Defective and Used Furniture Delivery by Essops

I am writing to express my extreme dissatisfaction with the service I received from Essops. On March 2, 2025, I ordered a brand new 3-piece Barcelona leather couch set online. The couches were delivered on March 12, 2025, but upon offloading, the 3-seater couch was severely scratched in two places on the back.

I immediately reported the issue to the head office and was promised a callback. The delivery team also contacted their manager, James, who instructed them to take the couch back for repairs. I refused, as I had paid for new couches and did not want a repaired item.

James then agreed to send someone to repair the couch at my home. However, no one arrived for a week. During this time, I discovered that the couches were not new but rather used items that had been cleaned to appear new.

On March 27, 2025, Riyaadh from Essops inspected the couches and acknowledged that they were indeed not new. I provided him with photographs of the damage and proof of the couches' used condition.

I am appalled by the ********* service I received from Essops. Throughout the process, I had to repeatedly call and follow up, speaking to different representatives each time.

To resolve this issue, I demand that Essops:

- Replace the old couches with brand new ones.

- Provide compensation for the trouble caused.

As compensation, I expect a brand new double bed set, not a used item. If Essops fails to agree to these terms, I expect a full refund and the collection of the old couches.

Up to now I still haven't received feedback from Essops. All I get is an email saying that they haven't heard back from.management.