Coricraft Store - Extremely Poor Quality Headboard and worse after Sales Service

Coricraft - Extremely POOR after Sales Service - POOR quality products sold to customers I purchased the Dawn head board on 10 January 2025 from the Kramerville store but picked up the headboard from the Cresta Coricraft store on 11 February 2025. The headboard was picked up by a delivery person and not me. Unfortunately I only opened the packaged headboard on 19 February 2025 and found it to be extremely dirty and worn out, with the one end cap cracked. I sent an email to Coricraft kramerville store of the issue with pictures of the damage to notify them in the hope that they could assist to replace the headboard with a new one or if it is possible to get a refund.

I received feedback on 24 February 2025 from coricraft kramerville via email. They informed me that as per our sales terms and conditions the customer only has seven days from the date of delivery or collection to report any manufacturing concerns and since I picked up the headboard on 11 January 2025 there was not much they could do. They said they could assist by providing a repairs quote to correct the issue.

I responded via email on 25 February 2025 to expression my dissatisfaction. I asked if the repairs quote, does this cover repairs to the worn out dirty material. I also said that read the terms and conditions, however must express my dissatisfaction to the response provided. I further indicated that the pictures provided clearly show the condition of the headboard, which is unfortunately not worthy of display in my home. Taking this into account, I would expect the issue to be addressed with the importance it deserves in this case a replacement, refund or free cleaning and repair. Coricraft should also acknowledge that the headboard was sold from the floor.

I really shouldn’t have to pay for a repair to the headboard since I was sold a defective product. At this stage I cannot use it as intended. I requested the quote to be provided for the full repair to the headboard.

I did not received a response after this. I followed up on 05 March 2025 to determine the status of the quote but still no response received from Coricraft Kramerville. This is extremely poor after sales service from Coricraft. Coricraft could at least provide a response with the quotation. I was sold a headboard off the store floor that is damaged and now I am requested to pay for these damages at my own cost. It is shocking that Coricraft could actually sell an item (full price paid) of such poor quality. It is unfortunate that I was not able to personally collect the headboard otherwise I would not have accepted the damaged item. But for Coricraft to actually handover a damaged item to a customer is extremely poor service with no care for quality.

On 11 March i received an email from the Senior Manager at Coricraft Kramerville stating that they investigated the matter and after looking into the situation, can confirm that the headboard was not displayed with any damage on our showroom floor. The email stated that the damage occurred during transport/storage. They indicated that they can assist in getting the headboard repaired. The repair quote amounted to R3740.00 consisting of the following breakdown: Material: R1000.00 Labour: R1000.00 Collection: R870.00 Delivery: R870.00 Total cost of repair: R3740.00

I responded on 19 March 2025 stating my frustrations around this situation as follows: Please note that there were two issues that I raised with the purchase of the headboard. The first being the headboard itself was worn out and dirty and second being the cracked end cap.

The damage you are referring too, is this the end cap. Then what about the worn out dirty headboard that I was sold. Are you saying that the headboard got dirty while in transit. This surely can not be the case.

It’s clear that Coricraft can not take accountability for selling a customer a dirty worn out headboard that happened to also have a crack end cap.

With this repair cost of R3740.00 and the actual price I paid for the headboard, it would mean that I incur a total cost of R8239. I don’t see why I should pay for this repair.

I will report this situation on other social media platforms, as customers should be fully aware of the poor after sales service provided and that total lack of accountability by Coricraft.

I further went into the new Coricraft branch opened at Menlyn Mall, i explained my situation and showed the pictures of the headboard to the sales assistant. I was told that my query was justifiable and that Coricraft should assist me and repair or replace the headboard at they cost.

To date, 02 April 2025 I have not received any response to my email dated 19 March 2025. Absolutley poor service overall from Coricraft. If I had to re-purchase the headboard or any furniture product I would in further opt to purchase at Cielo Furniture store, as the quality of the furniture is extremely high quality and the sales assistants and sales service is unmatched when compared to Coricraft.