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LH
Larna H

1 reviews | Active since Oct 2010

27 Oct 2020, 13:11

Never by from Double Click furnitures

i bought a lounge suite from them in December 2019, Bongani who was the store manager at the time informed us that there is a 6 month warranty on their products. upon arriving home with the couches, we discovered that there were staples sticking out and slight tears in the material on the bottom part of the couch and the when you sat on the couch you could feel the wood, meaning the sponge used was very thin and soft. we contacted the store but we were informed that the factory has closed and that we would need to come back in January. January we went to the store and were told that the factory was still closed, and we should contact them in February, February we went to the store again and we were told that they did not have stock of the couch they will contact us as soon as they get stock. we waited with no one reverting to us we contacted them and then the clock down struck. we have been back and forth since December and then between May/June we went to the store yet again only to find that there was someone else in charge by the name of Anton, who tried to call his boss but to no avail. we have been to and from the store numerous times since then with promises from Anton to contact us, but never ever follows through, this Saturday we went into the store and Anton promised yet again to call us back on Monday 26th October, which he did not do, this morning my husband called him and he informs him that they will get the factory to contact us to arrange for a collection for repairs. this is a sleeper couch and my kids sleep on it. i then call Anton and explain to him the story for the 100th time, and he advised that he needs to call his area manager Dale and he will call me back. i then call him back after 2 hours and he tells me to call Dale myself. i call Dale and dale tells me that they do not have a 6 month warranty on their products and the best he can do is collect the couch and repair it. with no care in the world on where my kids would sleep in the time they are repairing the couch. He also told me to do whatever i want to do about this but he cannot swop the lounge suite not give me refund. i am really in need of advise on where i can take this case too because i paid them in full and would not know what their company policies are. i want my money back or a new lounge suite set.

0
Replies (5)
Double click Beds and Furniture Factory Direct
Double click Beds and Furniture Factory Direct's reply27 Oct 2020, 14:31
Official
Good Day, I understand that there have been long delay in resolving your issue with the suite you bought from us due to a number of issues this year. as discussed, we as a company are more then willing to honour our 1 year warranty which is still in place. We will have the suite repaired for you and  
Double click Beds and Furniture Factory Direct
Double click Beds and Furniture Factory Direct's reply27 Oct 2020, 14:35
Official
returned to you. Unfortunately, you only want us to exchange the suite after 10 months or refund you your money. The 1 year guarantee is a repair guarantee, which we are very willing to do.
LH
Larna H's update27 Oct 2020, 15:48
Reviewer Update
This is a sleeper couch, so it is expected that my kids should sleep on the floor the the time that the couch has been taken in for so called repairs. why in the first place are you using cheep material, sponge, wood ext. i reported this the same day of delivery and i was told that due to the factory being closed they cannot hep me. was i expected to store the couches until you decided to help me out? please explain what was expected of me to do. i have done everything and more to try and get this resolved but your staff were the ones who did not do their job and if i had not done anything i would not have an issue with your suggestion, but due to your staff not being able to do their Job, now me as the customer gets to suffer which for me is very unfair and unprofessional. customer service is nonexistent in your company i must say, because if it was the case i would not have had to drive and from your store for more than 11 months, with no resolution and at no point did any of your staff nor even you contact me and explain what you explaining to me now after 11 months. i am a very dissatisfied customer.

LH
Larna H's update27 Oct 2020, 15:49
Reviewer Update
This is a sleeper couch, so it is expected that my kids should sleep on the floor the the time that the couch has been taken in for so called repairs. why in the first place are you using cheep material, sponge, wood ext. i reported this the same day of delivery and i was told that due to the factory being closed they cannot hep me. was i expected to store the couches until you decided to help me out? please explain what was expected of me to do. i have done everything and more to try and get this resolved but your staff were the ones who did not do their job and if i had not done anything i would not have an issue with your suggestion, but due to your staff not being able to do their Job, now me as the customer gets to suffer which for me is very unfair and unprofessional. customer service is nonexistent in your company i must say, because if it was the case i would not have had to drive and from your store for more than 11 months, with no resolution and at no point did any of your staff nor even you contact me and explain what you explaining to me now after 11 months. i am a very dissatisfied customer.
LH
Larna H's update27 Oct 2020, 15:54
Reviewer Update
Also at which point did you go and investigate my case as an individual and then make the conclusion which you are making? Anton just told you whatever he told you and you as a senior did not even take the initiative to contact me yesterday and get my side of the story for you to take a final decision. That for me does not display good customer service and management skills.