Poor communication and customer service

I recently had a highly disappointing experience with Decofurn. While the company boasts value-for-money products, its customer service leaves much to be desired. On 17 January 2024, we reported an issue with a broken mirror that we had ordered. We received a case number (***9) and were informed that Rene would be handling my case. Despite an automated response promising a response within ‘three working days due to high query volumes’, we waited a couple of days longer for feedback. Twelve (12) days passed without a single word from Decofurn. We followed up on 29 January 2024, only to receive no response once again. I decided to call their "assistance" number for further clarification, but this frustrated me even more. There is simply no accountability. The representative informed me that the exchange process typically takes 7-9 days, mirroring the delivery time of the item. When I questioned why my emails and follow-ups had gone unanswered, I was simply told that my case would be referred to the assigned person. What truly upset me was the lack of accountability and professionalism displayed by Decofurn's staff. When I expressed my frustration, the representative began making excuses, including claiming that the mirror was out of stock. This excuse felt like a poor attempt to deflect blame. Waiting over a month for a reply without any explanation or proof is not only ridiculous but also reflects poorly on their commitment to customer service.