POOR AFTER SALES SERVICE: BRADLOWS

Good morning,

Herewith our review / complaint against Bradlows Modimall (Modimolle / Nylstroom): We bought a lounge suite in November 2022 at a price of R41197.45 from the store in question, and opted to pay it over a period of 36 months. During November 2024 the first issues started in that one of the seats on the 3 seater couch was sagging. The one recliner was also not functioning properly and this was still during the 2 year warranty period on the recliner mechanism and the 5 years on the frame as sold by Bradlows. (according to the branch manager, Louise). I reported the defects to her in November 2024, after which she promised that it would be picked up and repaired, and returned within 4 working days after being collected. The pick up was planned for a time that my wife would not be at home for a week, needless to say that Bradlows took more than 2 weeks to deliver on their promises - it was not delivered within 4 days. I made several calls and still have voice notes and WhatsApp messages between myself and Louise regarding their failure to deliver the couch within the specified time. The bigger issues started in January 2025, a few weeks after the couch was brought back when a spring broke on the same couch, which was reported to .Louise again. While waiting for a response from the store, another two springs broke on the same couch , which was also reported. Louise requested photos which we took and sent to her on 2 February 2025. Feedback was only received by 18 February, by way of a photo of her computer screen, indicating that a request for repairs was booked. I need to mention that Bradlows also attempted to collect a debit order on 13 December whereas the agreement was for month end only. I reversed this debit order as it would have amounted to two payments in 1 month. On 7 March 2025 I had to send photos again, and while Bradlows has contacted me in the meantime to pick up the couch, I requested a replacement couch and chair as we can't manage without a lounge suite for an unlimited time again, and due to the fact that Bradlows are unable to deliver on their promises on turn around times. I now requested to deliver a new lounge suite and stopped the debit order at my bank. On this point I also need to mention that the debit order was stopped for end of January, only to find that Bradlows attempted to collect it again end of February and March. I have discussed it with the bank in the meantime and was credited for the penalty imposed due to no sufficient funds - I transferred the funds into one of my other accounts as I was afraid that the debit order might be collected again. I would advise all future consumers who intend to buy from Bradlows or any stores in the same group (It is my understanding that Rochester Furniture belongs to the same group), not to pay via debit order. The sole reason why I bought on credit was due to friends that experienced similar issues a few years ago with another store, where they bought a lounge suite, and if I bought cash, the store would in any case not have provided any after sales service. The repairs to the couch done in November last year, was also sub standard.

We are now left in the dark as nobody is giving any feedback.