Faulty goods

On the 01 December 2017 myself Leroy mkhondo and my sister Charlotte mkhondo went to sounds great Menlyn branch and bought a Samsung 49 inch curve tv.the product was sold to us from the box and not tested at the store to see if it works properly.when we got home and tryed to connect the tv we noticed a fault on the screen and immediately called the store.branch manager Mr Jacques Venter told us to bring it back to store when we returned the tv on 04 December 2017 Mr Venter refused to give us a new tv and refused to give us a refund.the company s return policy is clearly stated on their website www.soundsgreat.co.za and it clearly says we were entitled to a new tv set or refund upon return of the faulty tv.this did not happen and such behaviour contradicts what the company preaches about client service and customer experience .fast forward to the 09 December 2017 upon receiving no feedback for a week from Mr venter we decided to go back to the store in Menlyn mall and confront him to give our money back.he proceeded to make a call to his fellow colleague Mr Riaan the branch manager of sounds great in woodlands mall. On the phone call Riaan identified himself as the regional manager of the company and we now know this was a lie .Mr Venter and Riaan have gone as far as to tell us that the faulty tv that we bought at sounds great is not their pro blem because they are acting as third party for Samsung and therefore they will not refund nor replace the faulty product they sold to us.i urge someone in this company to do the right thing and avoid a company s name being tarnished unnecessarily .otherwise we will fight tooth and nail legaly to get what we deserve. This matter really does not have to go to the ombudsman and lawyers it can be dealt with amicably because fact is the company sold us a faulty product and neglected to check condition of the product and on realisation of this fault we acted promptly within the company s policies to return the goods in their specified condition and for that we deserve to be treated with fair costumer service period. Anyone who wishes to do business with sounds great my learning from this experience is please check what they sell you because it could be faulty like ours is and you may be taken from pillar to post for a simple goods return policy.