Customer complaint- reject/ Damaged goods supp**** by House and Home Twice

Good day

I will like to share my horrific experience with House & Home. Being a household name in South Africa one would expect good service delivery. However my experience has left me disappointed. On the 15 of October my family and i had gone shopping to the Gateway theatre of shopping. We had gone to House And Home looking to purchase a new recliner. To our amazement the one we liked was going on sale. Without hesitation we purchased it. On payment the sales lady had notified us that there is no stock, in about a weeks time syock will come in from JHB warehouse and we will be able to collect from the Warehouse in Phoenix industrial park. The entire week had passed no one from the store had called. On that friday i had called the store, sales lady on leave manager told me that he wad expecting delivery on Saturday from JHB and would call once delivery came. Whole of Saturday passed no calls, at around 5pm i called the store, a young girl answered, she checked on the system and told me 5 came in and i can collect on Sunday as the warehouse closes at 5pm. Being really excited about picking up the new recliner set, Sunday morning at around 10am we were at the warehouse waiting to collect the stock. When we arrive, theres no one at reception. I walk through the office and find a male sitting in the office. He takes my receipt and we wait outside the despatch area. Its gone over 45 mins, no one knows what they doing or where the stock is. Finally thr hyster brings the torn worn out dirty box sealed untidly with clear buff tape and leaves it in front of my vehicle for loading. We were horrified. The security guard at the despatch advised us to open and check, which we did. We had got a shock at the condition of what was in front of us. The pieces where covered in dust. Torn, damaged, used old recliner. On the inside of the box, was a return / exchange slip from another customer dated June 2018. So this was someone elses used damaged return goods, which they thought i was so stupid to take. We called for the warehouse manager who finally comes, listens to what we had to say then disappears in the back office and not come out. After a good few minutes and after me calling the gateway store and speaking to the manager the warehouse manager mumbles to other staff that the stock hasnt been imported yet and is still in overseas. Then he comes to us and tells us the same thing. So my point is, did this manager not know this in the first place. Or what? Being highly frustrated i had gone to the gateway store where the manager was unaware of what happened after he called the warehouse. We showed him pictures of the horrible condition of the recliner we where about to receive. He promised us that he would assist us in resolving this matter. Monday came no calls from him, i called the store, he was on sick leave another manager was in. He said he knew about the issue and could get hold of the buyer but will try again to confirm exact date when delivery is expected. He then called after a few mins and said next week Monday / Tuesday. So yesterday being the 22 October no one had yet again called. I called again, the manager Sepo said delivery will take place today, before delivery they will call me. Today the 23 octobet 2018, yet again no calls so i once again called. He said definitely today. Around 4.30pm we received a call from the store to say delivery will be done in 45mins. When the van arrived firstly the couch was not in a box like we were promised. It was shrink wrapped in clear and bubble wrap. As the delivery guy was opening the ropes, i opened part of the bottom of the shrink wrap. I was horrified yet again. Another damaged old stock. The leather was damaged. The legs where worn out and damaged the under carriage was rusted. What is house and home up to. I had reported my experience the first time with head office to date no one has contacted me. Is this the service they provide to their customers.