**** - Extremely Disappointed with Decofurn

We recently purchased a new chair from Decofurn, only to get home and discover it was damaged and defective. As instructed, we called the store and were told to send pictures of the item, which we did promptly.

However, instead of honoring their own policy — which clearly states that "in cases where items are defective and require replacement, Decofurn Furniture will bear the costs of collection and delivery" we were forced to return to the store ourselves to exchange the product. This is a clear violation of your own terms, and the entire experience has felt like a **** on the customer.

To make matters worse, none of the management staff seemed to have any proper training, product knowledge, or basic people skills. We were met with indifference, no accountability, and absolutely no effort to resolve the matter respectfully.

I would like to know:

Why were we treated this way?

Why did no staff member inform us that we should check the items by opening the box and inspecting them?

And why, when we were asked to sign, did no staff member explain what we were signing?

Why is Decofurn breaking its own policies and causing such inconvenience to paying customers?

How is this acceptable in any business, let alone one that advertises customer care?

We are now looking on taking legal action, as Decofurn has violated their own terms and conditions. The fact that they agreed to replace the item after inspection confirms that it was indeed defective, yet they still made us bear the burden of transport — which they are legally obligated to cover.

We are also looking into escalating this matter to the Consumer Goods and Services Ombud (CGSO) and are going urge others on all social media platforms to think twice before shopping here. This has been one of the most frustrating customer experiences we've had.