Bad Service

I'm writing on behalf of my brother as he requested me to.

My brother opened an account at House & Home Mayville and the account was approved. On the 25th of July 2020 he went to the Mayville branch and paid a deposit of R2 300 for a couch worth R23 000. He requested them to have the couch delivered from the Brits branch. He was then told to also pay a delivery cost of R500. He was told that the salesperson who was assisting him to open up the account didn't include the delivery cost as part of his account and my brother was not happy with that as he was only told about the deposit not the delivery cost. Who's problem is that? Is he going to be punished for someone else's mistake? After paying a deposit he was then told that the couch will be delivered during the week. Today it's Monday (a week after a deposit was paid), a couch has not been delivered. On Saturday, the 1st of August he visited the Brits branch to check if the couch has been delivered at the store. He was told that there were two deliveries that happened at the store from the warehouse during the week, it was on Wednesday and Friday but his couch was not part of the stock and they are not even certain on when will his stock be delivered at the store.

As per the contract, House & Home will debit his account on the 05th of August 2020 which is on this coming Wednesday. Is he going to pay for something he hasn't received or seen? Is that not a ****? Is it how you guys are treating your customers?