Decofurn refusing to replace damaged goods — concerns regarding CPA compliance

FORMAL COMPLAINT – DAMAGED COUCH BOUGHT AT DECOFURN AND REFUSAL TO ACCEPT RESPONSIBILITY I am extremely disappointed with my experience with Decofran and the manner in which my complaint regarding a damaged couch has been handled. I purchased a couch from Decofurn on Thursday last week and was assisted by SYLVIA , expecting to receive a new product in good condition. Unfortunately, when the couch was delivered to my premises, I discovered that the couch was damaged on the bottom section. I immediately brought the damage to Decofurns attention. ROXANNE the floor manager Instead of taking responsibility for delivering a damaged product, she advised that Decofran could repair the couch, but the cost of the repair would be for my own account, monday we had a conversation with the dispatch manager DEON who said they will look at the footage but funny story the email they sent said they had already looked at the footage how are you looking at it again when you claim you looked at it? I find this response completely unacceptable. Decofurn has subsequently referred to CCTV footage which allegedly shows that the couch was in good condition before it left their premises. However, the footage provided only shows the top portion of the couch. It does not adequately show or establish the condition of the bottom section where the actual damage is located. Consequently, the footage cannot reasonably be re**** upon as conclusive evidence that the couch was undamaged when it left Decofran's possession. The specific area that arrived damaged is precisely the area that the footage does not adequately demonstrate. I purchased a new couch, not a damaged couch requiring repairs at my expense. I therefore reject the position that I should be financially responsible for rectifying a defect or damage that was discovered immediately upon delivery. As a consumer in South Africa, I expect my rights under the Consumer Protection Act 68 of 2008 to be respected, including the right to receive goods that are of good quality, in good working order and free of defects, and to have appropriate remedies available where goods supp**** do not meet the required standard. I am therefore formally requesting that Decofurn: Accept responsibility for the damaged couch; Arrange for the couch to be repaired or replaced at no cost to me, as appropriate; Provide a proper explanation as to why I am being asked to pay for damage discovered upon delivery; and Provide the complete and relevant evidence re**** upon to support Decofran's position that the couch was in the same condition when it left its premises as when it arrived at my home. I have acted reasonably and have given Decofurn an opportunity to resolve this matter directly. However, I will not accept being held financially responsible for damage to a product that was delivered to me in a damaged condition. If this matter is not resolved fairly and within a reasonable period, I reserve my right to escalate the complaint to the appropriate consumer-protection authorities and pursue any other remedies available to me. I am posting this complaint publicly because I believe consumers should be made aware of how Decofurn handles complaints involving damaged goods and, in particular, whether the company accepts accountability when there is a dispute regarding the condition of goods at the time of delivery. I expect Decofurn to take accountability and resolve this matter without imposing any further cost on me.