Terrible Quality and Even worse service

I've had a severe problem with an issue at your Kenilworth store.

On the 21st of May I purchased a couch set from your Kenilworth branch. In early July I received a call from Marlon at the branch to enquire about the quality of the products. I informed him that I was not happy with the quality of set as the padding on the couch had already start severely collapsing. I also informed him that I was still awaiting a dining chair I had paid for but that was out of stock. He apologized and said he will go investigate under my account and get back to me. Another 2 weeks went past and still no news from him regarding any of the matters.

2 weeks later I went to the branch to look for him and was not there. I left my details and was told he would get back to me. Was also told my dining room chair is still not in stock.

Early August I received a call from Marlon by pure coincidence to follow up on another product I had purchased. I them reminded him about my other issues and was told the dining room chair would be arriving from the container the following day. He gave me an email address to put my concerns on email.

I wrote my concerns via email. Received a reply asking for details with which I made the purchase. I rep**** with the contact details. But never heard anything back.

A week later I went into the store to collect my dining room chair and spoke to Marlon again regarding my concerns regarding the lounge set. He instructed me to take photos and email to him. I explained it's very difficult to show it clearly on photos due to color etc. However I went back home l, took photos and emailed to him.. Never heard anything back.

During Mid October, I started having problems with my dining room chairs just breaking without any weight on them. I went back to the store. Showed them the chair and had it exchanged. Once again spoke to Marlon and he said he had not received email and that i should send pictures again. I also raised my concerns again, saying that it's not clearly visible on pictures. However he insisted I send a picture for it to be resolved. 2 weeks later, I had another dining room chair break. Went back to the store the next day, showed them the chair and took a video of damage to couch in hopes of getting it solved. I showed to Marlon and noticed damage to couch. He instructed the best is to bring it in and they will exchange due to the bad design quality of the set.

I managed to take it back the same day(yesterday) as the padding on the couches were getting so bad...you only feel wood when siting on it.

When I got the store, Marlon looked at couches amd immediately noticed the damage. He attempted to speak to the store manager, named Julian, but was informed he was at the bank.

Another gentleman, who's name I did not get unfortunately then started dealing with myself and my wife. He immediately started attacking us and saying that the couches are not in the state they were when purchased as they had water marks. These water marks are purely from wiping couch down, no one ever instructed us that the couches cant be cleaned in this manner. He said the only thing they can do is have it reupholstered. When I mentioned my concerns about it happening, he refused to listen and said there's nothing else he can do. I told him that I am now stuck with zero couches and he said I will have it back within a day or two. His attitude throughout was appalling. He made the feel like a ***** and refused to hear me out.

Not happy with how it was handled, I immediately contacted Decofurn head office and spoke to Esmeralda. She understood my concerns and promised someone would contact me the same day.

By this morning, I still had received no feedback from anyone. I phoned again, was told Esmeralda is on a call and would get back to me in the next 20 minutes. 2 hours later and no further feedback. 3 hours later I decided to phone again and was told by Esmeralda that no had been able to contact me as the regional manager has been in a meeting. That the store would be exchanging the couches as they are not in the condition they were when purchased. I've never once claimed the couches are unused. But what kind of quality do you sell that it starts collapsing after one month of very light use and can't wipe down due to watermarks.

Ive instructed my lawyers in the matter to take further action as well as contacting the CPA.

Clearly Decofurn is ripping us off. Your customer service stinks.

I'm not even yet to receive an apology for the way I was spoken to yesterday.

I will be spreading this post on all forms of social media to bring attention to Decofurns lack of service and quality.

If my concerns had been dealt with after the first phone call from Marlon, they still would have been in mint condition.