Faulty couch

Dear Customer Service Manager,

I am writing to express my extreme dissatisfaction with the service I have received regarding the purchase and subsequent repairs of a couch I bought from Coricraft on 05.09.2022. The couch began making a strange noise resembling a broken spring earlier this year, despite still being under warranty. After contacting Coricraft, I was informed that an assessor would be sent to evaluate the issue. However, this assessment never took place, and I was left with no choice but to provide videos and photos of the problem. Eventually, it was determined that the couch needed to be taken back to the warehouse for repairs.

The logistical challenge of living on the second floor meant that the couch had to be hoisted as it could not fit up the stairs. The collection of the couch took place on 15 April 2024, and it was returned on 22 May 2024, just over a month later. To my dismay, the same squeaking noise reappeared on 8 July 2024. I promptly notified Coricraft via email, and an assessor only visited on 31 July 2024. Subsequently, on 5 August 2024, I received an email requesting the collection of the couch for repairs once again.

I find this situation utterly unacceptable. The fact that the couch required repairs within two months of its return raises concerns about the quality of the initial repair work. Furthermore, should the couch malfunction again, it would fall outside the warranty period by the time it is returned. It is important to note that the couch is not subjected to excessive wear and tear, such as children jumping on it. Given these circumstances, I firmly believe that a replacement couch is warranted.

Moreover, the inconvenience caused by the repeated need for repairs is significant. Each time the couch is collected and delivered, I am forced to take time off work, which is highly inconvenient as I have professional commitments that cannot be easily rescheduled.

I urge Coricraft to reconsider its approach to resolving this matter and to provide a satisfactory solution promptly. I expect a replacement couch to be offered as a resolution to this ongoing issue. Additionally, I request compensation for the inconvenience and time lost due to the repeated repairs.

I trust that you will address this matter with the urgency and seriousness it deserves. I look forward to your prompt response and a swift resolution to this matter.

Sincerely,

Chanté Botha