Poor communication

I purchased a Defy fridge from Rochester Canal Walk approximately six months ago. Since then, I have experienced several issues, including a leaking water dispenser and loose wheels.

On 17 February 2026, I visited the store and reported the problem to the supervisor, Mr. Ridhaa Salie, who logged a call with Defy and copied Adam Sait, Cameron, and Sadeeka. On 25 February 2026, Mr. Ronald Classen, the supplier from Defy, inspected the fridge and confirmed the dispenser was leaking. He advised that Defy would provide the same make unless I arranged with the store for a change. I accepted this outcome at the time.

However, despite Mr. Classen later following up with me, I informed him that I had not received any communication from Mr. Salie or his team. To date, I have still not received any update. I attempted to call Mr. Classen directly and sent him a message, but received no response. On 25 March 2026, I contacted the Rochester store and spoke to Sadeeka, who said she needed to verify details with Mr. Salie. The call was cut off, and she never called back.

Up until today, no one has provided me with any feedback or resolution. The lack of communication and service has been unacceptable. I no longer wish to deal with Rochester Canal Walk. I request a full refund so that I may purchase a fridge elsewhere.