Defy Appliances
Verified Business
|4.3|1,426 Reviews (last 12 months)|Responds in 39h 47m
Defy Appliances
Verified Business
|4.3
1,426 Reviews (last 12 months)
Responds in 39h 47m
Rated in:
Scores reflect the Overall AI Score for each category
Defy Appliances
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Defy Appliances shows a sharply polarised customer experience. Long-standing loyalists praise decades of durability and generational reliability, while a substantial group reports serious issues with after-sales service, warranty handling and product quality on newer units. Positive sentiment dominates older-appliance stories; negative sentiment dominates recent purchases involving faults, repairs and call centre interactions.
Replied to 94% of negative reviews
Reply time on negative reviews: 25h 56m
TrustIndex
7.2
Ranking
#4
in Consumer Goods
Reply Time
39h 47m
NPS Score
59
Recommended: Very Likely
Replied to 94% of negative reviews
Reply time on negative reviews: 25h 56m
Aug '25 - Jul '26
Based on recent customer reviews, Defy Appliances shows a sharply polarised customer experience. Long-standing loyalists praise decades of durability and generational reliability, while a substantial group reports serious issues with after-sales service, warranty handling and product quality on newer units. Positive sentiment dominates older-appliance stories; negative sentiment dominates recent purchases involving faults, repairs and call centre interactions.
Defy Appliances's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. Product Quality & Value (3.2) draws strong praise for legacy appliances lasting 15 to 40 years, particularly stoves, fridges and twin tubs. Customers describe Defy as a generational brand offering durability, energy efficiency and stylish design when products perform as expected.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2026
I am extremely disappointed and frustrated with the level of service I have received regarding my fridge, which is still under warranty. For more than two months, I have been struggling with the exact same issue. Every single time I contact the call centre, I am given the same response — that a technician will contact me and that I will receive a reference number. Yes, the technicians do call, but absolutely nothing happens afterwards. No proper follow-up, no resolution, no urgency, and no accountability. I have repeatedly called about the same problem over and over again, only to receive the same scripted responses with no actual execution or direct assistance. It feels like I am being ignored while the issue continues unresolved. This entire experience has been exhausting, unprofessional, and unacceptable — especially considering that the fridge is still under warranty. A warranty means nothing if customers are left without proper support or solutions for months. I am tired of constantly chasing updates and wasting my time repeating myself to different agents with no outcome. The lack of communication, urgency, and customer care is honestly shocking. I need this matter resolved urgently. I simply want my fridge repaired or replaced as soon as possible without any further delays. I sincerely hope this complaint finally receives the attention and action it deserves.
1 reviews | Active since May 2026
I am extremely disappointed and frustrated with the level of service I have received regarding my fridge, which is still under warranty. For more than two months, I have been struggling with the exact same issue. Every single time I contact the call centre, I am given the same response — that a technician will contact me and that I will receive a reference number. Yes, the technicians do call, but absolutely nothing happens afterwards. No proper follow-up, no resolution, no urgency, and no accountability. I have repeatedly called about the same problem over and over again, only to receive the same scripted responses with no actual execution or direct assistance. It feels like I am being ignored while the issue continues unresolved. This entire experience has been exhausting, unprofessional, and unacceptable — especially considering that the fridge is still under warranty. A warranty means nothing if customers are left without proper support or solutions for months. I am tired of constantly chasing updates and wasting my time repeating myself to different agents with no outcome. The lack of communication, urgency, and customer care is honestly shocking. I need this matter resolved urgently. I simply want my fridge repaired or replaced as soon as possible without any further delays. I sincerely hope this complaint finally receives the attention and action it deserves.
1 reviews | Active since May 2026
I purchased a Defy C300 model fridge, which comes with a two-year warranty plus an additional three years of extended warranty. However, Defy is now claiming that we have an outdated booklet and that the warranty is no longer valid. Furthermore, we are being sent back and forth between Hi-Fi Corp and Defy. After seven weeks, we still have not received any proper service from either company.
1 reviews | Active since May 2026
I purchased a Defy C300 model fridge, which comes with a two-year warranty plus an additional three years of extended warranty. However, Defy is now claiming that we have an outdated booklet and that the warranty is no longer valid. Furthermore, we are being sent back and forth between Hi-Fi Corp and Defy. After seven weeks, we still have not received any proper service from either company.
1 reviews | Active since Apr 2012
I bought a dishwasher sold with a **5-year warranty**, expecting reliable support if anything went wrong. The appliance has had the same unresolved issue despite **13 technician visits by 4 different technicians**. After all these visits, the problem is still not fixed. Instead of replacing the dishwasher or providing a practical resolution, Defy continues to insist on more repairs and keeps sending technicians, even though the repeated repair attempts have not resolved the fault. In my opinion, the advertised 5-year warranty is meaningless if the company refuses to properly resolve a persistent issue. A warranty should provide peace of mind, not endless technician visits and no solution. Based on my experience, I would strongly advise others to be very careful before buying Defy, Grundig, or Beko appliances. The warranty may look good on paper, but the after-sales support has been extremely disappointing.
1 reviews | Active since Apr 2012
I bought a dishwasher sold with a **5-year warranty**, expecting reliable support if anything went wrong. The appliance has had the same unresolved issue despite **13 technician visits by 4 different technicians**. After all these visits, the problem is still not fixed. Instead of replacing the dishwasher or providing a practical resolution, Defy continues to insist on more repairs and keeps sending technicians, even though the repeated repair attempts have not resolved the fault. In my opinion, the advertised 5-year warranty is meaningless if the company refuses to properly resolve a persistent issue. A warranty should provide peace of mind, not endless technician visits and no solution. Based on my experience, I would strongly advise others to be very careful before buying Defy, Grundig, or Beko appliances. The warranty may look good on paper, but the after-sales support has been extremely disappointing.
1 reviews | Active since Mar 2014
Bought a fridge in Makro, February 2024. Was advised by the salesperson that the fridge carries a 3-year warranty. Our Fridge packed up 3 days ago. Called Defy service centre on the 25th of May 2026 who advised the fridge still carries a 3-year warranty. Go to Makro Strubens valley 26 May and am advised by the lady in customer care that she spoke to Kele and the fridge is still under warranty and they will get Defy to send out a technician. DIY call center calls back and all of a sudden, the warranty is no longer 3 years but 2 years. They don't care if you explain to them this is not what was discussed or advised. All they can say is that if you purchased after January 2024 then sorry our warranty changed from 3 years to 2 years. Little faith in their own product so they had to change to 2 years. Then they say if you registered it online then you will have an extended warranty (no one advised this in store). They only wanted to sell extended warranties. Makro has the proof of purchase, surely this is enough. **** product and ****per service
1 reviews | Active since Mar 2014
Bought a fridge in Makro, February 2024. Was advised by the salesperson that the fridge carries a 3-year warranty. Our Fridge packed up 3 days ago. Called Defy service centre on the 25th of May 2026 who advised the fridge still carries a 3-year warranty. Go to Makro Strubens valley 26 May and am advised by the lady in customer care that she spoke to Kele and the fridge is still under warranty and they will get Defy to send out a technician. DIY call center calls back and all of a sudden, the warranty is no longer 3 years but 2 years. They don't care if you explain to them this is not what was discussed or advised. All they can say is that if you purchased after January 2024 then sorry our warranty changed from 3 years to 2 years. Little faith in their own product so they had to change to 2 years. Then they say if you registered it online then you will have an extended warranty (no one advised this in store). They only wanted to sell extended warranties. Makro has the proof of purchase, surely this is enough. **** product and ****per service
1 reviews | Active since Nov 2024
We bought a Defy fridge at Ok furniture in Butterworth and the rubber was not sticking when closing the fridge from day one we had it. Ok furniture says they contacted Defy but the fridge is not fixed or replaced. Can someone do something as this is an inconvenience
1 reviews | Active since Nov 2024
We bought a Defy fridge at Ok furniture in Butterworth and the rubber was not sticking when closing the fridge from day one we had it. Ok furniture says they contacted Defy but the fridge is not fixed or replaced. Can someone do something as this is an inconvenience
1 reviews | Active since Dec 2014
I will never recommend any Defy appliance to anyone again. Just over a year after purchasing a brand-new washing machine and tumble dryer, both appliances broke. The quality of the appliances is poor, and the after-sales service has been absolutely unacceptable. We are only two people in the household, and the appliances are used for approximately three to four loads over a weekend. First, the washing machine stopped spinning. A part was replaced, but no explanation could be provided as to why the failure occurred. Then, approximately one or two months later, the tumble dryer also broke. To date, more than six weeks later, I still do not have my tumble dryer back. Technicians attempt to arrive without appointments, as though customers do not have jobs or other commitments. They then arrive without the necessary spares, after which it takes two to three weeks for parts to arrive. Thereafter, they return without all the required spares, collect the appliance for repairs, bring it back still not functioning, and then collect it again. There has been virtually no communication throughout this process, requiring me to continuously follow up myself. Calls often go unanswered, and I have to phone multiple times in the hope that someone eventually picks up.
1 reviews | Active since Dec 2014
I will never recommend any Defy appliance to anyone again. Just over a year after purchasing a brand-new washing machine and tumble dryer, both appliances broke. The quality of the appliances is poor, and the after-sales service has been absolutely unacceptable. We are only two people in the household, and the appliances are used for approximately three to four loads over a weekend. First, the washing machine stopped spinning. A part was replaced, but no explanation could be provided as to why the failure occurred. Then, approximately one or two months later, the tumble dryer also broke. To date, more than six weeks later, I still do not have my tumble dryer back. Technicians attempt to arrive without appointments, as though customers do not have jobs or other commitments. They then arrive without the necessary spares, after which it takes two to three weeks for parts to arrive. Thereafter, they return without all the required spares, collect the appliance for repairs, bring it back still not functioning, and then collect it again. There has been virtually no communication throughout this process, requiring me to continuously follow up myself. Calls often go unanswered, and I have to phone multiple times in the hope that someone eventually picks up.
1 reviews | Active since May 2026
At home we have been using Defy fridge for a while now and it’s been amazing! It cools quickly, keeps everything fresh, and the space inside is well designed, so it’s easy to organize groceries.
1 reviews | Active since May 2026
At home we have been using Defy fridge for a while now and it’s been amazing! It cools quickly, keeps everything fresh, and the space inside is well designed, so it’s easy to organize groceries.
The most common complaint about Defy Appliances, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns & Consumer Rights (1.7) is the weakest area. Customers describe endless repair loops, refused replacements on clearly defective units, technicians blaming insect infestations to void warranties, and CPA rights being ignored. Many wait months for resolutions that never arrive.
Defy Appliances scores 2.1 out of 5 on Hellopeter's AI analysis of service quality in Consumer Goods, compared to the Consumer Goods industry average of 1.8. Their strongest theme is Product Quality (3); their weakest is Warranty & Repairs (1.5). The top AI-rated Consumer Goods business on Hellopeter is Miele (Pty) Ltd (4.2). How is the AI Score calculated? →
Defy Appliances has a TrustIndex of 7.2 out of 10 on Hellopeter, based on 1,426 reviews in the last 12 months. They reply to 94% of negative reviews, typically within 25 hours 56 min. Hellopeter has tracked Defy Appliances across 4,728 total reviews. How is the TrustIndex calculated? →