Bad Service and No assistance

I am writing to formally lodge a complaint regarding a defective Hisense fridge that I purchased from Game Rosebank Store on 16 October 2025.

The first unit I received had a dent and was replaced. However, the replacement fridge has also proven defective — the freezer door fails to close properly. I reported this issue to France from Hisense, who advised me to remove and refit the rubber seal. This provided only a temporary fix, and the problem has since recurred.

When I contacted the store, Siphiwe informed me that a service call had been logged and that a technician would attend to the issue within 48 hours. However, when I followed up on the third day, I was told to expect a delay of 3–5 working days instead. During this time, the freezer door has remained open, causing ice to melt and my food to spoil.

I even visited Game The Glen to seek further assistance, but was informed that I still needed to wait for a technician. This situation has now dragged on for too long, and I have not received any practical assistance or resolution.

This is unacceptable. The fridge is clearly defective, and the ongoing delays in addressing the issue demonstrate poor customer service. I am therefore requesting a full refund rather than another replacement.

Under the Consumer Protection Act (CPA), I am entitled to a refund for goods that fail to meet acceptable quality standards or that show recurring defects within a reasonable period.

I have been taken from pillar to post without resolution. Please confirm when my refund will be processed. If I do not receive a response within five (5) working days, I will escalate this matter to the Consumer Goods and Services Ombud.