Poor customer service and communication

I bought a Kenwood Elite chef online in the beginning of January 2025. I unboxed the received order on 12/01/2025 and noticed oil coming from the motor and the machine made a strange noise when operating. The Kenwood box it came in, were also shabby looking and did not look like packaging you would expect for a new product. For returns you are referred to Byron, with which you communicate on whatsapp. I contacted Byron about the faulty product, he promised to source another machine. Really? Don’t you have these machines in stock for an exchange? After a gracious time allowance, and numerous follow up messages I finally requested a refund on the 21th of January. Again, after many WA messages DSV finally collected the machine and delivered to Culinarium (Bawas in Ladysmith) on the 5th of February according to DSV records. Again, no communication from Culinarium. I again sent Byron a WA on the 12th of Feb to enquire about the refund. He said they only received the machine back the previous day, which was of course not true. The refund was paid on the 13th of February. This was not communicated to me. This was not a good experience and I will not buy from them again.