Paid in August 2020 - still to receive functional appliance

On 12-08-2020, through Takealot, we helped my daughter purchase a KitchenAid processor. (Order number: ***5, ***) At the time she had recently relocated to Durban to open a small gym with coffee shop and the plan was to use the processor to produce healthy eats for the coffee shop. When lockdown closed the gym a week or so after it opened, she thought to use the processor, together with her KitchenAid cake mixer to start a small home industry. She produced and sold stunning cakes, but the food processor was faulty – parts did not fit properly and the appliance bounced around on the surface. It is now June 2021 and she has not yet been able to use her R12000 purchase once! Thus began a lengthy and unsuccessful communication with Jacques Meyer from Wings Group KitchenAid. After a few months of communication, Jacques Meyer advised us to return the machine for testing and thereafter we were told that the appliance was perfect and that our kitchen surface was obviously not level … We requested that he send an agent to operate the machine while we watched but this he refused. After a few more months of communication and telephone calls, during which he reduced my daughter to tears on more than one occasion (a career highlight making a customer cry?), he finally returned the appliance. Fortunately, the parcel was opened in front of witnesses with a video running. The following was noted: • The “brand-new” tool storage box was broken – hinges broken • The appliance and parts were filthy with dried brown sludge – presumably whatever was used to test it – some could not be removed with a damp cloth • A part, which we were previously assured “fitted perfectly”, had been sanded or filed by an amateur because it was messy with bits of plastic hanging off The part did indeed now fit but we no longer want this no longer brand-new machine and would like it replaced. Failing replacement we would like a refund – however one part, the plunger, was cracked by my daughter trying to get the machine pieces to fit properly – we take full responsibility for this part. My daughter immediately contacted Jacques Meyer. Jacques Meyer’s first facetious response was that if we return the box, he will fix it. His next, equally facetious response was that if we return the machine, he will wash it for us. He denied sanding a part, assuring us that no one had even tested that part. When my daughter sent him a video FROM HIM showing this part being used, he amended his previous statement and offered to replace this part! My complaint is this – in my book a purchase is a form of contract – I hand over money in good faith and in return receive the product I expected, brand new and functional. No more, no less. We are not asking more than this, so where is the problem? We are not asking anything for nothing. We have a KitchenAid cake mixer that is loved and constantly used – why would we create a song and dance about the processor for no reason – especially since my daughter has been unable to generate the expected and planned income while this farce has been going on. I fail to understand Jacques Meyer’s take on this unless it is just that he enjoys the power of making young women cry? For this reason, I do not intend to let the matter rest – I intend to attempt every possible avenue to rectify what I see as an injustice. I have made contact with “women influencers”, and they have advised resources such as the ombudsman, Wendy Knowler, HelloPeter, Legal Aid and so on – I intend to try each and every one of these. Failing success through these avenues, I will follow through with the help of our attorney who has been advised of all dealings regarding this issue to date. Once I realised we were unlikely to have the matter resolved by Wings Group KitchenAid, we began to document our attempts, keeping a file of photos, videos and all communications to and from Jacques Meyer. These make startling reading and it must be mentioned that, amongst others, he has been tagging Meg Adams, Brand Manager, in these communications – it would appear that his attitude is condoned by the Wings Group as KitchenAid agents. I would, however, far prefer to keep this simple and tidy – I handed over my money in August 2020, I am merely requesting that I receive a brand-new clean and functional appliance, preferably before August 2021. Although, quite frankly, I would prefer a refund so that I can purchase a different brand of appliance and never have to deal with KitchenAid representatives again (I do realise the cracked plunger might make refund impossible). Sincerely Cheryl Cavanagh