Despicable behavior / appalling customer service

Coricraft The gle and Coricraft Mall of the south

I am writing to formally raise a serious complaint regarding the appalling level of service I have experienced at both your Glen and Mall of the South branches. The handling of my purchase, cancellation, and refund has been marked by miscommunication, negligence, and a complete lack of accountability from your staff.

I initially purchased a headboard from the Glen branch, where I was told by Lungile that the item was in stock and would be delivered within one week. However, the delivery date reflected on my invoice was a month later. I received multiple contradictory calls from your team questioning stock availability, leaving me with no confidence in the fulfilment of the order. As a result, I made the decision to cancel the purchase and request a refund.

Upon returning to the Glen branch on Tuesday, 28 October, the store manager informed me that the branch was “unable” to process refunds and that I needed to drive to the Mall of the South branch. This information was false, and I find it unacceptable that I was made to incur additional inconvenience due to either incompetence or outright dishonesty.

At the Mall of the South store, I was assisted by Thabisile, who was unfortunately distracted throughout the interaction as she remained on a personal phone call while processing my refund. Due to her lack of focus, she processed a new charge of R3,520 to my card instead of refunding me—resulting in an unauthorized total shortfall of approximately R7,000 from my account. To correct this error, she attempted to refund the amount in two R3,500 transactions, yet more than seven business days have passed and no refund has reflected in my account.

I have contacted both my bank and Coricraft multiple times, and neither has provided a clear explanation of what has happened to my money. Instead of taking ownership, your staff have chosen to shift blame to head office and dismiss my concerns.

This experience demonstrates gross negligence, disregard for customer time and money, and a complete lack of professionalism. Not only did your staff fail to deliver on the initial order, but Coricraft then ********ly withdrew funds from my account and has still failed to return them.

I am requesting the immediate processing of my refund of R7,000 and written confirmation that this has been actioned. I expect this matter to be treated with urgency, and I require a clear timeline of resolution—not deflection or excuses.

Given the circumstances, I also request that this incident be escalated to regional or head office management, and that appropriate corrective action be taken with the employees involved to prevent this from happening to other customers.

I look forward to your swift response.