defective.
Accept store credit and restart the shopping process from scratch with another brand.
To be clear, we are not refusing another refrigerator from the same range because we think it might have defects. We are refusing because every replacement unit presented to us from that range has already been defective. After receiving two defective units and inspecting multiple additional units, including units sourced through Defy's own escalation process, we simply have no confidence that continuing the same process will produce a different outcome.
Throughout this entire process, our request has remained simple and consistent. We have not asked for compensation, special treatment, or an expensive upgrade. We have simply asked for a defect-free refrigerator from a different Defy range, with equivalent or better specifications, properly quality checked before delivery.
Instead, we are now expected to accept store credit and start over.
What does that tell us?
After inspecting eight defective units, it appears that Defy has more confidence in us abandoning the product and restarting the shopping process than in its ability to provide us with a defect-free replacement.
We do not believe that is a reasonable outcome.
We have already invested significantly in Defy appliances, including a dishwasher, washing machine, tumble dryer, microwave, and refrigerator. We specifically chose Defy because we wanted consistency across our household appliances. Why should we now be expected to abandon that investment and move to another brand because Defy cannot provide a suitable replacement?
As matters stand today, we are effectively left with a defective refrigerator that cannot be repaired, despite months of effort trying to obtain a suitable replacement.
At this point, we are not asking for anything extraordinary. We simply wanted what we originally paid for: a quality refrigerator, free from defects, that meets the specifications we purchased and is fit for purpose.
That does not seem like an unreasonable request.
We purchased a Defy refrigerator in good faith in February as part of our plan to standardise and replace our household appliances with Defy products.
What we find most disappointing is that after all of this, the only solutions offered to us have effectively been:
Replace our defective refrigerator with another refrigerator from the same range, despite every replacement unit presented to us from that range also being defective.
Accept store credit and restart the shopping process from scratch with another brand.
To be clear, we are not refusing another refrigerator from the same range because we think it might have defects. We are refusing because every replacement unit presented to us from that range has already been defective. After receiving two defective units and inspecting multiple additional units, including units sourced through Defy's own escalation process, we simply have no confidence that continuing the same process will produce a different outcome.
Throughout this entire process, our request has remained simple and consistent. We have not asked for compensation, special treatment, or an expensive upgrade. We have simply asked for a defect-free refrigerator from a different Defy range, with equivalent or better specifications, properly quality checked before delivery.
Instead, we are now expected to accept store credit and start over.
What does that tell us?
After inspecting eight defective units, it appears that Defy has more confidence in us abandoning the product and restarting the shopping process than in its ability to provide us with a defect-free replacement.
We do not believe that is a reasonable outcome.
We have already invested significantly in Defy appliances, including a dishwasher, washing machine, tumble dryer, microwave, and refrigerator. We specifically chose Defy because we wanted consistency across our household appliances. Why should we now be expected to abandon that investment and move to another brand because Defy cannot provide a suitable replacement?
As matters stand today, we are effectively left with a defective refrigerator that cannot be repaired, despite months of effort trying to obtain a suitable replacement.
At this point, we are not asking for anything extraordinary. We simply wanted what we originally paid for: a quality refrigerator, free from defects, that meets the specifications we purchased and is fit for purpose.
That does not seem like an unreasonable request.