Furniture Vibe

Furniture Vibe: I purchased a 6 seater lounge set in November 2024. Six months later some stitches broke on the two seater. It went for repairs under warranty. Six months later, In January 2026, again it went in for repairs for stitch repairs in two place on the two seater sofa. But this time the two seater return to us with faded fabric colour(see pictures of before and after).

We reported it to the driver and I sent photos of the faded set to the sales lady at the Amanzimtoti store and the Warehouse manager, Warren Hall. I insisted that Furniture vibe send out their manager or the manufacturer of the product( EARTHLINE BRAND). More than two weeks later, Peter & Jason came out to view the two seater that went out for repairs but returned faded grey. They saw the difference compared to the original grey colour of the other three seater and single recliner that didnt go away from my lounge. They promised to escalate the issue with the manufacturer. Jason said that the manufacturer would send somebody out to my home, but then the Amanzimtoti store manager called me to inform that they will be collecting the lounge set for the manufacturer to assess the issues reported. I was disgusted with the responses and decided to report the matter to the Ombudsman. I sent through a detail report, the Ombudsman sent Furniture vibe a letter, and to reply back by 24 April 2026. At the end of April 2026, I visited Furniture vibe Amanzimtoti, the store manager printed out the email that he received from the manufacturer. The email (attached)stated that everything on the lounge set is fine, and that the colour fade was caused due to the application of "Masterguard", and that the warranty was void. A few days later, Warren Hall sent me a letter from the manufacturer stating the similar response, but the word "Masterguard" was replaced with "external substance". I did not mention or submit in writing to Furniture vibe that I used an external substance to treat the fabric. Actually, Jason did mention once ,that i did not buy Masterguard treatment from the store, and that if I did, he could have asked the manufacturer to replace the sofa set. My issue with the two seater that was sent in for repairs and returned faded was dismissed by the manufacturer. I refused to accept the return of the two seater from Furniture vibe. They have not responded to the Ombudsmans letter to date, but the Ombud say that there is still a window period still afford to Furniture vibe to respond. Where to from here. Many customers are left in limbo with issues experienced with Furniture vibe, but the Ombudsman too are not strong in their approach to issues like these. Do not support Furniture vibe. Poooor customer service. They have messed up my two seater but are not taking responsibility for that. The owner, Peter said that the manufacturer and his staff couldn't have caused the fade, and that is could only have been caused by us...