Bad services

Good Day,

I visited Bradlows with my parents regarding a purchase made on June 7, 2023, which included the following items: Porto MK2 3-piece 3-act LS furniture (grey fabric), Selma plasma stand (2-year warranty), Selma coffee table (2-year warranty), and a Samsung 55-inch SM UHD TCL TV 55AU7000 (2-year warranty).

The goods were delivered to their home, and two weeks later, my parents noticed that the couch was defective, with the unit top broken and the table edges coming off. Additionally, the coffee table was not laying straight—it had a boat-like shape. She reported these issues at the Bradlows Promenade Mitchells Plain store, where she spoke to the first manager, Wagiedah. After numerous back-and-forth, Wagiedah was no longer available, and my mother was handed over to Melvin, who processed the replacement of the unit. My mother chose another item and paid an additional R2000. Melvin assured her that once the replacement was done, the faulty unit and table would be collected.

However, after following up multiple times, my parents received no updates from the store. Melvin later informed her that the company dealing with the matter had gone bankrupt and closed down. Afterward, the manager, Yumnah, took over, but despite numerous attempts from my parents to resolve the issue, they still received no answers.

Yesterday, I went with my parents to the store after a serious incident occurred—the unit fell on my 2-year-old child, injuring his arm and leg. We were frustrated and needed answers. When we arrived, Yumnah was unavailable and asked for 30 minutes. An hour later, we returned, and she was still busy. The salesperson who had assisted my mother reviewed the account and found that pictures had been forwarded, and a rejection form was sent on December 12, 2024.

I asked why my parents were not informed sooner about the rejection. From a business perspective, it is unprofessional for the manager to tell my mother that the company was bankrupt and closed, leaving us in the dark for so long. Yumnah then contacted Win Furniture, where I spoke to Neha and was directed to Andy. After explaining the situation, Andy mentioned that they should not have provided me with this information.

My parents are pensioners, and they were quick to sell them the items, but now, the after-sales service is appalling. Managers are unresponsive and often unavailable, either smoking outside, in the cash office, or otherwise preoccupied.

I urgently need assistance in resolving this matter. Please collect the defective goods and refund my parents' money, as well as compensate them for their time, effort, and patience. It's unfair that my parents have had to endure this inconvenience due to the store’s mistakes. Furthermore, Yumnah claiming that Win Furniture is responsible for the delivery of goods does not seem to be a valid explanation.

I emailed Andy a week ago from Win Furniture as he was not happy with the store that gave me the contact details from Win Furniture up until today I have received no communication from him or head office cause he informed me over the phone that he will inform head office. He wasn't also very helpful over the phone he was just angry that bradlows in promenade gave myself and parents the contact details.

Please help me address this matter as soon as possible. I emailed Bradlows head office 6 days ago, the consultant Fundiswa responded by asking a reference number, I responded to her mail to find out where I must get the reference number from up until today no response. I called 10 times to the head office I pressed option number 3 to go through to the complaints department however they pick up and no one on the other side speaks. My parents are running since 2023 this is unacceptable

Thank you.

Zuleigah

***