Bad & Disappointing experience at Decofurn Kenilworth

On 1 July 2023 I purchased a couch from Decofurn's Kenilworth Branch. The couch was from the floor, and I was quite willing to take it based on us checking it and found it was good to go. I then requested a discount. ( it was a couch I really really wanted and therefore budged for a floor item)Was offered a R200 off the price and decided to take it as we first checked for defects etc.

On delivery of the couch I noticed the middle leg of the couch had no rubber or any form of covering. Looked like a piece of the leg was knocked off. Immediately called Julian the store manager. Was told to take the couch, send an email with a pic of the damaged leg, and he would see how it can be sorted. He then sent an email stating that we can get one of those stick on "goodies" at a pick & pay / checkers. That already cheesed me off. Anyway hubby agreed to fixing it because of the fact that this particular couch is completely sold out.

Later during the day we decided to move the couch from where the delivery guys placed it. To my surprise I found 2 defects at the back of the couch (which wasn't there when we inspected the couch at the store). Again I sent pics to Julian the manager, stressing that I did not agree to this item in this condition. I then realized that I will have to do a thorough check on the bottom of this couch. OMW! I then found cracks on the left and right front legs. Because the legs are dark brown you will never notice it just standing and looking at it. I went down on the floor to check right around. That obviously was the cherry on the cake. By now I was convinced that they sold me a damaged item which probably belongs in a factory shop.

My assumption was, this item was damaged in transit, well no-one admitted to guilt and of course it was my assumption.

After some emails and calls, the couch was eventually collected, and I thereafter requested a refund.

In all our communications, not once did Julian apologize for all this inconvenience, which i told him. He was supposed to find out when the new stock of this item would arrive, but shows no interest as he only once informed me of the material being out of stock, and up until now never bothered with any further updates.

They got me all hot under the collar when they were supposed to do the refund and said he instructed that only the payment for the couch is refunded and not the R300 for delivery. Can you believe the audacity!!!

Anyway, I ended up having to wait over an hour for him as no-one else had the authority to authorize refunds. My daughter had to sit and wait for me in the car whilst I tried sorting this out. I refused to leave the store until I received my full refund. Oh! what an unpleasant and disappointing experience.

He eventually came and instructed them to refund me the amount including the delivery. How could you as a business representative even expect a client to be ok with you keeping R300 of them after putting them through so much unpleasantness. I really can't fathom how clients in today's day & age can be treated in such a manner. What happened to trying your best to maintain good client support, especially if you as the business is at fault.

And of course he never came out to apologize, just instructed the workers. Which by the way he could've done an hour ago, but made me wait till he gets there.

They will never get any support from me again.

SO BE VERY CAREFUL OF BUYING OFF THE FLOOR!!!

AND SPEND YOUR HARD EARNED MONEY AT COMPANY'S DESERVING OF YOUR SUPPORT.