Sunrose Online terrible after sales service

I purchased a freezer from this store and within 2 days noticed that some of the stuff are defrosting whilst other stuff are frosting too much. After going back and forth for 2 days, they refuse to provide a refund. They want me to take the freezer in for a technician to look at. I want refund as I was sold a brand new product which should require a technician to look at it. I told the lady that I will be reporting this to the NCC, she said that I should go right ahead.