Fridge not cooling and customer service offered poor service - Consumer Complaint for OK Furniture - Head Office

Good day!

I’m an extremely disappointed customer and I’m really disgusted with the way OK furniture treats their customers.

In July 2020 I purchased a fridge from OK furniture store in Swellendam, Western Cape. It’s was a KIC KBF 631 ME Water Fridge. The seals on the freezer door was not sealing the freezer properly and my food in the top rack was spoilt. We complained to the store in Swellendam on 31st October 2020. They promised to send a technician from KIC to have a look at the fridge. The technicians from KIC then made contact with me and failed to show up on agreed times on many occasions, KIC technicians told OK furniture no one was home. It was over a month and no one assisted us.I was at home and had to take time off every time and no one showed up. On 10th Dec we received a new KIC fridge but this fridge is not cooling. I called the store on Monday( 14th Dec 2020) telling them my food is off and the fridge is not working, no one was able to assist me they said I should call the next day to speak to the manager. I called in 15th December spoke to Tanya and she was not at all helpful she kept transferring my call to other people and people working in the store transferred my calls to new people all the time making me a fool, Lauren Gertse and a male colleague was one of the individuals who kept transferring my calls which I had to explain the my issue to 5 different people. Lauren and her male colleague were absolutely rude and disgusting to me over the phone and was unable to assist me.

I then called ok Furniture head office customer care, I spoke to Charmine and she was not at all helpful. She said the technician can only come out next week. She gave me a contact number which I couldn’t get a hold of her and I had to call a millions times to get through to her, she is not friendly, she doesn’t understand I’m now sitting with a broke fridge and all of my food is spoilt for the rest of the month. She then gives me a “Regional managers” number which goes to voice mail. My Fiancé contacts the store in Swellendam and they don’t want to give us a definite answer on a refund. We are now sitting with barely any food and a broke fridge, and we have no extra money to buy additional food, it is so sad because during this festive period we lost all of our food due to buying a broken fridge from Ok furniture and no one can assist us on this or take responsibility for it

Please help because your staff working in customer care can not assist us