Very poor after sales service, waited more than 50 days

I reported a default on a couch that I bought 5 months ago more than 50 days ago. I sent them photos and videos as requested of the default. The default was not visible on the photos or videos, as the foam softened. Yet they concluded after 50 days that it was not a “factory defect” Saying that it is normal for the foam on a couch worth more than R20 000 to soften 20% after only 5 months. So there should not be anything left of the foam after two years.

I quote their final communication without having seen the couch that is only 5 months old

“We do give tolerance for the foam to soften by at least 20%, with regular use, the foam conforms to shape.

The foam recovers to shape.

The seat differs in firmness because of regular use – the preferred seat will soften as opposed to a seat not used regularly.

We have concluded this is not a factory defect.”