Worst service & Poor product quality

A painful experience dealing with Dewald’s toolbox. My husband and I placed an order on Oct 30 for 2 kid beds. This started well when they (Dewald and Hanli also referred to as admin lady, business partner by Dewald himself… and who is also his Wife) were friendly, even following up after their business hours to confirm if we would confirm the booking and still use their services by making the 1st payment 70% for standard order. However, things started to change slowly after we got the message that the order was “complete” around Nov 27 and that they would like to arrange delivery on Dec 5. We paid the balance, phoned and confirmed with them to schedule it to Dec 12. Dewald was happy with this arrangement. We were on standby on Dec 12, no clear ETA was given. We were told the driver will call you 1 hour prior to him coming. We phoned several times in the day to confirm time, this could not be provided. The driver couldn’t make it anymore on Dec 12. From that day it was excuse after excuse everyday with no clear ETA, empty promises where he even promised that if need be he himself would bring the beds, again for days it was like that... They wouldn’t phone proactively. We literally stayed home on standby all the time even on weekends. Our beds where scheduled for delivery every day, even when we called at 15h00, he would say his guys are out...but the expectation of receiving beds was on every day. We then asked to cancel everything and requested for a refund. Dewald said he would need to check with Hanli the business partner who was already on the defensive as per the WhatsApp messages. They refused to refund referring us to their T&C’s. All their goods are special made goods so no refunds at all! We continued waiting and checking for delivery. Following that, we asked for photos to see that the beds were made, even that took days – he explained that his delivery company took the stock at their warehouse. He asked them to bring it back to him!!! But they didn't! For days! Which didn’t make sense at all. When he finally sent the photos the letter i we requested as Initial on one of the beds (this was not a special request, the bed comes with a letter option that you can put on), the letter was wrong not as per the picture myself & Hanli agreed on when placing the order. We highlighted that he said he would fix it. A few days later he rep**** saying I have your i. Hanli the business partner started saying , we need to come collect ourselves since we never paid the delivery fee. She forgot that as per their promotion following the boks rugby win, all orders placed by that time were delivery free. And it was confirmed on order no delivery fee. So we refused to collect and hold them to deliver the beds. Eventually the beds were delivered on Dec 30. We were at a religious engagement. The team arrived at my house no heads up of the time of delivery was given. My husband had to drop everything to make his way home to receive the goods. The beds were of the poorest quality, not properly sanded, it didn't look varnished, lots of holes in the wood and joints filled with poly filler so visible, the letter i we complained about not fixed… And the beds were drilled and *****ed on site, leaving lots dusts in my kids bedroom ... My husband asked the handyman on site, how will we move these beds around in future, if we move house as they are not DIY beds with no allen key. They told him "sir, you un*****, keep the same holes and use them when you screen again… " The team phoned Dewald in front of him, WhatsApp video, the team who delivered acknowledged the faults and poor finishes, saying "they should have been sanded a second time & varnished a second time"! Dewald mentioned that he can come and fix it all in 30 mins… He would come to sand, varnish and finish the job at my house, in my kids bedroom ! Unbelievable for beds that we paid for in Full. It left a very strong smell for days. You couldn't sleep in that room, so the kids were sleeping in our room. We didn’t use the beds. My daughter and I broke out in hives which we also shared with them. I exchanged with Hanli on WhatsApp since we were unhappy with the quality and Hanli agreed they would refund in full, we must bring back the beds at our own cost. I had her promised after sending photos of things we were not happy that should we deliver the beds back to them, they would refund us in full. Hanli agreed saying on WhatsApp: " So for clarity A FULL REFUND if you perhaps do not understand what i'm saying." We tried arranging collection with them, we were willing to pay collection fee, but that didn’t work. We arranged own transport and took the beds on Jan 11 at Dewald warehouse. He asks my husband there what’s wrong with the beds as if he was not aware, back and forth discussions, with Hanli on the phone shouting… He changed his statement again, and refused to refund. His employees there could agree this was not done properly. Dewald and his other employees gave other excuses, that the main team was on leave in Dec, the person who made our beds no longer works there etc. Dewald and the team can fix it....if we give them a chance. But from the experience we had with them, there was no guarantee this could be fixed to our satisfaction and timelines. We had lost faith in them. Therefore we requested a refund as agreed prior to my husband bringing the beds. He took the beds, phones my husband the next day to ask if he should repair. We told him as per the agreement of refund if we bring the beds back, and on the basis of the poor quality, the whole experience we request our refund. He then said he needs time to read all the messages and speak to Hanli. A week later my husband phones, Hanli tells him there will be no refund since there is no structural damage, and we must come collect the beds, they will start charging storage cost.