Complaint - Please refund my R 15999.00 that you owe me

I am very hurt and irate at the lack of empathy and unprofessional service received from Homechoice as they refuse to refund my R 15999.00.

What began as an exciting purchase in August has turned out to be my family & I's worst nightmare to date. Initially I had placed an order for a Gomma Gomma lounge suite on account with Homechoice in August and it turned out to be damaged. I followed their protocols and advised them on the situation on the very day that I had received the order. Unfortunately, their drivers had been hasty with the delivery and had already left, so I had to wait a very long time for the collection of the damaged item. During this time I had explained to Homechoice that I preferred a replacement intead of a return as I really liked the lounge suite. At first the consultants were nice to me and advised that all will work out as I had adhered with their returns policy, to which I was grateful. As time went, I had not been receiving any feedback with regards to the collection and I had started calling and emailing to obtain clarity on the matter. The consultants were rude to me on the telephone & constantly cutting my calls. I had even asked to speak to a manager and was advised that a request was escalated but no call received whatsoever. Eventually the pick up was done and communication was poor on their side and yet still I gave them the benefit of the doubt that perhaps they were just too busy. After much struggle & perseverance from my side, the credit was passed and my family and I decided to rather purchase the same lounge suite via Homechoice's website and to pay it in full rather, to avoid having too many accounts - this was the worst mistake to make with Homechoice! After payment, the lounge suite was delivered to me within 3 days, but guess what? The driver showed me a damaged lounge suite, as he attempted to offload it from his truck! I was in shock - I mean what ever happened to quality control? Doesn't anybody check the item before loading it into a truck for delivery? I had to obviously not accept the order and send it back with the driver and his team.

My family and I have since then requested a full refund of R15999.00. We are without a lounge suite since August. I have sent them all the necessary documentation requested to process my refund on numerous occasions, including today. In the midst of all this I still keep getting sms's from them regarding the delivery of my order being scheduled "for today". I even received an sms from Homechoice today, at 14H03, stating that my refund has not been approved. Also, as I was typing this complaint, I received a call from Homechoice with regards to an order that I want to place?! I again explained to the caller that I do not need to place an order, however I need urgent assistance with my refund.

Can someone please give me confirmation as to when I can expect my money back in my bank account? My family and I really need it now.

Thank you

Z Chetty (Naidoo)