Defective/Damaged Goods delivered and the company is not interested to help

Details of complaint I purchased an L shape grey couch and two single chesterfield couches from custom couches at the Decorex show on the 13 August 2017.On the 24th of October, the couches were delivered to my house. I inspected the couches after work when I got home, to notice the couches were dirty and damaged (on the single couch the leg is scratched and the left legs on both single couches are skew, the one single couch cushion has three marks on it, which even after cleaning, which was done by a company which had been sent by custom couches the marks have not been removed). I then contacted the factory manager known as Mo Kojack and another manager known as Thulani, to inform them about my unhappiness regarding the couches, I further sent them photographs depicting the dirty marks, the scratched leg, and the skew legs. See attached. Custom couches then sent the cleaning company to clean my couch, however they did not replace the scratched leg nor did they fix the legs that are skew. The cushion which had marks on it was also not replaced. I contacted custom couches numerous times after that, in order to request that the supposedly brand new couches be brought up to standard, sadly they do not answer my Calls. The last few times I contacted Thulani he promised that he will sort it out and unfortunately nothing has happened since.

Steps taken to resolve the issues and was unsuccessful , details below :

24 October 2017 Received couches Couches were dirty and damaged (marks on the one single couch and skew legs on the left side on both single couches) I contacted Mo Kojak the factory manager to tell him about the dirty and damaged product and he mentioned he will send someone to clean and repair the couches. 27 October 2017 Custom Couches sent the cleaning company to clean the dirty couches and the manager mentioned that someone will be sent to fix the skew legs, scratched leg and have a look at the damaged cushion aswell, when I called the guys to find out if they cleaning and replacing my damaged couches the guy mentioned that I will try to paint the leg to cover the scratches and not replace the damaged leg. I then called custom couches factory and spoke to Calvin, another manager, to tell him that I am not happy with the painting and that it should be replaced, he was not happy with the decision to paint and agreed that it should be replaced. The only issue that was resolved was the cleaning and NOT replacing the scratched leg, replacing/fixing the skew legs on the left side on the two single couches and replacing the cushion on the one single couch as I had requested.

1 November 2017 Sent a message to Mo Kojak the factory manager he received the message and no reply 6 November 2017 Sent a message to Mo Kojak the factory manager he received the message and rep**** he is waiting for the cleaning company to get back to him.

10 November 2017 Sent a message to Mo Kojak the factory manager he received the message and no reply

13 November 2017 Sent a message to Mo Kojak the factory manager he received the message and no reply

I called the office and spoke to Thulani one of the other managers and he advised that Mo Kojak is not around and he mentioned he will sort out the problem.

I then sent him the pictures and got him up to speed with damages on my couches

Thulani did not give me a status update.

14 November 2017 I called Thulani the next day and he said they will dispatch people to come and fix the couches between 9 & 12 on Friday the 17th of November

17 November 2017 I called Thulani in the afternoon as no one came and he did not answer his phone and I called the office and the guy said Thulani is not in the office and I asked him to find out if the guys are still coming he mentioned that they are in Mamelodi and will come after they were done.

I waited for them the entire afternoon and no one pitched up.

20 November 2017 Sent a message to Thulani the manager for an update he received the message and no reply

28 November 2017 Called Mo Kojak the factory manager no answer, tried calling Thulani someone else answers his phone and the call cut.