Refund process and service pathetic Bradlows Klerksdorp

Bought a bedroom suite on 11 February 2025, upon delivery the bedroom suite was broken and had scratches. We communicated with the shop to process an exchange and they did. On 3 March 2025 an exchange bedroom suite was delivered which had the same faults. We communicated with the sales lady Sannah Dipuo and advised that we need a refund as they are selling faulty merchandise. We drove to klerksdorp , filled I the required documents for refund. As days and weeks went by We followed up with regards to them fetching the bedroom suite and she promised that when it stops raining the warehouse will come fetch the faulty merchandise and our refund will be processed. weeks went by again and still the bedroom suite was not being fetched. We asked to speak to the manager Edward who is never available at the shop and does not return calls even though a message is left. There has been back and forth communication and everytime we are promised that the furniture will be collected, however to date the merchandise has not been collected and refund not processed.

O the 06 May 2025, I called Bradlows customer care to lodge a complain, to my dismay Boipelo logged a request for the merchandise to be repaired when I had explicitly advised that we need a refund. Upon receiving the sms notification it stated that people will be sent to repair and she had advised that the turnaround time is 21 working days which is way too long for someone who has waited 3 months for a refund. I called in again to rectify the request and spoke to Nhlamulo who advised that the shop never logged a refund request that is why it is taking so long. I asked again why did boipeo log a repair request she advised that I should go back to the store. I refused to go back as Sannah has been promising for 3 months already and there are no results hence my call to customer care. I then called the shop again at 14.00 same date and Annah picked up the phone. I asked to speak to the manager Edward and as usual he was not there and was advised Sannah had gone to pick n ay and Edward will come back at 14.15. At 14.20 I called again and Edward was still not back. Anna Insisted that she wants to help to which I advised that she won't be able to help as this is a follow up call. She went crazy and ended up hanging up on me before she did she advised that I can call every 5 min if I like because she said she will pass on the message. She was extremely rude and lacked customer service.

At 14.40 I called again and Sannah answered the call. She advised that we can log a complaint at headffice and tell them of their attitude after I told her that Annah did not treat me well when I called in earlier and hanged up on me.

Eventually she said the warehouse will collect the merchandise on Saturday when they had previously advised that the warehouse does not operate on Saturday.

I am beyond distraught at how Bradlows Klerksdorp and Boipelo at Customer care can give such pathetic service. I'm beyond shocked that the manager is never available to attend to such queries. Why should we wait for 21 working days again when we have waited patiently for 2 months? Why was the refund never lodged again by Sannah and her manager?