Frustrating customer service from Yuppiechef

We purchased a new Philips Air Fryer from Yuppiechef in January 2025. After less than six weeks of use, the basket became misshapen, preventing the unit from closing properly. Since the product was still well within its warranty period and comes from a trusted brand, we returned it to the Yuppiechef store on March 17th. We were informed that it would need to be sent from Johannesburg to Cape Town for supplier assessment.

Over the next three weeks, we received vague updates stating only that the air fryer was "still being inspected." On April 7th, we were finally told that the basket would need to be replaced, but that the replacement part would only arrive on April 18th—ironically, a public holiday—making it a full month since we had dropped off the product.

After expressing my frustration via email and explaining that this turnaround time was unacceptable, especially considering the clear manufacturing defect and how new the product was, I was assured on April 10th that the matter would be escalated to the supplier. However, I received no further updates. I followed up by calling Yuppiechef customer service on April 16th and was again promised urgent feedback—yet as of April 20th, I still haven’t heard anything.

Yuppiechef, it has now been 4.5 weeks without our brand-new air fryer, which we use daily. This level of service is simply not acceptable, and it's disappointing coming from a company with such a strong reputation. Please resolve this issue by replacing our air fryer, rather than continuing to delay with repairs for a defect that should have been addressed immediately under warranty.