Ongoing Faulty Couch Issue – Bradlows Matatiele (Since May 2023)

I am writing to lodge a formal complaint against Bradlows regarding a highly frustrating and unresolved issue with a set of couches I purchased on 24 May 2023.

From the moment of delivery, the couches had visible faults. The delivery team refused to take them back and claimed they would just take pictures to report the issue. Eventually, they returned to collect the couches and repaired them, despite our clear request for a replacement. We were treated as if we had damaged the couches ourselves.

When the repaired couches were returned, they had yet another defect. We immediately contacted Bradlows' head office and visited the Matatiele store multiple times. Due to changes in store management, the initial complaint was closed without resolution. Fortunately, the new manager assisted us in reopening the complaint.

On 09 April 2025, the couches were fetched again, only to be repaired and returned for the third time. When we refused to accept the couches on 28 April 2025, Bradlows’ head office went so far as to shout at the new manager, blaming her for promising us new couches. This is completely unacceptable, especially considering that the issue dates back to 2023.

At this stage, we are tired of receiving repaired, faulty couches when we paid for brand new furniture. If providing new couches is such a challenge for Bradlows, then we demand a full refund.

We feel disrespected, unheard, and extremely disappointed by the treatment received from both the store and the head office. We are requesting that this matter be resolved immediately and fairly.

Sincerely, Monitor Thenjiwe Stemmer *** or ***