Coricraft Boksburg/RCS Group _ Appalling Service

We purchased a lounge suite from Coricraft Boksburg on the 4th of July, after weeks of research and stating to the sales guy, Michael Masinga, that we do not have sliding doors at our house, only standard front and back doors due to some size constraints on some of their couches another salesperson at the Greenstone branch advised us on. Michael had confirmed multiple times that it will most definitely fit through our doors. We had even gone back home to remeasure the entrances prior to committing to the big purchase.

We opened an account with them, made the purchase and the wait started for the delivery of the couch. Meanwhile, we had made the first payment on the account prior to delivery. (R1400.00)

The couch arrived 8+ weeks later and did not fit through any of our doors. The delivery guys tried everything, even removing the feet on the couch (in the process damaging our front door) but the couch was just too big. We got on the phone with Michael and he said that he will arrange the collection of the couch. He also confirmed that the refund will take 7 days once the couch was collected.

Couch got collected on the 31st of August whereafter Michael once again confirmed the refund with RCS group will take 7 days to process. Our account thus needs to be in a credit of R1400.

It is now more than 5 weeks later, countless phone calls, messages, emails, and trips to the branch in Boksburg, and there is still no resolution on this matter. Michael had after I had given him a piece of my mind on the level of service he delivers [quick to sell but when there are issues that were discussed and checked MULTIPLE times prior to purchasing, and the information supp**** is not correct (couch that will fit through the standard door) ] only then sent the representative of RCS an email to escalate the matter. I had asked him telephonically to send me his managers' contact details, which was also ignored. We do understand that this matter is not completely his responsibility, but he sold us the couch, made promises, and just steps back now that there are issues, do not provide feedback which is promised and leaves it to the customer to sort out.

Once again, it is one week later since my phone call to Michael and there is no resolution nor any feedback from either Michael, his manager, or Joseph, the representative from RCS. I have phoned Joseph three times this week, he promised feedback by close of business Tuesday, and yet here we are Friday morning, another follow-up email from myself to him and still at square one!

In the meantime, we are bombarded and harassed by the RCS group to make payment on the account, for which we do not even have something to show. Our credit record is in jeopardy, due to non-payment, but the issue is on their side. We will not make payment, as we are not intending to purchase through them any time soon, as this experience has just put a very nasty taste in our mouths. For two companies as big as Coricraft and RCS Group, this level of service is appalling!!

Can someone in a managerial position in both companies make contact to get this resolved?! We have tried with countless phone calls, but just end up being transferred from one department to the next with zero outcomes.