Freezer company warning
MY PARTNER and I started an ice cream business last year, named after my mom. We opened a shop and bought a freezer from Sunrose, an online appliance shop.
They promised it was a perfect ice cream freezer and would go down to -22ºC. The first one went down to -13ºC at the most and melted all our ice cream.
The second one they sent did the same. The third one they sent goes to plus 22ºC. It doesn’t even get cold at all. So it’s a complete dud.
This has been going on since the end of October.
We are now asking for a refund and they’re saying it’s company policy to not give refunds, but we can choose another product.
From what I remember from the Consumer Protection Act, that isn’t an option for businesses – if it doesn’t work and we as the buyers have given them the option to repair or replace, and the thing doesn’t even work at all, then it is our right to get our money back, am I right?
They never sent us a policy or anything written – the freezer, or “freezer” – just arrived with no paperwork. I do, however, obviously have proof of payment and all the correspondence in black and white.
We’ve lost not only the R12 000 that we paid for it, but also thousands of rand of stock that melted, as well as income that we could have made on those days where we were open but didn’t have ice cream to sell.
Georgie: I contacted Sunrose numerous times – once, a manager promised on the phone to speak to the owner, but I never heard back, despite reminders.
They also ignored emails and yet they promise a 24-hour support line to all their customers for their after-sales and service needs.
Their website even says: “All products sold by Sunrose Online (Pty) Ltd carry a warranty against latent and patent defects in terms of the Consumer Protection Act 68 of 2008.
“In addition, we carry all spare parts and accessories, and our technicians are ready and available to resolve your concerns.
“If you have any questions or queries, then please do not hesitate to contact us.
“We have a dedicated sales team that are more than happy to help. We look forward to doing business with you.”
You have been warned.