Ongoing Unresolved Lounge Suite Issue with Bradlows Promenade / Mitchells Plain

I am writing to lodge a formal complaint regarding the unacceptable service and poor handling of my lounge suite issue purchased from Bradlows Promenade / Mitchells Plain in April this year.

When I purchased my 3 piece lounge suite, I received excellent customer service, consistent with my previous positive experiences with Bradlows. Unfortunately, the after sales service related to this complaint has been the complete opposite marked by repeated failures, broken promises, poor communication, and a lack of accountability.

Events & Failures: Initial Complaint Ignored On June 15th, I reported the problem in store. The salesperson assured me the complaint would be logged.

By June 19th, after no feedback, my wife followed up. Only then did a sales assistant (Mario) reluctantly log the complaint four days later.

Due to lack of communication from the store, the complaint was closed without resolution or proper follow up.

Failure 1: Complaint not logged and closed without action.

Second Complaint – July 07th I had to log a fresh complaint. The store manager, Melvina, took over and apologized for the staff’s failure to escalate my case.

On July 21st, Melvina reassured me the matter was being handled.

Weeks later, a driver arrived to collect the lounge suite with no clarity on a replacement or loan suite.

After contacting head office, I was told the store should resolve within 3 days and that stock was unavailable.

Melvina then called back to say a loan suite would not be issued due to “company policy.”

Failure 2: No alternative seating arrangement or clear process explained, leaving my family at risk of having no furniture.

Inspection Delays & Contradictions

I requested the inspection to be done at my property before any removal. Melvina promised an inspection but failed to commit to dates, despite several follow ups. It was only completed on August 8th.

Her inspection confirmed multiple faults: sagging seats, non-functional recliners, noisy structure, and even a nail protruding from the cupholder flap. Despite this, she later shared the supplier’s rejection letter, which contradicted her own assessment and claimed the suite was “misused” and “in perfect condition.”

Failure 3: Store manager disregarded her own findings and ignoring the facts of her own inspection completed at my property.

Ongoing Lack of Communication

Since August 12th, despite my request to replace the suite and use the videos already provided as evidence, I have received no response from Melvina.

She has repeatedly mentioned her area manager, Lucille Martin, being in the loop, yet after more than two months, I have had no direct contact from the area manager.

Failure 4: Lack of escalation and complete disregard for customer experience.

My Concerns It has now been over two months since my initial complaint, and I am still left with a broken lounge suite.

I have had to repeatedly chase updates and re log complaints due to Bradlows’ inaction.

The process has been handled with shocking incompetence and indifference.

The store manager has failed to advocate for me as the customer, instead deferring to the supplier’s dismissal.

There has been no accountability or oversight from senior management.

What I Expect Immediate resolution either a proper replacement of my faulty lounge suite or a full refund.

Accountability and acknowledgment of the repeated failures from Bradlows staff and management in handling my case.

Escalation and intervention from senior leadership (not only the branch manager) to ensure this is resolved without further delays.

I trusted Bradlows because of my past positive experiences, but this ordeal has left me deeply frustrated and disappointed. The repeated failures to resolve my complaint and the lack of basic customer care have been nothing short of appalling.

I urge you to resolve this matter urgently.