It's Not Chilled

I would like to vent my frustration about the horrible experience I am having with OK Furniture Claremont.

I bought a KIC 170L white fridge from OK Furniture Claremont on 08/07/2017. On the evening of the 18/05/2018 (after getting home from work), I noticed that the fridge was defrosting (i.e. it was no longer cold and the freezer ice was no longer solid. There was nothing wrong with the plugs and sockets it was connected to. I even switched the fridge on and off in a futile attempt to restart it. Nothing worked. On the 19/05/2018 (a Saturday morning) I called the Claremont branch ( ********** ) to report the problem. They told me that I will need to come in with my paperwork in order to assist me. This was the first frustration. All my details and also the details of my purchase should have been on the system as I filled out all that paperwork upon the purchase of the fridge.

On 26/05/2018 (a Saturday afternoon) I went in with my paperwork to report that the fridge was broken. The guy on the floor checked the paperwork to the profile on the system and told me that they will send a repairman out to have a look at the fridge. On the 29/05/2018, a repairman came to inspect the fridge. He told me that the compressor is busted and thus could not repair the fridge, it will need to be replaced. he told me that the branch will contact me to arrange a suitable time to fetch the fridge. I waited weeks for them to come back to me. No one did.

Eventually I got so frustrated at being inconvenienced that I called the branch on 13/06/2018. I asked them why no follow up was done. They had no answer for me. And they even asked me what the problem was and what the repairman said was wrong with the fridge. This is utterly shocking! How the hell is there no report showing that a repairman came to inspect the fridge and detailing what the problem is?! Why did I have to phone after them? It's utterly ridiculous. Poor service. Inefficient staff. Frustrated customer. But it gets worse. They said they can't assist me because the lady who deals with exchanges is on leave.

On the 14/06/2018, I get a call from the branch to say that they are awaiting a credit note from the supplier. And I was asked again what was wrong with the fridge. I was told they would get back to me once the credit note was received from the supplier.

On the 18/06/2018, I called the branch back because I had not heard from them, not even for someone to collect the fridge! This is just disgusting customer service. And again, when I called, no one could assist because the lady was on leave. How can a process stand still when someone is on leave? There should be a backup when this happens. Leave should not halt a company or its business processes.

To this day, I have had no feedback from the branch.

I have decided that I do not want another fridge. I would rather have my money back instead of dealing with this company ever again. They have inconvenienced me for nearly 2 months. No apology. No solution. Nothing.

I am sick and tired of dealing with *********** people. I would like to speak to management who will be able to assist me with my issue and I want it resolved within the week. I have seriously had enough of the inefficiency and poor service.

Regards A very irate customer