Just dont do it unless your ready to put up a massive fight when you buy their defective product

I am writing this complaint to warn other consumers about our experience with House of Demo and, in particular, the way our refund request was handled after we purchased a defective washing machine from them. In short - Don't buy anything from them unless your prepared to spend days putting up a massive fight to get a refund - as they blatantly refused to refund us for a defective washing machine.

We purchased a washing machine from House of Demo for R7,999. The next day after the purchase, the machine experienced problems, including stopping during a cycle with an error code and leaking water from the door. A washing machine stopping during a cycle and leaking water is, in our view, clearly not acceptable for a new purchase. But not for House of DEMO...

We contacted House of Demo and initially, we were told to shuffle the clothes in the drum manually - as if that would fix the leaking door and error during the cycle. I then asked if this continues if a refund would be arranged and the manager was hesitant to answer... and then eventually said ya...

The problem continued, and they eventually collected their machine. We were specifically asked to provide our banking details so that the refund could be processed.

We provided those details in good faith.

Then the story suddenly changed.

Once House of Demo had the machine back, we were told that the machine was apparently "100% functional" because they had managed to run several cycles without experiencing the same problem. We were then given explanations attempting to attribute the problems we experienced to an uneven load - meaning they excepted me to sit in front of the washing machine all day and manually shuffle the clothes when ever the error code occurred!!! Can you believe it!!!

More importantly, if a customer purchases an appliance that experiences faults and is then told a refund will be provided, the position should not suddenly change simply because the retailer manages to get the appliance through a few cycles in their store.

Our experience has left us with the very strong impression that House of Demo is willing to sell appliances that customers experience as defective and, when the customer requests a refund, attempt to find an excuse for the problem rather than simply resolving the matter.

What made the situation even worse was the conduct of the manager we dealt with, Mezaan.

His handling of this matter was extremely unprofessional and confrontational. He took great joy in messing us around and telling us repeatedly how we would absolutely not get refunded. He is an absolute bully.

We spent days researching the Consumer Protection Act, preparing letters, gathering evidence and investigating other avenues of assistance simply to try and recover our money. This was extremely time consuming and draining.

We eventually managed to get our refund after an extremely unpleasant and draining process!!!

TO ANYONE CONSIDERING BUYING FROM HOUSE OF DEMO: Do not simply rely on verbal promises. If they tell you they will refund you — get it in writing. If they tell you something is covered — get it in writing. If they make a promise regarding your complaint — get it in writing.

Keep your invoice. Keep every WhatsApp message. Take photographs and videos. Document every fault and every conversation.

Because based on our experience, if you end up with a defective appliance and request your money back, prepare yourself for one hell of a fight.

Our experience with House of Demo has been completely unacceptable.

I am posting this so that other consumers can make an informed decision before handing over their hard-earned money.

And House of Demo: customers should not have to fight this hard to have a problem with an appliance properly resolved.