Frustrating experience from SMEG after buying a R12,000 kettle

We brought our D&G kettle into the Cape Town showroom Sept 2020, this was a brand new kettle unused and we noticed that the lid mechanism was loose and faulty. The unit was replaced eventually. The second D&G kettle was returned Dec 2021 due to peeling of the paint and the again an issue with the lid. The kettle was replaced with a new unit which we came to pick up on 02 Feb 2022. Before leaving the store we opened the box to check and yet again we noticed a lid Mechanism that was very loose and getting stuck. We never accepted the kettle and left it at the store.

This is now really becoming frustrating, we had endless issues with our freezer door and now this issue with the kettle for the fourth time. We are awaiting now stock for new kettle since beginning of this year and no ETA is being given, every month we do follow up and nobody in South Africa can give us timeframe to when we can expect our new kettle. ETA was first given for July, then went to August and then November, and now they saying next year only. Seriously we can’t use a cracked kettle after paying R12,000.

What was more annoying is the fact the staff was more concerned about leaving the store and worried of missing the transport and asked why we come so late to the store. I don't believe that this is the way your staff should be speaking to clients. The service received from a brand store is very disappointing and appalling.

All our kitchen products in all our properties are only from Smeg, so we value the brand but it doesn't seem that the service lives up to its name.

We were dealing with Simone, Lizette, Nishelle and Yugeshni.

Lizette from Smeg Cape Town has been trying to assist us, Yugeshni from Smeg SA never respond and Nishelle from Smeg SA keeps passing it back down to store level. I want to take this up with SMEG SA to intervene as it's becoming very frustrating to say the least. I have requested that senior management Rudi be in contact with us, but it seems that he is not interested either in client satisfaction. I should have rather bought a R200 kettle at clicks than to have paid a R12,000 for a kettle that doesn't last. We actually bought another kettle to use to avoid using the D&G kettle.

Please take this matter up and I'd expect feedback from management on the way forward.