TotW
Twist of the Wrist
1 reviews | Active since May 2023
14 Nov 2025, 12:13
WHY ARE WE FORCED TO PAY DELIVERY FEES WHEN WE CAN COLLECT OUR OWN ITEMS
Walked into Tokai Coricraft to purchase a 3 seater couch. Once we got to the front desk to make payment of the Black Friday special we were notified we will be charged an additional R850 delivery fee. We do not want delivery, we want to arrange our own pick up of the item and purchase it at the store. We were informed all the items on the floor had delivery fees as they don't have stock in store. Meaning every item purchased has a delivery fee of R850 that will apply because the stock in-store cannot be purchased and all stock available for purchase is at their warehouse? Is this the new norm for furniture stores to force their clients to pay extra for delivery fees and not give them the option of collecting their items by their own means? Is this a *******
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Replies (2)
Coricraft Group's replyOfficial
14 Nov 2025, 13:10Dear Twist of the Wrist,
Thank you for sharing your experience, and I’m truly sorry that this felt frustrating - especially when you were ready to make your purchase. I can understand why the delivery fee came as an unwelcome surprise.
To give a bit of clarity, most of our stores don’t hold full stock on-site because the stock rooms simply aren’t large enough to safely store the full range. The display models in-store are there to help guests see the product, but the actual stock is kept at our warehouse in Epping.
The R850 delivery fee is in line with the current market, and it covers handling, preparation, and safe transport from the warehouse to your home. That said, you are absolutely not forced to take delivery. If you prefer, you are more than welcome to collect your order directly from our Epping warehouse at no extra charge - many guests choose that option, and our team will be happy to help you with the arrangements.
I’m sorry again that this wasn’t explained upfront at the store. We’ll follow up with the team to make sure this is communicated more clearly.
If you’d like, I can arrange for the Blue Route team to assist you with a warehouse collection or answer any other questions you may have. We’d really like to make this right for you.
Kind regards,
Olga de Pinho
Coricraft Customer Care
Thank you for sharing your experience, and I’m truly sorry that this felt frustrating - especially when you were ready to make your purchase. I can understand why the delivery fee came as an unwelcome surprise.
To give a bit of clarity, most of our stores don’t hold full stock on-site because the stock rooms simply aren’t large enough to safely store the full range. The display models in-store are there to help guests see the product, but the actual stock is kept at our warehouse in Epping.
The R850 delivery fee is in line with the current market, and it covers handling, preparation, and safe transport from the warehouse to your home. That said, you are absolutely not forced to take delivery. If you prefer, you are more than welcome to collect your order directly from our Epping warehouse at no extra charge - many guests choose that option, and our team will be happy to help you with the arrangements.
I’m sorry again that this wasn’t explained upfront at the store. We’ll follow up with the team to make sure this is communicated more clearly.
If you’d like, I can arrange for the Blue Route team to assist you with a warehouse collection or answer any other questions you may have. We’d really like to make this right for you.
Kind regards,
Olga de Pinho
Coricraft Customer Care
Coricraft Group's reply14 Nov 2025, 13:10
Official
Dear Twist of the Wrist,
Thank you for sharing your experience, and I’m truly sorry that this felt frustrating - especially when you were ready to make your purchase. I can understand why the delivery fee came as an unwelcome surprise.
To give a bit of clarity, most of our stores don’t hold full stock on-site because the stock rooms simply aren’t large enough to safely store the full range. The display models in-store are there to help guests see the product, but the actual stock is kept at our warehouse in Epping.
The R850 delivery fee is in line with the current market, and it covers handling, preparation, and safe transport from the warehouse to your home. That said, you are absolutely not forced to take delivery. If you prefer, you are more than welcome to collect your order directly from our Epping warehouse at no extra charge - many guests choose that option, and our team will be happy to help you with the arrangements.
I’m sorry again that this wasn’t explained upfront at the store. We’ll follow up with the team to make sure this is communicated more clearly.
If you’d like, I can arrange for the Blue Route team to assist you with a warehouse collection or answer any other questions you may have. We’d really like to make this right for you.
Kind regards,
Olga de Pinho
Coricraft Customer Care
Thank you for sharing your experience, and I’m truly sorry that this felt frustrating - especially when you were ready to make your purchase. I can understand why the delivery fee came as an unwelcome surprise.
To give a bit of clarity, most of our stores don’t hold full stock on-site because the stock rooms simply aren’t large enough to safely store the full range. The display models in-store are there to help guests see the product, but the actual stock is kept at our warehouse in Epping.
The R850 delivery fee is in line with the current market, and it covers handling, preparation, and safe transport from the warehouse to your home. That said, you are absolutely not forced to take delivery. If you prefer, you are more than welcome to collect your order directly from our Epping warehouse at no extra charge - many guests choose that option, and our team will be happy to help you with the arrangements.
I’m sorry again that this wasn’t explained upfront at the store. We’ll follow up with the team to make sure this is communicated more clearly.
If you’d like, I can arrange for the Blue Route team to assist you with a warehouse collection or answer any other questions you may have. We’d really like to make this right for you.
Kind regards,
Olga de Pinho
Coricraft Customer Care
TotW
Twist of the Wrist's updateReviewer Update
14 Nov 2025, 14:57Dear Coricraft Group,
I would like to express my dissatisfaction regarding your current in-store sales practices. It is neither fair nor acceptable to your consumers that the items on display do not clearly indicate that delivery comes at an additional charge. Nowhere in your shop is it advertised that the displayed prices exclude delivery fees.
If your showroom is intended solely for viewing purposes and additional charges apply to all purchases, this should be communicated clearly and transparently to customers. The lack of upfront information creates confusion and results in an unpleasant shopping experience.
I kindly request that you address this matter and improve the clarity of your pricing and delivery information in-store.
Sincerely,
TotW
Twist of the Wrist's update14 Nov 2025, 14:57
Reviewer Update
Dear Coricraft Group,
I would like to express my dissatisfaction regarding your current in-store sales practices. It is neither fair nor acceptable to your consumers that the items on display do not clearly indicate that delivery comes at an additional charge. Nowhere in your shop is it advertised that the displayed prices exclude delivery fees.
If your showroom is intended solely for viewing purposes and additional charges apply to all purchases, this should be communicated clearly and transparently to customers. The lack of upfront information creates confusion and results in an unpleasant shopping experience.
I kindly request that you address this matter and improve the clarity of your pricing and delivery information in-store.
Sincerely,