1 reviews | Active since Mar 2021
Coricraft - Absolutely shocking leather quality and poor customer service
I would not have given Coricraft Group even the 1 star rating, but for the fact that I need to provide a rating in order to write this review. We ordered L-shaped leather couches from Coricraft which we received on 01 December 2023 (Order No MSS010573). On delivery (within minutes!), we informed the delivery company and the store at Mall of the South (Lethabo) that the set delivered did not match our order in terms of the color. In addition, this is what we have been complaining about since the delivery: 1. The couches we received do not in any way resemble the shade of “Columbia Spice” couches that were on display on the shop floor, and which continues to be displayed by Coricraft online. 2. The couches are at least 4-5 shades darker, to the extent that it resembles their “Columbia Brown" shade. 3. On the quality of the couches – the leather becomes “stretchy” when sat upon, the stitching is poor and skew and in some places it looks like the leather has been stretched to fit the frame (I've shared pictures with them today), and quite frankly, these couches are of poor quality, and does not in any way reflect the quality that we have experienced from Coricraft previously. After several phone calls, and complaint lodged (Complaint No 101146) and nearly 3 weeks later, here is what transpired: 1. Olga, the Leather Specialist advised, and I quote: "You bought the couches, you paid for it and you can do whatever you want with it" and then " You can go to court, we always win our cases because of the color variation clause in the order that you signed." 2. An assessor was sent out to inspect the couches, he declared that the leather is the same that we ordered. But, he has swatches that are different in color to what we saw in-store, which is different to what they display online, and which is different to the couches which they delivered to us (which is 4-5 shades darker than what we ordered! Hiding behind the color variation clause - read: we can deliver whatever we want, you paid for it now it is yours! Which raises the question - is that not exactly why they have this color variation clause in their contracts? And is this also why they insist on upfront payment before delivery ? To be able to hide behind said clause in case they don't have the correct leather shade. Note: You don't get to view these items beforehand, because they are somewhere in a warehouse, they don't deliver to the store where you can inspect them before final payment, meaning that you have to trust they will honor their commitment, the same way you honored the payment due. But we trusted Coricraft right? 3. I have since established from Angy in their customer complaints department, that they've had a similar customer complaint last week, at least with regards to this "Columbia Spice" leather and they've opted to allow the customer to select different couches. Confirmed with Lethabo the sales lady at the Mall of the South store but she was not aware of the settlement reached with the other customer. Is there a trend with this "Columbia Spice " leather - it seems it is not what it purports to be. And why is Coricraft treating it's customers differently ?? Here is where we find ourselves today: 1. I returned the 2-seater section of this L-shaped couch to the Mall of the South store. I left it there, so that they can see the difference in the leather shades - it looks like a brown patchwork couch! 2. I've shared photo's and pointed out the poor quality workmanship on the couch to Lethabo and the Store Manager Millicent, they are now waiting on someone, presumably the Regional Manager, to make a final decision on the couches. 3. In all of this, I have not received a single call from Coricraft Management regarding my complaint. And, their complaints line is always busy (surprise!) 4. I've been told that Olga ("we always win our cases") would contact me - the person who is part of the problem. What can I expect from a Management team that delegates responsibility for customer complaints to the employees? 5. Lethabo says that the couches we saw in-store had changed color over the 2-3 years they've been standing on the shop floor. Read: wait 2-3 years for the couches to resemble what you purchased !! Maybe it will change color whilst standing in store, who knows?? 6. On the poor workmanship - what, oh what excuse can I expect for the poor quality workmanship. Should I wait 3 years for this too to be resolved?
Coricraft, Management surely you can do better thank this. It is time to step in and take control of your customer complaints, and not leave it to the call centre agents and sales staff.
Mrs Lillian Johnson
We appreciate you taking the time to share your experience with us.
The Columbian leather utilized in our products is classified as buffed aniline leather, and it is essential to note that such leather may exhibit natural shade variations. Upon delivery, the leather may appear slightly darker than expected due to its pristine condition as a brand-new item. The unique patina developed by the leather pieces in our stores is influenced by the specific lighting conditions within those spaces. Over time, the leather in your own environment will naturally lighten.
During your visit to our store, you returned a portion of your couch and had the opportunity to observe that the leather does indeed align with the correct color, despite any initial disputes. We understand that you may not feel entirely enamored with your couch; however, it is crucial to emphasize that the product you received is the correct colour and not the Columbian brown as yu initially thought.
No quality issues were reported upon delivery, aside from the leather appearing darker than anticipated. The images initially provided showed no visible quality issues, and there were no indications of concerns until you visited the store with half of your couch, which unfortunately exhibited scratches from being transported to the store.
Your acknowledgment of the leather's characteristics and the terms and conditions of our agreement was confirmed by your signature on our checklist. This document explicitly outlines that "made for you" products are not eligible for a refund or exchange, and unfortunately, we are not able to comply with your request for a refund.
You’re welcome to contact us directly by emailing us at *** or calling us at *** so that we can assist you quickly.
Yours in design,
Ruth
Customer care support team
We appreciate you taking the time to share your experience with us.
The Columbian leather utilized in our products is classified as buffed aniline leather, and it is essential to note that such leather may exhibit natural shade variations. Upon delivery, the leather may appear slightly darker than expected due to its pristine condition as a brand-new item. The unique patina developed by the leather pieces in our stores is influenced by the specific lighting conditions within those spaces. Over time, the leather in your own environment will naturally lighten.
During your visit to our store, you returned a portion of your couch and had the opportunity to observe that the leather does indeed align with the correct color, despite any initial disputes. We understand that you may not feel entirely enamored with your couch; however, it is crucial to emphasize that the product you received is the correct colour and not the Columbian brown as yu initially thought.
No quality issues were reported upon delivery, aside from the leather appearing darker than anticipated. The images initially provided showed no visible quality issues, and there were no indications of concerns until you visited the store with half of your couch, which unfortunately exhibited scratches from being transported to the store.
Your acknowledgment of the leather's characteristics and the terms and conditions of our agreement was confirmed by your signature on our checklist. This document explicitly outlines that "made for you" products are not eligible for a refund or exchange, and unfortunately, we are not able to comply with your request for a refund.
You’re welcome to contact us directly by emailing us at *** or calling us at *** so that we can assist you quickly.
Yours in design,
Ruth
Customer care support team
For the record, my initial review was 'reported' as 'inappropriate' Now I got a response...meaning that it was therefore not 'inappropriate'? Nonetheless, the Coricraft response contains some factual inaccuracies, or misleading statements:
1. Whilst the delivery note does not include the quality (stitching) issues, these became known after inspection of the couches post delivery, and was included in my formal email addressed to your store manager. As well as discussion with the saleslady Lethabo (on the delivery date) and numerous calls to your complaints line.
2. I never agreed that the leather is 'aligned' to anything. Your saleslady took pictures of ' a chair' , which was never verified to be Columbian Spice. I was also never asked if I agreed that said chair was the same shade - it is not. You need to independently. fact check information with your customers before arriving at your conclusions.
3. No response to my issues with your sales practices and customer engagement.
You are correct in saying that I am not enamored with the couches, because it is not the right shade
In closing, as a consumer, I decide where my money is spent and I refuse to support your company directly or indirectly. As a result, I have closed my store card with your Holding Group (please look this up before you report my responses as 'inappropriate').
I now regard the matter as closed.
For the record, my initial review was 'reported' as 'inappropriate' Now I got a response...meaning that it was therefore not 'inappropriate'? Nonetheless, the Coricraft response contains some factual inaccuracies, or misleading statements:
1. Whilst the delivery note does not include the quality (stitching) issues, these became known after inspection of the couches post delivery, and was included in my formal email addressed to your store manager. As well as discussion with the saleslady Lethabo (on the delivery date) and numerous calls to your complaints line.
2. I never agreed that the leather is 'aligned' to anything. Your saleslady took pictures of ' a chair' , which was never verified to be Columbian Spice. I was also never asked if I agreed that said chair was the same shade - it is not. You need to independently. fact check information with your customers before arriving at your conclusions.
3. No response to my issues with your sales practices and customer engagement.
You are correct in saying that I am not enamored with the couches, because it is not the right shade
In closing, as a consumer, I decide where my money is spent and I refuse to support your company directly or indirectly. As a result, I have closed my store card with your Holding Group (please look this up before you report my responses as 'inappropriate').
I now regard the matter as closed.