faulty/Defective goods

I am writing this review to bring to your attention a few unpleasant incidents that have occurred over the past 2+ years. I've purchased a Defy Twin**** washing machine from Lewis stores on August 1, 2022. Sadly, the product that was delivered on August 3, 2022, was an unboxed secondhand product. NB: I purchased the washing machine on a contract basis and paid my contract in full in January 2024. Within the same week when I used the washing machine for the first time, I realized that something was wrong with the washing machine. I immediately contacted the store and was put through to the manager. I then explained the situation to the manager. The manager was not surprised and his response to me was "I will try to get one for you in a box from another store or warehouse as soon as possible" and he also said and gave me a written proof that I can for the being "use the washing machine just like that" until they can find another one. Months went by where I had to on numerous occasions personally go to the store and literally beg him to replace the washing machine as I did not feel comfortable using the washing machine like that, because every time I'd try to use the washing machine, it sounded worse than before, however there was always a different story from the manager and despite me contacting him every time and going to the store on numerous occasions, the manager would still act shocked to hear about my case and not recognize me when I'd come to the store after NUMEROUS occasions. Eventually in July 2023 the washing machine was replaced with a new washing machine after almost a whole year. a whole year of me contacting the manager, me going to the store, me being stressed out because I was too afraid to use this washing machine in that state. I was so happy and relieved as I thought my stress and worries were over and had been dealt with. Only to find a few months later that this NEW washing machine is also faulty. In January 2024 I realized the NEW washing machine smelled like burn. Immediately again I sent in a complaint and only months later in March or April two of DEFY's technicians came to my house to check the washing machine out, their response to me was "nothing is wrong with the washing machine". I accepted this response as I am not a technician, and I am not a professional in that profession. In July 2024 I contacted the store again and this time it sounded like something had come loose in the washing machine also by the spinner where it was smelling like burn. Months went by where I again had to contact the store on numerous occasions and eventually the new manager reached out to me in September 2024 via WhatsApp and asked if someone had come to check out the washing machine yet, my response was NO as no one came out to my house after I had laid the second complaint of the washing machine (spinner) making the noise as if something was loose at the back. In September 2024 two men from the store came out again and just took a look at the washing machine, they told me I won't be able to use the washing machine in that state (I was already not using it for months since it started sounding like something was loose at the back) the two men confirmed that there is something loose by the spinner but "they had to get some *****s to fix the problem". they never came back until the manager personally came and he collected the washing in October 2024, a few days later the washing machine was delivered during the day while I had to take 10 mins to break away from work and I explained to them and the lady who contacted me to confirm that the washing machine was fixed, I explained that I am still working and will only be able to confirm once I was able to switch the washing machine on again. They said it was ok as I explained that I will give feedback to the manager. Within that week when I switched the washing machine on, on the October 20,2024. I again immediately contacted the manager and told him that the washing machine was not fixed, and it was doing the exact same thing (sounded like something was loose at the back) once again I am now without a washing machine, the washing machine is standing there but as an ornament. However, the manager rep**** on WhatsApp and said he will book it in again on October 21, 2024. The washing machine was never looked at again and never fetched from me for the booking in to repair. I contacted the manager again on numerous occasions and on October 30,2024 the manager sent me a message saying that he did speak to the lady that deals with the repairs and the lady said for the time being I should keep the washing machine at my house and they will send someone again to look at the washing machine again and give them a report (feedback). November 19, 2024, I sent the manager a message again telling him that no one came to look at the washing machine or came to collect it for repairs. the manager rep**** to me and said, "he thought they had already sorted that washing machine". he also said he will send the people working with repairs an email again on that day and find out. On November 26,2024 I enquired about the washing machine again and the manager rep**** and said when they will drop the couch (the couch was also only repaired after 2+ years), they must collect that washing machine. on December 15, 2024, I was now drained by the whole situation, and I sent the manager a message again enquiring about the washing machine because now it seemed I'll be left without a washing machine throughout the holidays. On December 18,2024 I sent a message to the manager emphasizing the fact that it has been more than 3 months that I have been in contact with him and the washing machine was still not fixed or even collected for repairs. The manager's response to me was "the company that has to fix the washing machine has closed for the holidays". At this point I just felt so disappointed as I have been trusting professionals to help and assist me in this regard but at the end of the day I was just treated as if I am just another document to their company. After the last inquiry, I contacted the manager again and he said the lady at repairs said "the washing machine is working 100%" I was shocked to the core because I've been in contact with all these different parties for almost a whole year and just be told such lies, that the washing machine was working 100%. On December 27, 2024, I asked about the washing machine again and the manager just told me that the company that suppose fix the washing machine is still closed. On January 10, 2024, I contacted the manager again only to find out that this manager is no longer working at Lewis stores. at this point I AM LITERALLY DRAINED AND FELT LIKE LEWIS STORES LITERALLY DOES NOT CARE ABOUT THEIR CLIENTS AND THEY HAVE FAILED ME AS A LOYAL CUSTOMER! I then proceeded to contact the store and spoke to one of their employees and I had to explain this whole situation again. the employee then explained that the new manager (third manager handling my case) is now the new store manager, and she will "give her the message". Days went by and I had to contact the store again to speak to the new manager, again I had to explain the whole situation after it was promised to me that the employee would give the new manager the message. At this point I am drained, the new manager promised to call me back and absolutely did not, what she very well did explain to me when I contacted the store once again and asked to speak to manager, is that this is not her fault and not a problem she created as she is a new manager at this store and the old managers worked with my case. I then proceeded to explain to Lewis stores newly appointed store manager that I am Drained emotionally, I am emotionally frustrated, my patience has been depleted by their company and most importantly I also did not create this problem. I've lodged a formal complaint, but I have learnt that the new store manager as well as the agent who is handling my complaint are deliberately dragging my case and are deliberately withholding my refund as the previous manager had already explained my case and situation to them and he had already told them I'm eligible for an exchange or a refund. The agent on my case is acting as if she had never heard about my case from the previous manager and I was contacted by a new manager once again on the February 12 2025 and was again told he knows nothing about the case as the old manager had dealt with my case and there are no records. The agent as well as this new manager had told me that the repair company is saying they cannot get a hold of me and my question was then how you are getting a hold of me with the exact same contact details. I am now writing this review to share my horrible traumatic experience I had experienced whilst being a client of Lewis stores. and I am currently fighting a battle with them for a refund, As I unfortunately can no longer work with Lewis stores, firstly, due to the fact that their management is so utterly unprofessional and inhumane and secondly, I literally have to run around and fight and deplete my energy and my finances for airtime and traveling to solve this matter in a professional manner and fight for what's lawfully and rightfully mine. I tried my utmost best to be patient and understanding and handle this situation in the utmost professional and humanlike manner, for more than 2 years. Lewis stores claim to be professional and to follow procedures, policies and I can personally say that it's all a LIE. as I'm typing this review, whilst I am fighting with them to follow and honour their own return/refund (defective goods) policy!