Zero After Sales Service

Your after sales service is really non-existent. The couch (Sami Leather Slouch) is not even two years old and we had noticed the main seating section was beginning to sag and did not provide support as well as when it was new. In December 2023 I discovered that the cross beam on the couch had broken and pierced through the protective layer underneath the couch. Upon further inspection after removing the cushions and checking the springs, they had completely failed. This was immediately reported to Coricraft where a polite lady by the name of Angy assisted with the issue. We were booked for an inspection on 10th January 2024, after a few weeks of back and forth and the December break. A day or two before the scheduled inpsection, we were informed by Angy that the assessor had a family emergency and that we would need to reschedule, which we accepted. No date was provided as they weren't sure of when he would return. After multiple emails and phone calls, there was no progress and no confirmed date for the assessment. By the 5th February 2024 we were informed (again after emails and phone calls) that this person had left the job and someone new was being trained, and we were to WAIT UNTIL their TRAINING WAS COMPLETED! We did not accept this and requested that the matter be escalated. The manager then authorised the couch collection for the repair/replacement on the 8th February 2024. We accepted the situation that we would not have a couch for possibly weeks or months, however Coricraft shows no care. The team came through and could not remove the couch from my townhouse, through the same path and staircase that the couch was delivered through. I had offered guidance and assistance to them as to how to possibly get it through safely but nothing further was done. I had taken the day off work to be present for these guys to take away the couch and I was not willing to have to do the same again, nor live without a couch. I immediately sent an email to Coricraft and requested Angy to inform her manager call me. It is now another week later and nowhere near having this resolved. At this stage the couch is basically falling apart, even if one person sits on it, it feels like you're going to fall through, you can hear the frame bending and see it visibly. The couch and cushions now has a clear hollow in the middle. Yet... Coricraft is nowhere to be heard of. I had chosen Coricraft because of the supposed quality and reputation, however this case proves otherwise. For reference, my brother purchased a couch from House and Home, and one of the recliners had broken, they replaced the entire couch set within two weeks... no questions asked. Pay attention Coricarft. I still expect a call...