Excuses after excuses instead of providing the requested service

Good day,

I bought a Sheraton European Goose Down inner at Edgars Eastgate Mall between October to December 2018.

I started using the duvet beginning of winter in April 2019, only to notice that the feathers of the inner are coming out every morning.

I decided to return the duvet inner on 18 May 2019 at Edgars Menlyn Mall.

I was given a choice of a voucher or to chose duvet inner from a different supplier since Edgars has discontinued the Sheraton range but I refused, I wanted the Sheraton brand, requested inner to be taken back to Sheraton for quality check and to get a replacement.

Duvet inner was couriered to Cape Town for quality check as per Thabo - manager for Edgars Homeware, after 3 months of waiting am told Sheraton is "not willing to assist" because Sheraton is not one of Edcons suppliers anymore. To say the least I doubt the inner was couriered in the first place

To cut the story short after several phone calls I made to Thabo he finally says , he suggests I take another brand since Edcon does not stock the Sheraton brand anymore as he will be transferred to another branch so no one will be able to assist me in Menlyn.

I decided to contact Sheraton to hear their side of the story "unwilling to assist" as per Thabo.

Only to find out there is NO such.

Sheraton asked me to ask the Edgars personnel who is assisting me, what is parcel waybill number, to which he responded, he ended up not shipping because Sheraton was unwilling to assist.

I then requested him last week 3 Sept 19 to courier the inner and forward me waybill number, then there was another excuse that Sheraton will have an issue shipping the inner to Gauteng to which I responded, it is ok, Sheraton can ship to my Cape Town home address which I sent to him via text message.

I called Thabo a week later 11 Sept 19 for the waybill number, he said I can call him after 2 hours which I did but my call are not answered. I called him again this morning 13 Sept 19 no change.

Is this the type of customer service Edgars is subjecting their customers to, giving customers a run around but the requested service.

Seemingly he is willing to assist if this is done his way and am sorry, he is not the customer here I am.