Extremely bad customer service

Terrible customer service

Not the best service we got after buying most of our appliances there. We bought a fridge and we were told it has 5 year guarantee which is supposed to end on the 17th Dec. We logged a maintenance call this passed Sunday with a lady called Lauren because the fridge stopped cooling and they said they would come this week they still haven't came till today. So I decided to call only to find out that there's no guarantee it has lapsed my question is why did we receive an SMS that a maintenance call has been logged and also why where we told that it hasn't lapsed. If it wasn't for me calling we wouldn't have known this because we got two different sets of communication.