Painful experience from Sunrose Online (PTY) LTD

I bought a product from you online on the 18th of November, 2020. I sent you the proof of payment on the same day. You told me it would take 3 to 5 days for it to get delivered.

You only couriered it on the 25th of November only after I had made several enquiries on where my order was.

When the product eventually arrived on the 1st of December, I found that it was broken.

I sent an email to *** on 1st December as per your return and refund policy and attached images of the product where I showed the broken parts.

I never received a response from you. I subsequently sent you a further 3 emails on the 11th and 14th of December to follow up. Till this day, I have not received a single response.

At the same time, I was communicating with Aqeel who handles the Whatsapp number ***, to inform him of my dissatisfaction of their product, as well as the non-response on the emails that I had sent.

On the 7th of December, I spoke to Aqeel and he informed me that they had claimed from the courier company as the product had broken in transit. I am not surprised that it had broken up as the material used to manufacture the product was of low quality. The welding is also below par.

He subsequently told me to follow up with the courier company myself. Clearly, I am not worthy enough for him to follow up himself on behalf of their customer.

On 15 December, I called Aqeel and asked him why he did not respond to my email where I had requested a refund. He told me that he isn't responsible for the email address. I subsequently requested the name and contact number of the person who did. He promised to send me the details within an hour. He failed to do this simple task and only sent me the information the following day after I had followed up with him.

The person Aqeel said manages the email address is Phillip whom I called on the 17th of December on the number provided by Aqeel. Someone else answered the cell phone number provided and I was informed that Phillip had not reported for work as yet. I left a message to call me back and till this day, he has not called me.

When I sent Aqeel a Whatsapp message on 30th December to follow up on the refund, I received no response from him even though he read my message.

It is quite clear to me that Sunrose has no intention of remedying this situation and has left me with a low quality and faulty product that I cannot use.