APPALLED!!

I purchased a recliner lounge suite from the PMB branch (approx 11k) but got the stock from the Fourways branch in 2015. A few weeks ago the sofa started creeking, sinking, the recliners made a breaking sound and the springs popped on one of the seats. I called House & Home Sandton to find out if the lounge suite was still under guarantee as i did not have the original invoice. I spoke to Busi in customer care who told me she retrieved my invoice, and that the lounge suite had a 2 year guarantee but that because it had recliners, there was a 5 year warranty on the mechanism. She proceeded to send the courier guys to fetch it, while forgetting to tell me there was a R350 charge - which i only found out about when the guys arrived at my home to collect.

Today (15.02.2018), she informs me that there is a charge on repairs because it was never under warranty. She refuses to acknowledge that she ever told me the warranty timelines and proceeded to call me a **** all the while! That is pathetic for a customer care representative. I never would have sent the lounge suite for repairs had it been out of warranty!

I am appalled at the attitude of the staff and the lack of accountability - 11k is a lot of hard-earned money for the item to give way in just under 3 years and for House & Home to treat customers in this manner!!