Unpleasant Smell From The Hisense Fridge

I am extremely disappointed with the way my appliance complaint has been handled by Game, Hisense Group and Massmart .

I purchased a Hisense fridge from Game Store at Mall of Africa on 23 May 2026. On 19 August 2026, I reported an unpleasant smell coming from the appliance.

Since then, I have done everything that has been asked of me. I have contacted Game multiple times, followed up when I received no feedback, visited the store and spoken to management, contacted Hisense directly, and had two technicians inspect the fridge on separate occasions.

After the second inspection, I followed the senior technician's recommendation and moved the fridge to the location he advised. I genuinely hoped the issue had finally been resolved. Unfortunately, the unpleasant smell returned.

At this point, I am no longer comfortable using the appliance or having it in my room. I have clearly communicated that I want the fridge replaced, preferably with a different brand or refunded if a replacement cannot be arranged.

What has been most frustrating is not only the unresolved issue, but the lack of urgency and communication.

I have repeatedly had to make calls, send messages, visit the store and follow up simply to find out what is happening. I have been told that managers and relevant departments would contact me, yet I am still waiting for answers. I understand that businesses have processes to follow. What I struggle to understand is why, after multiple reports; two inspections and weeks of dealing with the same problem, the customer is still the one doing all the chasing.

This is where I believe Game, Hisense Group and Massmart need to step in and take ownership of the situation. I purchased the appliance from Game Store Mall of Africa. Hisense supp**** and inspected the appliance.

I am not asking for special treatment. I am asking for accountability, communication and a reasonable resolution to a problem that has gone on for far too long.

At this stage, I simply want someone with authority to take ownership of this matter and resolve it. I was also advised that the current fridge would need to be collected before a replacement could be arranged.

This creates an additional inconvenience, as removing the appliance before the replacement is provided would leave me without adequate refrigeration and put my food at risk of spoiling.

Game, Hisense Group and Massmart - I would appreciate your intervention.

#CustomerService #CustomerExperience #ConsumerRights #Retail #Accountability #SouthAfrica