Treating customers like garbage and not refunding due fees

This all happened in February 2019, still haven’t been refunded (on behalf of my cousin who is posting this): Do not utilise Custom Couches as a furniture shop of choice everyone. Rather buy yourself a normal couch. Save yourself from unnecessary stress by buying anywhere but here. Their customer service and efficiency is shocking and they will not have your order ready on time or at all. You have to contact them to find out when your furniture will be ready when they should be updating you. When you do call them they transfer you from department to department so you end up wasting so much time and airtime. It’s like all the employees work in seperate companies all together. The person we initially spoke to when we (my partner Richard and I) made the order just didn’t get back to us, then we called he said we should speak to Kojak. Kojak then became our main liaison with the company. I think it’s important to call a customer when their goods are finally ready. No one did that. We have been waiting for our couch since 17 January. So today we called to find out if our couch could be delivered. We were referred to Steven who said that in order to get the couch delivered today (4 February) we had to pay the rest of the money. I specifically asked him if he was sure that we would get it today and he reassured me and promised. After being told that we need to pay the full fee, then it will be delivered today we waited and waited. So then we called Kojak (who had become our main liaison) to ask him if our couch that we had fully paid for including delivery would still be coming today.

He told us that he didn’t know anything about that, it wasn’t his department, the couches were waiting for us to come pick up. Basically, he was cold and unconcerned. When we called Steven he told us to talk to Thulani as he would be delivering at 21:00. We even asked him if it would still be able to come so late since he had promised. He said yes, then he said he was calling to check with the office (I doubt that he did that). When we called Thulani he did not know anything about this couch delivery that Steven had assured us with cer*****y y that we would be getting today as long as we paid the remainder from our deposit. Let’s not mention the fact that the couch was supposed to be ready a maximum of a week after paying, which means it’s 2 weeks overdue. I’m not very articulate but that is the situation. Now, we do not know how we will even go about getting our refund since this couch is clearly not coming nor getting ready. A business 2 consumer Organisation is meant to treat its customers as a priority and key stakeholder as well as having cohesion. No one wants to then hunt around different departments in order to track their goods. If they are going to have a bad process and service you would expect that at least they are friendly and don’t treat you like some uneducated inferior persons. The worst out of this bunch is probably Steven who was now evidently lying about this delivery and probably just wanted us to pay the money at his convenience. If you go have a look at reviews on Hello Peter and elsewhere you will see that I am not the only one that has been facing this type of experience. These are the employees mentioned: •Custom Couches: +27 61 ********** •Kojak +27 84 ********** •Steven: +27 63 ********** •Thulani: ‭(073) ********** That was yesterday. Today we obviously had to go fetch the couches ourselves since the custom couches people clearly didn’t care. Kojak told Richard that he will always have the couch as a reminder of himself whereas Kojak will always be making new couches and soon forget about him. He said that they would not refund us for non-delivery until we deleted our review on social media. But in the name of social interest and fairness I will continue to let the public know of this. He also said that if he had seen this review earlier he would have kept the money and the couches. You have only to look at reviews on Hello Peter and elsewhere to know that bad service is a constant from them. https://www.hellopeter.com/custom-couches