Unfair business practice

I had purchased a Willow 3 Seater Sofa on the 18th of December 2019 at at the @home store in Sandton. On the day i spoke to a gentleman by the name of Tshepo whom i informed i had already bought a single Seater couch and was looking for a 3 Seater to complement the couch i already had at home.

I then proceeded to show him the couch and the color I already have at home. We proceeded to the cash counter and i paid using my FNB card as a cash payment.

This was the start of my frustration as i informed the gentleman I would be leaving Gauteng and going on holiday on the 24th of December and would need the couch delivered anytime before then.I was told there is no delivery on a Saturday but the store would try get the delivery sent before i go on holiday.

I received a call from the warehouse stating they would deliver on the 23rd of December. Later on that day i called the warehouse number and asked regarding the possibility of collecting the couch, the lady on teh other side of teh line said i would have to confirm all this with the store then get back to them. i did not go to branch and considered that the 23rd was not too far off and the couch would be delivered as arranged.

On the 23rd of December i waited for the delivery to take place and it did not happen. on the 24th I went to the store to enquire about the delivery and found out that the lady i had spoken to had cancelled the delivery of the couch to my home.

Tshepo then re-booked the delivery for me and i advised him i would be back in 2020 and the delivery can take place then.

I received a call on the 2nd of January 2020 and was advised that the earliest the delivery can take place would be on the 3rd of January 2020. I met with the delivery team and prior to opening the plastic wrapping asked me to check if the delivery was for the correct couch/ item. Upon checking i discovered that the color of the couch was incorrect.

They called the warehouse and i was advised to go to the shop to check if the mistake is from the store or the delivery team.

The next morning on the 4th, I drove to the @home store in Sandton and was met by the Furniture department manager who then listened my frustrating story and promised to fix the issue then decided he would waive the delivery fee and refund it back to me.

Yesterday morning i woke up to an email stating my order had been cancelled a few minutes later i received a call from the Manager i had spoken to on Saturday the 4th information me that the color i was looking for was about R 2000.00 more than the amount i had paid including the delivery fee.

I was so frustrated that i told the gentleman i was not willing to pay anything extra as on the day i bought the couch i had showed the sales person the exact color i was looking for and am not wiling to accept this he must rather refund me my money.

I then went to the store to lodge a formal complaint and was told that if i want the color i was looking for i needed to pay the extra R2000.00.

I do not believe this is fair nor ethical behavior as I had literally pointed at the couch and confirmed the color and price on the 18th with the sales person and it is not my fault that the incorrect color of the couch was selected. I later found out that the correct color for my couch is Stone and not Light Grey as per the order submitted.

I would like this matter resolved as i have been without my purchase for almost a month and to expect me to pay extra then have to wait again is not the type of customer service i expect from your company.

I look forward to your favorable response.