Poor Service and dishonesty by the shop including breach of contract.

I convey my disappointment in a way bears handled my complain regarding the item I bought. On the 02/11/2023 i went it to MNYANDU MALL BEARS shop to give my complain regarding the condition of the sofas. that needed either a repair or replacement this was a second complain is a space of less than 12 months. I was helped by Mr Keneth Mngadi at the store to lodge my complain. all went well and he assured me he has captured everything that was required in order to action my complaint. after that day no communication was received until i took an initiative to make a call on *** which is the shop number and i asked for Mr Keneth Mngadi. i enquired to the progress on my complaint and he knew nothing he had to go into the system to update himself while i was holding on the other side. to my Suprise he stated that the matter is closed, and the reason provide is no repairs when asked what exactly it means he had no idea by the fact is they were not entertaining my matter any further. I find this so strange as the item is still under warranty which expires in December 2024 and according to the contract i am paying for warranty insurance. I was told the Regional Controller by the name of DION BERNARD made the decision to decline the sofas to be repaid or to be replaced.

Iam so confused and angered by this unprofessional behaviour yet I am expected to continue honour the payments as per the contract.

I would like someone to call me and give me explanation of the reasons for declining my request and explain the warranty that i know of to be in existence until December next year as to how does it benefits me since i pay a hefty fee for it.