Very disappointing quality and even more disappointing after-sales service

We purchased a Coricraft Breen 3-Seater couch (Order TVS029348) expecting the quality and durability associated with the Coricraft brand and price point. Unfortunately, after only approximately 1½ years of normal use, the couch has developed a structural fault, including a broken spring.

Even more concerning is the condition of the upholstery. The material has started piling badly and looks excessively worn for a couch that is only 18 months old. There are only two adults in our household, and the couch has not been subjected to excessive or commercial use. Given the extent of the piling and wear, we have to question whether the poor performance of this material is perhaps the reason the original fabric is no longer available.

The handling of our warranty/repair claim has been equally frustrating. We first reported the problem on 31 July and have subsequently made well over a dozen calls to the Tygervalley store, Cape Town warehouse and Customer Care. We have repeatedly been passed from one person to another, with nobody taking ownership of the matter or proactively coming back to us with a resolution.

We were promised contact within 72 hours after the ticket (528393) was logged, but this did not happen. We have had to continually chase Coricraft for updates, take time off work to accommodate appointments and spend considerable time dealing with something that should have been handled by the company.

We have now been told that the original fabric is no longer available. Considering the extent of the piling and premature wear, this raises further concerns about the quality and durability of the material originally supp****.

The biggest disappointment is not simply that the couch has developed a fault — products can occasionally fail. It is the lack of ownership and customer service once the problem was reported.

For a company operating at Coricraft's price point, we expected considerably better product quality and, more importantly, considerably better after-sales support.

We are tired of being passed from one person to the next and having to repeatedly chase Coricraft for answers. Someone needs to take ownership of the complaint and provide a proper resolution.

I now had to resort to this to hopefully get some sort of response, as nobody in customercare seems to care at all.