Formal complained, Funal opportunity before escalation that could lead to detrimental damages to your reputationremental

Good day,

I am writing to raise a serious concern regarding several Defy appliances purchased from House and Home in February 2022 as part of a full kitchen renovation.

Items purchased:

Slimline oven and hob – R7,000

Defy cooker hood – R2,000

Defy fridge – R7,000

Total spend: over R16,000

Unfortunately, since purchase, I have experienced ongoing problems with all three appliances.

Oven and hob: Within the first two years, the stove required repairs more than eight times, involving three different technicians, mainly due to repeated motherboard failures. During the warranty period, I was in contact with the service manager via email, and repairs were repeatedly carried out.

In July 2025, only five months after the warranty expired, the motherboard failed again. A technician (Earl) confirmed the fault. The replacement lasted only four months, and since August I have been given ongoing personal reasons as to why the issue cannot be resolved, despite being quoted R1,500 for parts and labour. To date, the stove remains unusable.

Cooker hood: The light failed within the warranty period and was repaired. This appliance is used only occasionally, yet shortly after the warranty expired it stopped working completely and is now non-functional.

Fridge: Before the warranty expired, my fridge became badly dented and was replaced. The replacement unit delivered was clearly substandard:

The freezer door fell off due to missing *****s

Internal compartments were missing

Another technician had to be sent out, and it was evident that this unit was either refurbished or rejected stock.

Impact: Because the stove is not working, I have no choice but to cook on a single-plate gas burner, which has already caused damage to my pots. Beyond the financial loss of over R17,000, this situation has caused ongoing inconvenience, frustration, and stress in my home.

I am extremely disappointed with the quality of the appliances and the after-sales service received. I am therefore requesting that you contact me within 7 days with a reasonable alternative solution, such as:

Replacement of the defective appliance(s), or

A refund or partial refund, or

A permanent repair at no further cost to me

If this matter cannot be resolved within this timeframe, I will proceed with further escalation, supported by my full documentation (emails, invoices, call logs, and technician reports).

I trust this matter can still be resolved professionally and look forward to your urgent response.

Kind regards, Samantha Stride *** Port Elizabeth