Bad customer service and false marketing

Bradlows claims to have a 7 day complain whereby after you have bought their furniture they will do a curtasy call(call the customer to find out if they are happy),if the goods are delivered damaged then they will exchange the goods within that seven day,well my experience is different,I bought a base set in bradlows jeppe on the 7th of May,and paid cash,it was delivered just before close of business,then on the 9th I called the sales person and informed him that the base is damaged on the corrugated board,he asked me to send him a video in which I did,I kept in asking for feedback but he (the sales person )said he has not received feedback until on the 13th when I asked him for a reference so I can send to their headoffice,he gave me a reference number but not for a seven day complain,the reference was for an old purchase ,that is damaged and logged for repair,and according to the reference number it was only logged on the 13th.

I escalated the matter to bradlows headoffice via Facebook,they in turn logged that call again on the 13th,and escalated the log to Serta,Serta checked the log on the 14th and called me,they also requested the video,I sent it and the lady said she will escalate the matter back to the branch and they will assist me,on the same day I gave bradlows the message from Serta and they agreed that the branch will call me.

All this time I am now working their complain,so seeing that there is not feedback yet again from the branch I further escalated the complain to Jdg trading on the 15th,they also said they will escalate the matter to the relevant department and someone will call me, remember now we are way beyond the 7days that they promised me as a customer, only yesterday after I have sent a follow up query, I received a call from bradlows,the lady that made the call told me that they will manufacture a base set for me and will get back to me to let me know when they have delivered,the branch manager (Wagner)or whoever her name is all of a sudden took the phone from the repairs clerk and she told me that: 1)The complain has been resolved 2)I will be called to arrange a replacement 3)The MO complain was repair centre fault 4)The complain system does not give you ref number on the same day (This is a lie,the system generates the ref on the same day that you send the complain) 5)She will check if my cash back has been logged and will get back to me

The conversation above happened on the 16th,I am still waiting for the call from the branch manager,and still sitting with a damaged base set.

We all must remember that one unhappy customer is one too many lost sales and margin for Bradlows and Jdg trading,but it seems both Bradlows and Jdg trading does not care anymore,they are too confident with their bad service that they ignore the customers complaints.

Hopefully they will start taking this serious,my complain reference is ***