Poor Quality Furniture and not getting good service after a complaint

"I’m laying this complain on behalf of my father who is now an elderly, it regarding ZANZIBAR 4PCE LOUNGE SUITE MKII, CREAM and MAROULA OVAL COFFEE, BROWN, WOOD + GLASS. These items were bought on the 20.12.17 at a total cost of R 20000 and were delivered on the 22.12.17. On the 02.01.2018 one of the glass top of the coffee table broke off as my mother was trying to wipe the table top. We reported the issue telephonically on the same day it broke and my father even went to the store the following day as to make sure that the complaint went through, he spoke to the sales person who sold him the table i.e. Raymond Pheswa. Raymond told my father to take photos of the defective section on the table and send it to him and then he made him aware that the store was out of stock and the warehouse was closed during that time as most companies were opening late after the Christmas festivities but he promised him that he has made a note that as soon as the Warehouse opens, he will send guys to pick up the table, if it reparable they will repair it and if they have stock they will deliver it.

The Warehouse people came on the 12.01.2018 to pick up a table and then left, on the 19.01.2018 my father went back to the store (mind you, he is an elderly) to find out about the status and then spoke the branch manager, who claimed was not aware of the issue and it was the first time he heard about the issue. The manager apologized and promised that the issue will be solved before the end of the month but due to my father not having a coffee table for almost two weeks, my father opted to take another one as he couldn’t wait for the end of the month plus the refund will take about 15 days of which I don’t understand as this was a cash purchase but anyway they agreed. They said he must come and pick it up himself on the 24.01.2018 and when he was on his way today to pick it up, he received a phone call from the store telling him that he must not come as they had issues on their side as the table delivered to them had issues too.

These are main reasons for the complaints: My father bought a premium item at a premium cost with a compromised quality. He now has to go back and forth because of internal issues within your systems and he is getting dragged on being forced to understand your in adequate process. My biggest concern is your poor service levels towards your customers, my father got a Bradlows catalog and he saw what seems to be the perfect gift for himself before he takes his pension this year, he went to Bradlows and bought the items in cash and paid a premium price of R 20000 and then he is being dragged along to understand internal processes.

What I would like to see happening is you guys rectifying this issue before the end of the month as it had dragged for so long. I'm not sure whether it poor training of your stuff or they are just arrogant but this is poor service levels from one of your stores. Please attend to this issue.

By the way even the Lounge suite feet’s were wrong color compared to the one on the catalog and he complained about that too but the manager told him that he will try to get him the right ones and he will sort them out himself. "

And again yesterday (30.01.2018) they delivered a defected table. This is just not the way to serve your customers. The complaints department is even worse as they take their time to respond to your case and they give you the option of taking the case to your own lawyer. Talking about protecting your brand