Repair Breville Barista express

I sent my Breville Barista express in for repair to @home Gateway in March 2022 where I purchased the machine in 2019. The pressure was not high enough for the coffee to brew.

The Machine was sent to Johannesburg for repair and was ready for collection in May. On collection I did not open the box to look at the condition of the machine. Only when reaching home did I open it and found that the water tanker and waste tray was not fitted to the machine. On contacting @home they did not know where the parts were and took a week to locate the parts and said they have the missing parts.

When my wife went in to collect these were not our parts. The waste tray that was damaged and had the stainless steel cover of the waste tray was missing and replaced by some make shift wire rack. She did not take these parts and asked if our parts could be found.

A week later we recieved a phone call saying we are getting new parts. So we went in to recieve it and noted that these parts weren't new but in an ok condition, so we accepted it. We went home and thought we were ready to use the machine with the missing parts in our possession. However, we realised only then that the tamper was also missing after having grinded the coffee beans. We did manage to tamp the coffee with another tamper. But when making the coffee the machine was infact not fixed and is in a worse off condition. Normally the coffee would stop brewing by itself but it just kept going. Furthermore, the reason it was sent in was that the coffee was not brewing and this is still not working after the supposed repair. The condition of the machine was dirty when it came back, it was scratched and dented.

I am very disappointed in the service as I expected the machine to be working and atleast in the same condition when I gave it in, not worse. We have been to @home three times. To collect the machine, the parts that were not correct and then the correct parts were provided after much hassle and still we cannot use our machine. We have paid R2458 for a repair that did not fix the machine not to mention the amount of fuel wasted going to and fro the shop in order for them to keep wasting our time. Making calls to the store was pointless as they call us from the store when they ask us to come in yet they do not answer on the same line. They do not respond to emails either. On purchasing this machine I did not expect it to give me problems after 3 years and have service like this. This is appalling considering how much the machine itself costs. We still cannot utilise our machine as it is not repaired, in fact more damaged and there is still a part missing.