Wrong couch delivered, then left chasing my own refund

Ordered a Jagger Couch. After more than two weeks of "processing," the wrong couch was delivered. Not once did anyone apologise for the error.

What followed says everything about the after-sales service. Every status update came only because I chased it myself. Calling the support line achieved nothing beyond "we'll log a ticket and someone will call you" – which happened three hours later. Tickets were logged, investigations were promised, and feedback that was meant to follow "by email" never arrived.

I cancelled and requested a refund purely because of how poorly this was handled. Telling: the moment I asked to cancel, they arranged same-day collection of the incorrect couch – the one and only thing done quickly in this entire process. The couch was collected on 4 September and I supp**** the signed collection document.

Days later I'm still waiting on my refund. I sent an email and heard nothing for six hours – they only responded after I phoned in to ask what was going on. That is the whole experience in a nutshell: nothing happens unless you chase it. Honestly, you get better, more honest service from a grocery till cashier than from this company.

A business that can take your money in seconds should be able to communicate honestly about returning it – especially on a purchase of nearly R30k. For a brand that markets itself as high-end and exclusive, the experience was the complete opposite. First and last order I will ever place with them, and I can't recommend them to anyone.