RUDE SERVICE, BAD QUALITY COUCHES, TIME TO TAKE ALL YOUR COMPLAINTS TO THE CONSUMER GOODS AND SEVICES OMBUD, MAKE SURE CUSTOMERS KNOW THEIR RIGHTS IF THEY PURCHASED ANYTHING THAT IS DEFECTIVE ON CREDIT

I wish there was a star less than 1. But it seems like this is an ongoing problem with Beares and Lewistores head office. Every one complains about the same thing, and they just continue with their poor service. I received an WhatsUp from a lady that worked at Beares that I might qualify for credit, and I sent in all my documents and I was approved. The original couch set that I wanted, they did not have stock of, after asking numerous times if they can order from a different store and if they can make a plan I was told they can't order the corner set that I wanted, I must choose something they have in stock. So I choose a corner lounge suite and a separate 3 seater. They delivered the items. By the 3rd month of having the couches the corner couch, fabric started lifting up, when you sit you can feel the wood at the back of the couch and the wood on the arm rests, but the 3seater couch that I bought I was still happy with.

When I sent them an email, because their contract states that within 6months of purchasing the couches, if it is defective, I can either send in for repairs, request a new couch or request a refund. The lady Dedrei from head office worked on my claim, she phoned me and I explained to her that I'm unhappy with the quality, without asking me what I wanted she put in a request for the store to come and collect for a repair, without consulting with me, and 2 days after that I got a call from the store that someone is on their way to my house to collect the couches for repair. I explained to the guy who wanted to collect that I do not want an repair. So they left the couches. About an hour after they left the lady from head office (Dedrei) phoned and ask did they collect the couches, I said no, because I do not want an repair I want an different set because if the couches looks like this, and we only used it 3 months, but I still need to pay for it for 3 years, and that I'm unhappy with the quality. She still insisted that the guys need to pick up the couches for a repair. Very very rude. So she said she'll get back to me. So with lots of up and down phone calls from her, she said they can do a different set of couches but I have to apply again, the whole proses from the start, which I can not understand I've been approved for a certain amount, they are quick to take the payments, I have paid on the couches so I said they must come and take back the corner couch. I am happy with the 3 seater, I'll continue paying on the separate 3 seater, her response was that If I wanted to keep the 3 seater that I have already paid 3 months on that I need to re apply for credit for the 3 seater as well, so I said in that case they can collect all their couches and refund me. So she phoned me back after a few days and said they are doing me a favour for taking back the couches so they want to collect that afternoon. I told her I'm working the Wednesday, Thursday, Friday until 5:30 but I can arrange to be at home on the Monday, but then I had to listen to her screaming that the couches needed to be collected immediately, she also phoned my husband and said we must meet them at 50/5o because they are doing us a favour, she was so rude that he hanged up the phone in her ear. So she phoned again on the next Wednesday and I said they can collect but I wanted to know how long my refund would take. Her response was they need to collect the couches, to take it off my account immediately and then the refund would take 5-7 days. She phoned the boksburg branch and sent them to collect. I'm glad I took videos and photos of the guys carrying the couches outside because they did not even care if the couches pushed against the gates or shaved against the paving outside. While the guys loaded the couches, Dedrei phoned then and told them to please make sure they collect everything and not to leave one thing behind with those people.

Today it is 7 days after collecting they have not even canceled my debit order which goes of in 2 days, but I have no couches, I'm waiting for my refund to purchase new ones, we are sitting on an old 3 seater and we are 6 people in our house. If this is not resolved within the next week I'll take it further to the Consumer Goods and service ombud and to the National Financial ombud Scheme. I have sent emails but I do not receive any reply, I have asked for the recording of the rude phone calls, but they do not want to give it to me.

Please everyone struggling make sure that you know your rights, and if you struggle contact the CGSO and the NFO if you do not get service from Beares and Lewis stores headofice. This bad service can't vontinue