Pathetic and disgusting service and workmanship

I opted to purchase my couches from Custom Couches after checking the website which portrays a completely different picture as opposed to the service and quality that I received. It was an absolute nightmare dealing with Custom Couches from Day 1. I visited the factory showroom in person on 06 May 2020 and confirmed my choice of style and fabric, I was assisted by Moses and he confirmed if I made the payment of R8050.00 in full I will have my couches ready in 2 weeks. The full payment was made the next day,

A month later no couches, finally when the couches were ready I requested for a photo and this was a total joke, the colour of the fabric was totally wrong, I requested light grey and the couches were blue. After going back and forth with Moses trying to resolve the colour, I was then contacted by Gregory and assured he will sort out the problem and confirmed Moses was still new and needed further training, I waited another 2 weeks and finally the mistake of the colour was rectified and the couches were delivered. I don't live at the premises where it was delivered so I saw the couches and week later and I was totally disgusted at the workmanship and the quality of the couches, the couches were sinking in when you sat on them, the scatter cushions were the wrong size even though I paid extra for them, by then I was totally frustrated. I then requested to be contacted by a manager and a received a call from Marco who confirmed he was the manager. I was reassured by Marco he will sort out the issues and confirmed if I paid R1500.00 extra he would make certain that I would receive better quality couches and the existing couches will be exchanged.

I put my trust in Marco as he confirmed he was the manager and I made payment of an additional R750.00 on 06 June and I was assured the couches will be ready in 2 weeks. The frustration never ended because since the 06 June and 15 July getting hold of Marco was a fruitless attempt, he would never answer my calls or my watsapp messages, on one particular day, I called him almost 30 times, I then called the office line and then found out that Marco was not a manager but Sales person and that Warren was the manager, I asked for Warren's number and was given the number only to find Moses on the line when I called the number. Marco then finally returned my call that afternoon saying the couches will be delivered in the next 2 days. the couches were finally delivered on 15 July by Thulani, I was then contacted by Thulani and informed I needed to make the remaining payment of R750.00. I explained that was I driving and I will call Marco and make payment when I stop, getting hold of Marco was a fruitless attempt, Thulani then threatened my kids saying he was going to take the couches back if they didn't pay the R750.00 not taking into consideration Custom Couches already had R8800.00 that I paid to them, by then to add further to my frustration my PVC that was done a month ago was damaged and my door when the couches were delivered. The couches once again poor workmanship, the quality of service is pathetic, the fabric is damaged, there is dents on the frame and the legs are damaged. After many attempts I got through to Marco that afternoon, I sent him photos of the damage caused and he assured me he will sort it out and get back to me, till today no message no call from Marco.

I am now fed up with the deception and lies from Custom Couches, I want Custom Couches to come fetch their pathetic couches and I want my payment of R9550.00 to be refunded ASAP, I have had enough unkept promises, lies and deception, If my money is not refunded, I will take this further and I will report this pathetic service to the Consumer Goods and Services Ombudsman