Bad Customer Service - Very unhappy customer

<p>On Saturday 23 July 2016 I purchased a leather recliner lounge suite that consisted of one 3-seater and two 2-seaters and three bedroom suites from Decofurn Boksburg. As part of the sale, I was requested if I would require the delivery personel to assist in assembling the couches and the bedroom suites. I requested the sales consultant if this could be done for free due to the fact that I’m about to spent a huge amount for the purchase of the goods. I was told that it could not be done as the deliveries personel are private contractors and that I would only have to pay R200.00 for the assembly of the couches and beds. I then requested that I should then at least get a discount on the purchase that I was about to do. The sales consultant spoke to her manager and I was informed that no discount could be provided. Payment of ±R34 000.00 was made via EFT the same day at Decofurn. I was informed that delivery will be done by Monday or Tuesday once the payment reflects in the account of Decofurn. On Monday morning, 25 July 2016 my wife contacted the sales consultant at Decofurn Boksburg in order to confirm if payment reflected in their account. The consultant told my wife that she would contact her later that day (Monday) in order to confirm as to when delivery would be done. We did not receive any calls that day (Monday). On Tuesday morning 26 July 2016 my wife once again called the sales consultant whom told her that she will get back to her in a few minutes. After a couple of hours I contacted the branch in order to confirm as to when delivery would be done. I was told that delivery would be done on Wednesday 27 July 2016.</p> <p>On Wednesday 27 July 2016 the delivery personel delivered the goods. I was asked by the person which items should be assembled? I told him that all six items require assembly. I was informed that only two items could be assembled as the fee is R100.00 per assembly and I have only paid for two items to be assembled. I informed the person that the sales consultant told me that the fee for the assembly of all the goods would be R200.00 and not R100.00 per item. Only two items was assembled. I had to assemble the other items myself. During the assembly of one of the 2-seater I noticed that the lower rear left hand side of the couch was badly damaged but patched up in order to hide the damage. This side was totally skew and almost touched the ground. It was clear to me that the inner frame of the couch was damaged. I then tested the reclining system of the couch and noticed that it did not work properly. I immediately photographed the damage and sent it via whatsapp to the sales consultant and demanded an exchange. I was told that she would arrange for the couch to be exchanged. The then contacted the branch the same day (Wednesday) and spoke to the manager whom told me that the sales consultant showed him the photos and that the necessary arrangements will be done to exchange the couch.</p> <p>No follow up phone calls was received from the manager or anybody at the Boksbkurg branch after this. We made several calls to the branch and we were told that they (sales consultant, manager and warehouse manager) would take it further. On Monday 8 August 2016 my wife then contacted Decofurn your head office in Cape Town to lodge a complaint and she was told that they will find out from the branch what is going on and that they would contact us back. Later the same day my wife was contacted by Decofurn Head office and informed her that the Boksburg branch will collect our couch for possible repairs. My wife told the agent that there is no way that they will collect the couch without them exchanging it with a new couch as we paid for a new couch and not a repaired couch. To date we were only made empty promises and nothing was done to exchange the couch.</p> <p>The following references were supp**** on the invoice:</p> <p>Sales order No: DECBOBINV3655</p> <p>Order No: DECBOBORD3434</p> <p>***</p> <p>The sale consultant: Marlene 079 ********** </p> <p>Branch no: 087 ********** </p> <p>Branch Manager: Johan on 087 ********** </p> <p>Wearhouse manager: Andrew on 087 ********** </p> <p>Decofurn Head office: 087 ********** </p> <p> </p> <p>Hope you could assist in resolving this matter please?</p> <p>Thank you.</p> <p>Regards.</p> <p>Kevin Lemmens</p> <p> </p>