Pathetic customer service and long lead times!

Despite the quality of the products available from Coricraft, I don't think it's enough to care so little about customer service. It's pathetic to say the least!

I purchased a couch from the coricraft store in Somerset west on black friday. I was told about the 16 week production lead time which I wasn't prepared to wait. The sales consultants weren't very helpful in assisting to find one that I liked in stock so I was approached by the store buyer who did help me. I was told the couch I liked was in stock at the jhb warehouse and would arrive in 2-3 weeks.

I opted for collection, but since then I've received no feedback. I called the jhb warehouse who initially put me on hold before hanging up on me. When I called back I was told to speak to the sales consultants at the store. When I called the store I was told by the gentleman that he would make, "double sure" that my delivery arrived within the lead time. I then called the Epping warehouse who told me they didn't have any stock and would get the sales consultant from the store to contact me. Eventually I received an email from the sales consultant. I was told the couch was en route last Thursday and would arrive on Friday, my delivery would take place either last Friday or Saturday depending on the time of arrival.

After receiving no feedback on Friday, I called the store only to be told the delivery would take place on Monday or Tuesday. I requested Monday as I would be going out of town. I was also informed that someone would notify me on the time of delivery by Saturday. I received no communication.

I was then told the couch hasn't been booked into the warehouse and would not be delivered. It is not the customers responsibility to keep following up on an outstanding order. The sales consultant was kind enough to include a free delivery but I still have received no communication on the date of delivery or where my couch is. How can a company not be able to inform a customer on the status of an order or identify exactly where the item is? It's really disappointing and customers spend a pretty penny for quality.