Unprofessionalism and poor management at Coricraft

On the 9th Feb 2019, I visited the Kramerville store to purchase a new couch. After much deliberation regarding styles and colours, I selected a grey slouch couch and paid for the delivery fee and scotch guarding, which proved to be a hassle-free in store process. I was promised that it would take a maximum of 6 weeks for my couch to be delivered.

A week later, I was informed that the earliest my couch will be delivered is the end of April. The assistant on the phone, Deborah, could not give me a solid reason as to why this was the case. I explained the situation and told her I was informed that the couch would be delivered within 6 weeks. She told me she would get back to me. She called me a few days later, on a Saturday afternoon, whilst I was busy in theatre at hospital, and I requested that she calls me back in 30mins. I didn’t hear from her again. On Monday, I called her, only to discover that the reason for the indeterminate delay is because the colour I selected on the date of purchase is out of stock. I expressed my frustrations regarding this inconvenience, particularly about finding difficult to believe that it took 10 days for it to be realized that the colour I had selected was out of stock. Within this lapsed time, I had already purchased a number of living and dining room furniture items and accessories to complement the grey coloured couch. After a roundabout phone call with Deborah, she explained that the only ways forward were to either accept a loan couch until such time they have stock of my selected colour and the couch is manufactured or to go into a Coricraft store as soon as possible and select a new colour for the couch, so that manufacturing process can be sped up.

The next day, I had the grueling task of trying to return all the big furniture items and accessories that I had purchased to match the grey couch. I then selected a new colour at Coricraft, and purchased new furniture and accessories to match a beige slouch couch. I had hoped that this would be the end of the issue. A little while later, I receive a phone call from Deborah saying that she confused two clients and in actual fact, the grey couch I originally selected is in the process of being manufactured. Feeling extremely, extremely frustrated by the completely unnecessary running around and shopping that this inconvenience caused, I requested to take this up with her manager.

After receiving no communication from the manager, I called at 3pm today. I explained my anger about how utterly appalled I am over Coricraft’s unprofessionalism and blatant disregard for their customer’s time and money. The manager, Brenda, did not offer me any solution, other than to accept the grey couch (to now match my other beige furniture!!) or to understand that the beige couch will now take an extra amount of time to be manufactured (without even having tried to expedite the process before speaking to me). I am absolutely alarmed by the service I have received from a supposedly high ranked store such as Coricraft. There has been no consideration to the inconvenience caused to me, which makes me wonder if this is a norm of Coricraft management. I have a new home to furnish, and I was in the process of choosing two complete bedroom sets from Coricraft, but after this experience, I will certainly not be purchasing any other products from this unreliable and unprofessional institution.