Damaged microwave sold ask new

I would like to begin by saying that I have received exceptional service from Elisha and Shaaista during the course of my purchase of a microwave, at the Hirsch's branch in Umgeni. These ladies were cordial, helpful and pleasant to deal with. I would not have expected anything less from a reputable brand such as Hirsch's.

However, after collecting said microwave I was sorely disappointed. At collection I noted that the packing was less than appealing, dusty and tattered. Upon my inquiry into the packaging I was told "it comes from storage". Having accepted this explanation I assumed all was in order. Still I sensed I required reassurance and emailed Elisha, for confirmation that I had not accidentally received a demo model. Elisha had reassured me that she had liased with the Johannesburg branch and received confirmation that I had been sold a brand new microwave.

To my dismay upon unpacking the microwave, I discovered there was no protective film on the reflective surfaces, it was unbalanced due to a broken leg, there were scratches on the front and side exterior surfaces and there was no instruction manual. After which, I emailed Elisha and Shaaista regarding my disappointment in the Hirsch's product but also their negligence and attempt to pass over a second hand product as brand new.

The product has since been replaced but I am appalled at the audacity that Hirsch's has in sending out a product of such poor quality and in still claiming that it brand new. There was no sincerity in their apology. To be honest it felt as though I was just another customer and their staff were just reading from a training manual to pacify the situation.