Beyond pathetic service

I ordered a couch on the 1st of May from Coricraft Kramerville store. Firstly the customer attention in this store is pathetic, a sales assistant will start off helping you and before you are even done they are moving onto the next customer - I have been to this store more than 4 times and this has happened every time.

When ordering my couch I specifically mentioned more than once that we only want delivery on the 30th of June 2018. I expected this to be noted on the system. I was notified that the couch will take 4 to 6 weeks to be made.

On the 31st of May an sms to say that my couch was almost ready and that I can make the remaining payment so the couch can be delivered. I later received several phone calls of the next few days, all of which had the message to pay the balance and get the couch and included be reiterating that the couch is only to be delivered on 30th June 2018, this however continued numerous times.

Towards the end of June I paid the balance and again stressed that this needed to be delivered at the end of June. The warehouse called me again and I asked for delivery on the 29th of June and it was confirmed.

On the morning of the 29th of June I got a call from the warehouse which went to voice mail with a message that my couch has failed quality control and was damaged and will not be delivered on the 29th of June, nor could they give me a date of when it will actually be delivered. I insisted that I want a new couch and not a repaired couch, but Gladys could not tell me how long that will take as she needed to speak to the factory manager and apparently could not get a hold of him.

Half an hour later I called Gladys back who had no further feedback and transferred me to her manager(I did not get her name). Gladys told me her and her manager had sent me an email regarding this but I did not receive any email. The manager asked me to give an hour to investigate and she will call me back - it is more than 5 days later and I am yet to receive a call back - talk about customer service.

On the same day (29th of June) I went to the kramerville store and spoke to the manager Nancy who called the warehouse manager Caleb. Caleb informed her that 1 of 3 pieces of our couch could not be located in the warehouse and that they are still looking for it. If delivery is meant to be on the 29th of June, why was my couch only searched for on the morning of the 29th? What kind of process occurs in this warehouse that they cannot locate someones couch? I just do not understand how this works.

Nancy then assured me that if they do not find the couch on the morning of the 30th of June that a loan couch will be allocated to us and delivered on the same day. Gladys called me on the 30th to confirm that the couch will be delivered. Around 3pm on the 30th we called Nancy to tell her that we did not received anything, she told me that the couch is on the delivery van which is on route but she cannot tell me where exactly they are, surely the driver has a cellphone and you can call and enquire where they are?!

Until the 3rd of July we did not receive the loan couch nor was our original couch found. I honestly think that the couch was sold to someone else and a new one needs to be made which is absolutely ridiculous.

I cannot express the number of times and the amount of airtime I have wasted trying to get through to the warehouse, the store manager of Kramerville and trying to locate the delivery of this couch.

I have gotten such pathetic service that I have cancelled my order and received a full refund, however this does not make up for the stress and time wasted. I would understand if this delivery was delayed by a day but a lost piece of my couch is ridiculous especially since we had guests coming over with no couch available.

I will never be shopping at the Kramerville store again.