Faulty Dyson Airwrap & Extremely Poor After-Sales Service – Yuppiechef

I purchased a Dyson Airwrap from Yuppiechef for approximately R13,000, and from the beginning the device has had an intermittent fault where it randomly switches off — sometimes within seconds of use. While it would occasionally work fine for periods, the issue has become significantly worse over the past few months to the point of complete frustration.

I took the unit to the Menlyn store, where the staff were helpful and arranged for it to be sent in for repairs. Initially, I received updates, but when I was contacted to collect the device, I was told that the report found “nothing” wrong. This is despite the fact that the device clearly does not function consistently.

Fortunately, I had video evidence of the device failing, which I insisted be sent back with the unit for further inspection.

From that point on, the service has been unacceptable. I have received ZERO proactive updates from Yuppiechef. I have had to physically go into the Menlyn store twice to follow up:

• First visit: “Still under inspection.” • Second visit (after almost a month): I was told the feedback was that if I have thick hair, I should use a cold shot — essentially implying user error for a device that does not even switch on properly.

This response is both dismissive and frankly absurd.

I then took it upon myself to contact head office multiple times. Each time I was promised feedback, and each time no one followed up. Eventually, I spoke to a representative named Keagan, explained the entire situation, and requested either a replacement or a refund.

His response? The supplier found “nothing wrong,” so no replacement could be issued.

This is completely unacceptable. As the retailer, Yuppiechef sold me a faulty product. I have provided proof that the device is not functioning correctly. It is not my responsibility to deal with the supplier — that is between Yuppiechef and Dyson.

At this point, this is no longer just about the product, but about the complete lack of accountability and customer service. I have been a loyal Yuppiechef customer and have supported the brand extensively, including for my interior design projects, and this experience has been extremely disappointing. I am requesting a full refund or a replacement unit. I cannot justify paying this amount for a product that only works occasionally.

I sincerely hope this matter is taken seriously and resolved urgently.