Defective machines / poor customer service

We bought and oven and a mixer from Sunrose Pty Ltd on 22nd March 2022 with a one year guarantee on these products. These goods were delivered on 29 March 2022.

The goods were delivered by two people and old man and a young boy. I enquired about his delivery boys as these are heavy expensive equipment. The driver told me that he normally gets people from around the neighborhood to assist him to carry these products. We paid a delivery fee for expert delivery assistance as Sunrose states that they have a separate delivery service that we must pay for. We paid delivery to have brand-new machines to be delivered with no problems and the old man did not even assist the young boy and we obtained three individuals from the neighborhood to assist to offload the vehicle.

Raheema gave us incorrect information that the oven works on a normal phase power supply when in fact this oven required a breaker switch. Raheema **** to us and just wanted to make a sale apologized and stated her technicians informed her incorrectly and she further quoted me R1950.00 to have a breaker installed which we declined.

When we unpacked the mixer on 08th April we observed dry oil stains from the motor and drip bowl. We reported and they told us we must clean it with degreaser. The oil stains did not come out. Sunrose agreed to do a replacement as per the WhatsApp chat. What we also discovered with these machines is that they have serial numbers *****ed on plated rather than engraved on the machine. We did not want to send this machine away as we wanted a replacement as agreed upon because we feel that we would have just got the same machine back. We wanted Sunrose to do a fair swap for a new machine when they picked up the brand-new machine.

When I asked Shahid from Sunrose if it's fair to pay an additional delivery fee for a brand-new defective machine – he said to me on the phone – “No” it's not fair. However, we had no choice but to accept their quote for R 450.00 for delivery fee to pick up this brand new machine and do a swap. However, when the day came to pick-up, no replacement was being sent and they stated that their technician will need to view this machine. We enquired as to whether we will be charged another delivery fee for replacement, they did not tell us anything.

we eventually pay a fee for a private delivery vehicle to pick up and drop off the machine for R1100.00 additional delivery fee. Guess what...Sunrose sated that there was no oil leaks and they silicone the machine and sent it back to us. When we received it it still was still leaking oil into the drip bowl.

On 29th June we reported rust in our oven, we are still awaiting their technicians to respond. Its been over six months

Below is the whatsapp chat with Sunrose 4/5/22, 10:00 - Messages and calls are end-to-end encrypted. No one outside of this chat, not even WhatsApp, can read or listen to them. Tap to learn more. 4/5/22, 10:00 - Sunrose: <Media omitted> 4/5/22, 10:01 - Sunrose: Salaams Aslam trust u r well. Kindly find attached quote from the technician department 4/5/22, 10:25 - Katz: ***. Pls contact my husband on this no as I'm at work 4/8/22, 12:10 - Katz: <Media omitted> 4/8/22, 12:10 - Katz: <Media omitted> 4/8/22, 12:11 - Katz: We tried wiping it, and does not come out 4/8/22, 12:11 - Katz: Also the mixing bowl as oil stains 4/8/22, 12:14 - Sunrose: The oil is from the machine. Only degreaser would be able to remove those oil stains 4/18/22, 17:02 - Katz: <Media omitted> 4/18/22, 17:02 - Katz: <Media omitted> 4/18/22, 17:02 - Katz: <Media omitted> 4/20/22, 11:26 - Katz: <Media omitted> 4/20/22, 12:01 - Sunrose: Salaams my technician is here today if possible would u be able to bring in the machine so he may view it 4/20/22, 13:02 - Katz: No. The machine is too large and heavy for my vehicle. And you indicated that you would replace this machine so that is what we want you to do. Replace the machine or refund the cost 4/20/22, 13:09 - Sunrose: A technician will have to view the machine before any decision is made. And i advised u i await feedback from management 4/20/22, 13:16 - Katz: I am sorry, I want a replacement or refund. You don't expect to have problems with a brand new machine. 4/20/22, 13:16 - Katz: You are not offering a solution problem 4/20/22, 13:18 - Katz: We paid for your services 4/20/22, 13:23 - Sunrose: Let me share ur messages with management n will advise u shortly 4/20/22, 16:34 - Sunrose: Salaams management has agreed to do an exchange kindly advise u may collect n do a return. Thank you Regards Raheema 4/20/22, 16:40 - Katz: Good day we paid a delivery fee for a working machine, so we expect you to pick up the defective machine and bring us a working machine 4/28/22, 08:28 - Katz: Slms, I spoke to Syed as we were still waiting for your managers call 4/28/22, 08:28 - Katz: We are awaiting an update regarding our exchange 4/28/22, 08:30 - Katz: We don't want to pay any additional fees for the exchange 5/2/22, 09:31 - Sunrose: Slms aslam. Trust you are well and had a great ramadaan. Insha'allah hope you have a blessed eid tomorrow as well. Just messaging to inform you that it wont be possible for us to come out and collect the machinery for you, was informed that you will have to bring it in and we will do a straight swap for you. Maaf for all inconvenience caused. Kind regards. Shaahid 5/2/22, 10:18 - Katz: Dear Shahid, so in essence I have wasted my delivery fee for a defective machine. Please send your driver and quote for a delivery for exchange / swap 5/2/22, 10:20 - Sunrose: Insha'allah i will be able to do that for you on Wednesday after eid as i am the only one in the office today. 5/5/22, 09:24 - Sunrose: Slms. R450 5/5/22, 09:25 - Katz: Ok. Will keep the money at home 5/5/22, 09:25 - Katz: Let me know when 5/10/22, 07:46 - Katz: slms, we still awaiting feedback 5/10/22, 08:49 - Sunrose: Wslms aslam, maaf for late response, my guys will be in phoenix today. So inshallah they will come uplift your machine i will inform them 🙏 5/10/22, 10:20 - Katz: 👍 5/11/22, 11:34 - Sunrose: Slms aslam, maaf for not making it through yesterday, team finished off extremely late. Currently waiting on a driver to come through for your collection 🙏 5/12/22, 12:27 - Katz: Slms, we still waiting for collection 5/12/22, 12:39 - Sunrose: Wslms is anybody at home now for us to collect? 5/12/22, 12:47 - Sunrose: Let me know so i can send them your way. Jazakallah 5/12/22, 12:59 - Katz: Yes 5/12/22, 13:08 - Sunrose: My guy will collect cash on arrival. Shukran 5/12/22, 13:08 - Katz: 👍 5/12/22, 13:08 - Katz: Please send me invoice for delivery 5/12/22, 13:09 - Katz: Pickup 5/12/22, 13:13 - Sunrose: <Media omitted> 5/12/22, 13:13 - Sunrose: Sending hardcopy as well 5/12/22, 13:17 - Katz: I am getting the replacement? 5/12/22, 13:20 - Sunrose: Yes we just need to collect this machine first to identify a problem and then replace for you 🙏 5/12/22, 13:25 - Katz: Pls note that I expect you to bring the replacement machine when collecting this machine. I don't see why I have to further wait for a replacement and endure further inconvenience. Furthermore I will not wait days for you to come back to me and then tell me that I need to pay a delivery fee for the replacement. Kathija 5/12/22, 13:53 - Katz: <Media omitted> 5/12/22, 13:53 - Katz: <Media omitted> 5/12/22, 13:57 - Sunrose: https://sunrose.co.za/return-and-refund-2/ 5/12/22, 14:01 - Sunrose: Your issue will be seen to. Maaf for all inconvenience caused. 6/27/22, 11:37 - Katz: <Media omitted> 6/29/22, 18:45 - Katz: Good day. I am still awaiting a response to my query 8/10/22, 12:09 - Katz: Good day. I am still awaiting a response to my query 8/11/22, 11:20 - Katz: Good day. I am still awaiting a response to my query 8/19/22, 17:08 - Katz: <Media omitted> 8/19/22, 17:08 - Katz: Advise when we getting our replacement 8/20/22, 09:24 - Sunrose: Good morning sir trust you are well. Kindly note that your mixer was received and is been assesed by the technician currently. 8/20/22, 12:58 - Katz: 👍 8/26/22, 12:22 - Sunrose: Good afternoon kindly advise on the the collection of your Cake Mixer 8/26/22, 14:39 - Katz: Good day. Will fetch mixer but 1st advise whether it is a replacement as you previously indicated. Also your technician have not responded to our queries on where all the oil came from if there is no oil leaks 8/30/22, 19:07 - Katz: Good day. Still awaiting a response. 9/1/22, 10:07 - Sunrose: Good day trust u r well. I had 2 technicians view your cake mixer and both have confirmed that there is no leak. N the mixer is operational and functioning properly. Kindly make the the necessary arrangements to collect. Thank you 9/1/22, 10:23 - Katz: Good day. That still doesn't answer the question of where the oil came from 9/8/22, 09:15 - Katz: Good day. Will send someone to fetch the mixer 9/13/22, 15:00 - Katz: Good day. Driver will pick up mixer next week 9/30/22, 09:22 - Sunrose: Good morning kindly note ur mixer has been placed into storage. Upon collection kindly advise in advance so arrangements can be made. 9/30/22, 09:26 - Katz: Good morning. Mixer will be fetched on Wednesday 10/10/22, 08:18 - Katz: Driver is on his way to fetch the mixer 10/11/22, 17:08 - Katz: <Media omitted>