Useless do not use !!!!!!! AFTER SERVICE SUCKS!!!!!

On the 06.04.2021 we bought a lounge suite from Decofurn in Boksburg On the 08.11.2021 we sent an email as we had a problem with the lounge suite - When one goes down to sit on the corner/reclining seats of the two couches, there is a distinct noise coming from the spring-based portion on which you sit. 09.11.2021 Our email was acknowledged by Charlene Sunker and we were told that someone will be in contact with us to have the couches collected for inspection. 15.11.2021 I sent out another email to find out when they were going to collect the couches as it was still not collected. On the 16.11.2021 my email was again acknowledged by Charlene. FINALLY, they collected on the 17.11.2021 – they only collected the seat part of the couches (My guess is because the buckie they rocked up her with was not big enough)

Low and behold, the couches were again broken on the 24.12.2021 which they collected in the new year -14.01.2022

We then went to the store to see Charlene and to discuss the faulty couches as there seemed to be a bit of confusion as to what the actual issue was. When asking what is going to happen after April when the warranty ends and there is another issue, we could not be given an answer.

I then called the head office on the 17.01.2022 and spoke to Neh (Unfortunately I do not have a surname) as I wanted to get an answer to the questions I had regarding warranty and replacement – Charlene could not share this information and I wanted to speak to the regional manager. I was asked to please put everything in writing which is what I did along with the full history.

18.01.2022 I got a response email from the reginal manager Johan (Unfortunately I do not have a surname)

The items in question has been forwarded for repair and upon receipt back thereof arrangement will be communicated with the customer in question. - professional right???? No sorry to hear about the problem you have had, we will try our best to solve your problem, nothing. GEEEE an answer to my question regarding warranties would have even been amazing as that is why I emailed him!!!

No feedback was given until I sent another email in the 25.01.2022 – Clearly this Decofurn lot need to go on a customer service course !!! Low and behold yet again another unprofessional email was sent - You will be contacted by Vitalis from our Boksburg branch. Your couch are ready. We were contacted by Vitalis all right, told we need to pay to have our couches delivered to us and they had the cheek to ask us if we want their banking details?????

So again… I called the head office and spoke to the receptionist, and I asked to speak to Johan’s boss as I was really IRATE! The lady who I sadly do not have the name of made me explain my whole story to her (bless her she was only doing her job) then put me through to Edna – the call centre manager ! Who I had to reexplain my frustration – by the way first rule of customer service don’t ask a IRATE customer to reexplain the entire story !! Edna sorted out Vitalis – thank you. However, I am still waiting for someone to call me back!! We want answers on our warranties and at what point will the couches be replaced ????