BEARES BAYWEST BRANCH – MY EXPERIENCE WITH 3 COUCHES, REPEATED DEFECTS AND NOW A DELAYED CASH REFUND

I am sharing my full experience with Beares Baywest Branch because this matter has been going on for far too long, and I am extremely disappointed with how it has been handled.

I purchased a couch from Beares Baywest Branch in August 2025 and paid for the purchase in full in cash. I expected to receive a good-quality couch that I could use in my home without ongoing problems.

Unfortunately, that was not my experience.

The first couch developed problems, including noises from the springs and the seating sinking. There were also concerns regarding the colour not being what I expected. The couch was inspected, but I still had to continue following up regarding the problems and the resolution.

After numerous communications with the branch and Head Office, an exchange was eventually arranged.

The second couch was delivered as a replacement, but unfortunately I experienced similar problems with noise. Once again, I had to contact Beares and follow up regarding the condition of the couch.

Eventually, a third couch was delivered on 3 August 2026.

Before the third couch was delivered, I specifically sent a message to Beares asking them to please ensure that the couch was properly checked before it was delivered, given the problems I had already experienced with the previous two couches. I therefore expected that the third couch would be thoroughly inspected and checked before being sent to me.

Unfortunately, when the third couch arrived, there were still issues. The connecting hooks were placed incorrectly, which meant that the couch sections could not connect properly and sit evenly. The cup-holder caps were also loose and moving around, and there were still noises coming from the couch.

This left me questioning whether the couch had actually been properly checked before it was delivered, especially after I had specifically asked Beares to make sure everything was inspected.

At this point, after dealing with problems with three couches, I no longer wanted another repair or another replacement. I wanted the matter resolved.

I also found my interactions with the Baywest Mall branch manager to be particularly unpleasant. I felt that her manner towards me was unhelpful and that she displayed an attitude when I was simply trying to get a resolution to a problem that had already gone on for far too long.

On 2 September 2026, I had a conference call with a Head Office representative and the Baywest branch manager. During that call, it was confirmed that the purchase would be cancelled and that I would receive a full refund of the amount I had paid.

I believed that after such a long process, the matter was finally going to be resolved.

Unfortunately, I am now facing another delay — this time with my refund.

I was informed that the couch needed to be collected before the refund could be processed. The collection was supposed to take place, but Beares did not arrive as expected, and I had to continue following up regarding the collection.

I then submitted the banking documents that were requested from me for the refund.

Yesterday, I contacted the call centre to follow up, and the agent confirmed that she had received my documents. However, I was informed that the cash purchase had still not been cancelled because the cancellation/refund was awaiting authorisation from the Baywest branch.

Today, I followed up again and was told that the manager has still not authorised the cancellation.

I then contacted the Beares Baywest Branch and was informed that the manager is the only person who can authorise the cancellation of the cash purchase.

This is extremely frustrating.

I have now been without a couch for three days and am currently having to sit on a camping chair in my home because I have no proper seating.

After dealing with three couches, repeated defects, multiple exchanges, inspections, numerous follow-ups, collection delays and now a delay in cancelling my cash purchase and processing my refund, I simply want this matter brought to an end.

I purchased the couch from Beares and paid for it in full in cash. I have comp**** with the requests made to me, submitted the required documents and cooperated throughout this entire process.

I am therefore asking Beares and Head Office to please provide clear answers:

• Why was the third couch not properly checked before delivery, despite my specific request? • Why were the connecting hooks incorrectly placed? • Why has the cancellation of my cash purchase still not been authorised? • Why is the refund being delayed after it was already confirmed that I would receive a full refund? • When will the cancellation be authorised? • When exactly will my refund be processed? • When can I expect the money to reflect in my account?

I have been patient throughout this entire process, but my patience has now been exhausted.

I don't want another couch. I don't want another exchange. I don't want another repair. I want the full refund for the couch I paid for in cash, as was already agreed, and I want this matter finally resolved.

I hope Beares and Head Office will take this complaint seriously and provide me with a clear resolution and timeframe.