Poor Customer Service - Return of Device

We purchased a handheld massage machine on Saturday (30th March 2024) at Gateway Mall Umhlanga. On the day we were advised by the sales consultant (JP) that if we were not happy with the machine we could return it, with no additional costs. We purchased the machine in good faith and believed that all was fair and true. He further advised that he didn’t have a black machine and if we took the one he had in stock, we could swap it at any time (refer to invoice). Now we are being referred to the terms and conditions.

We contacted JP on 03rd April 2024, to let him know that the machine was not working properly as it makes a strange noise and that we would like to return it (REASON FOR RETURN). JP then referred us to the Head Office. Upon contacting the Head Office, we spoke to Michelle who advised that a 10% handling fee will be charged.

I do understand that your terms and conditions state 10% handling fee; but under our circumstances, I find that we were falsely given assurance, clearly with the intent to deceive us into purchasing the machine. This is not only unreasonable but proves that customer service within Electromedics has no value or ethics. I am very disappointed and disgusted at the service, since we were assured that no charges would be applicable.