Poor in-store service

Our purpose in visiting your Brooklyn Square branch today was to buy either the 5-seater Charlton Leather Recliner Set or the 4-Seater Halton Cinema Recliner Set. Upon entering the store, I noticed two sales personnel engaged in a social conversation near a 2-seater recliner unit. We explored the recliner unit and then proceeded to the online information unit to find the specific model on the floor. Throughout this process, one of the salespersons requested us to "just shout should we need any help". The tag on the unit indicated it was the Halton model, and we confirmed this based on online pictures and the stitching style. I asked one of the sales personnel about the standard or optional features of the USB charging port and motorized reclining motor. In response, he stated that the unit was not the Halton but the Charlton and that the tag was incorrect. I pointed out that the stitching did not match the Charlton but rather the Halton. When my partner asked for a sample of the color/material options, the salesperson informed us that they did not have any samples in the store and mentioned storage problems and lack of availability. The lack of attention from the sales personnel and the attempt to cover up the mistake regarding the reclining unit has completely discouraged me from conducting any business with your store today.

On a positive note, our experience at Reclineronline.co.za in Menlyn Mall was excellent, where we received friendly, knowledgeable, and helpful assistance. We ended up purchasing a recliner set worth R50,000. This represents the potential business that your Brooklyn store has lost due to poor service delivery.

Going forward, you might want to consider keeping samples of color/material options in store, especially for high-value merchandise.