Bradlows Chatsworth ignoring same-day complaint – unacceptable service

I purchased a Lagos Recliner 3-piece lounge suite (Order ***) from Bradlows Chatsworth on 6th January 2026 for R26,000 (paid in full cash).

The unit was delivered on the 20th January 2026 I was not home at home during delivery and it was signed for by my mother. When I arrived later that evening, I immediately noticed that the lounge suite is completely unsuitable for my home.

It blocks the front door entrance and restricts walkways, leaving only about 35–40 cm to squeeze through. This is not only inconvenient but also a safety concern. Unable to use the the recliner feature because of how close the sofas are due to space.

I logged a return/exchange request on the SAME DAY (20 January), followed by another complaint on 21 January. Since then, I have consistently followed up every second day with the store, customer care, and head office. An exchange was requested under 24hour of delivery but received no joy since.

Customer Care References:

- *** - ***

Despite all of this, Bradlows has failed to provide any meaningful assistance. The lounge suite is still unused and in brand-new condition.

I have escalated the matter to the Consumer Goods and Services Ombudsman (***), but the process is extremely slow.

It is extremely disappointing that a same-day complaint is being ignored in this manner.

At this stage, I am simply requesting a fair and reasonable resolution – either an exchange or return. It's been over 2 months since I logged this query and exchange with Bradlows and still waiting.

I will now be escalating this matter further due to the lack of response.

I hope Bradlows urgently steps in and resolves this matter.