Failed Warranty Repair and No Resolution

I purchased a Grafton Everest Vargan suite from Furniture Vibe which developed severe creaking and squeaking during normal use while still under the advertised 2-year workmanship guarantee and 5-year frame guarantee.

After reporting the defect, the couch was collected for repairs and later returned to me. Unfortunately, the exact same defect returned within hours of delivery, indicating that the repair attempt was unsuccessful.

I repeatedly requested a repair report or technical explanation confirming:

what defect was identified, what repairs were carried out, and whether any components were replaced.

Despite multiple requests, no repair documentation or meaningful feedback was provided.

The matter was escalated to Head Office and I was advised that feedback would be provided within 48 hours. That deadline passed without any meaningful response or resolution.

At this stage, confidence in both the product and repair process has been lost. I have now formally escalated the matter to the Consumer Goods and Services Ombud (CGSO) and remain hopeful that Furniture Vibe/Grafton Everest will resolve the matter professionally and fairly.