Bad Service and poor administration

1. During the month of July 2020, I went to Bradlow’s store at Pretoria Central to purchased a bedroom suite worth of R19 000.00. 2. The bedroom suite was then delivered a week or later, after the delivery I realised that there are faults on the bedroom suite. 3. I immediately called the sale lady (Ms Millicent Bartman) informing her about the faults on bedroom suite. She then informed me that she will request the warehouse to come and replace it. 4. I waited for about a month for the bedroom suite to be replaced with subsequent follow up calls. 5. In the midst, I wrote a letter to the head office where I lodged my complaint on poor services. No good results were yielded thereafter. The complaints were sent via portal and on email. 6. I subsequently, went to the shop to now cancel the contract seeing that my matter was not attended to, I was given an option to choose another bedroom suite, but I found that I was not interested in any of the suites that were displayed and I then cancelled the contract. 7. Upon cancelling the contract Ms Paulina Chauke who is the Manager informed me that the refund will take up to 14 working days to reflect on my bank account, and she will ensure that the bedroom suite will be collected. 8. Indeed the bedroom suite was collected the following day at about 09:30 or so. 9. Thereafter I waited for the entire 14 days for the refund to reflect on my back account which did not happen. 10. In my communication with the sales lady Ms Millicent Bartman I was then told to go to the bank and make a reversal because this process might take longer than excepted. 11. On 02 October 2020, I went to the bank and made reversal which was then successful for the payment on 25 August 2020. 12. On 25 September 2020 I received an email/SMS of payment confirmation. I then responded to the email that they should not deduct as I have already cancelled the contract and I don’t have the bedroom suite with me. a lady by the name Veronica Itumeleng responded to my email and requested by ID number/copy in order to assist. However the debit order went through anyway. 13. I then contacted the store to notify them and I was again told to go back and reverse the money. When I got to the back I could not do the reversal as the bank notified me that the account was locked hence I could not make a reversal. 14. I again notified the store and I was told to send through my bank statement to begin the process of reversal. 15. The bank statement was sent through on 12 November 2020 to Ms Patricia Chauke. Thereafter, I did not get any communication or whatsoever in terms of how far the process was. Every time when I called the store asking to speak to the Manager I was told that she was busy and will call me back which never happened. 16. On 19 November 2020, I called again the head-office laying my complaint and I was informed that no request for refund was received from the branch. But having mentioned that I was sent a paid letter. 17. I kept on making follow ups with no success. 18. On 20 November 2020, I called the store requesting to speak to Ms Patricia Chauke, still i was told that she is busy and she will call me back. When I finally called around 16:00 in the afternoon I spoke to Ms Millicent Bartman whom I told that I will now come to the store to fetch the money. 19. On 21 November 2020 I received a called from Ms Millicent Bartman who then advised me to call Ms Patricia Chauke because they are talking pass each other when coming to this matter. 20. I subsequently called the store and eventually was able to talk to Ms Patricia Chauke. In our telephonic discussion, Ms Patricia Chauke informed me that she has sent through the refund request and she will forward me the reference number and also indicated this matter has been in discussion with the regional manager. After 10 minutes she called again to say that she could not find the reference number however she will send it to me on Monday. 21. I did not agree on that as I was of the view that if the reference number has been sent, it should not be difficult for one to find and send to the client. 22. I then went to the store, when I got there I was told that the refund has been authorised and I was shown proof that the request was sent on 12 November 2020 to the relevant parties hereto attached. It was also emphasised that; that was proof enough that the money will be refunded but they could not confirm the release date. 23. Although I was not given the release date, I therefore made an arrangement with Ms Patricia Chauke to keep me updated in all the communication that she will be making with the relevant parties involved in this matter, particularly the finance department. 24. Indeed she kept to the promise but with no good results yielded. 25. On 24 October 2020, I receive a call from the store and I was informed that the head-office says in their systems it shows that there is no amount due to me hence they sent me the paid up letter. She also sent me the screen shot of the company statement which does not show any payment made to me. 26. With the statement made on number 25, I request Bradlows to send me remittance advises/proof of payment that will indicate the date when the payment was released and to which account. 27. To date i have not received my refund and there is no longer any communication from any of the parties involved in this matter