Worst worst service ever!!!

Good day,

We bought couches in February last year. This year in August one of the couches started making a funny sound when we sit on it. We called the Bradlows call center and they advised us to go to the store where we bought them. The store logged a ticket for us for the couch to be collected on 2019-08-10. Indeed the couch was collected on the said date. A full month passed without us hearing anything about our couch. We kept on making follow ups and we were told the couches will be delivered on the 11th September (Wednesday). We had to skip work that day to avail ourselves for the delivery, however no one came and no one called. We made a follow up again and we were told that they are busy with the stock -taking and will deliver the couches next Wednesday, the 18th September, (We skipped work again to avail ourselves). No one called and no one came. We called again and eventually was told they will be delivered on Saturday the 21st September, (No one even apologized for the inconvenience). On the 21st September the couch was returned but it was torn and we could not accept a torn couch because our couch was not torn when it was collected. We were told that they will have to take it back to the warehouse and they do not know what happened to the couch either from the warehouse or the delivery guys. The store manager advised us that we will have to be given a new couch. The store manager never gave us feedback. We always have to call or drive to the store to get feedback. We are now subjected to sitting on crates when we have a couch. I feel like Bradlows does not know what the meaning of customer service is. You cannot treat your customers like that and still expect them to be calm and wait for the day you decide to respond or give them feedback. You store manager needs training on how to handle customer complaints. He needs to learn how to take responsibility and be accountable for what happens in his store. Hopefully I will get a response this time as I am really considering returning all the couches that are left and demanding a full refund. I cannot buy a couch and not enjoy it while it’s sitting God knows where. We also need to be compensated for the inconvenience caused as 2 installments have gone through without the couch. what are we paying for?

Account Number: *** Amount: R36096.95 Bought: 2018 February Collected on: 2019-08-10 Store Number: M259 Store Manager: Dino Pillay