Returns and refunding.

I bought a combi Defy fridge/freezer from them less than a year ago, the fridge doesn't keep things cool and freezer no longer works at all. They were very quick to deliver the fridge to us with the proper courier and equipment to cart the fridge into our house. We got the fridge in November and the fridge stopped working early July which means we've had it for 8 months and has a guarantee of 5 years. As soon as we found out about it I checked on their site what the procedure was to return an item. It seemed simple. Was sent an email stating that I will be refunded. The returns supervisor Kevin called me and told me that they will have a courier collect it and from there it needs to be sent to Defy for them to check it on their site because they do not have the equipment to check it on site (Westlake). They informed me that a courier would collect it for a week the courier came everyday but there was an excuse everyday. 1st day they didnt have a proper vehicle, 2nd day they had a truck and nothing to cover the fridge with, 3rd day they didnt know they were collecting a fridge, etc it went on for a full week and is still happening today. The day I was promised that they would fetch it even without the proper cover/packaging they didn't show up. Then I notcied that something wasn't right so I went to their returns policy again and read it thoroughly. It said that damages caused between my home and westlake would be liable to me. So I decided to call Defy to ask them what the procedure would be and they told me that a technician is sent to your home for an assessment. The fact that the courier wasnt notified each time that they were collecting a fridge was my sign that something wasn't right. Everyday I would email them and they wouldnt respond once I told them that Defy was coming to my house for an assessment. From that time multiple couriers were here to collect the fridge and I kept telling them that Defy was coming to check it out themselves. This company is very quick to take money but will find anyway not to give it back to you. You will notice damages that weren't there before you sent it to them. The customer service is terrible. You have no guarantee on any of your items. This is not a reliable company. Be careful with purchasing from Loot.co.za. Will take this further on another platform if my money is not refunded.