Terrible Customer Service – Missing Parts and Zero Accountability

Before ordering from this company, be aware that you are not valued as a customer.

I ordered a couch from Decofurn, which was delivered without the legs. I called immediately to get this rectified but was told to send an email instead.

After sending the email, I followed up with a phone call and was informed that I might have to wait up to three days for a response. I explained my problem, only to be told that I was in the support queue and that there was nothing I could do to speed things up.

A few hours later, I received an email stating that the missing parts would be dispatched from the warehouse—without any indication of a date or time. I followed up with another phone call and was told to expect delivery in two days. Despite my order being incomplete, they refused to prioritize the delivery, as there were other people in the queue. The fact that my initial delivery was never completed did not concern them in the slightest.

Throughout these exchanges, I made it clear that I was happy to drive in and collect the part myself, but this was repeatedly ignored. Eventually, during peak traffic hours, I was finally told that I could pick up the part from the Montagu warehouse. Given the amount of money I spent on this couch, the least they could have done was arrange a courier—like Uber—to send me the part. But no, they simply did not care about delivering good customer service after they have already received your money.

This will be the last time I ever order from Decofurn, and I will be advising friends and family against doing business with this company.