Delivery of old and used product, Rude Sales Manager

Hi,

Complaint for poor service received at House & Home East Rand Mall.

I bought a lounge suite on the 16th of April 2023. On the 17th of April, a delivery truck was sent to my house to deliver the lounge suite. The lounge suite being delivery was used, old with tears and very dirty. I did not accept the suite and sent the team back with the lounge suite. I am disappointed from such a poor service. How is it that an old lounge suite was sent to me, Clearly the shop does not respect its customers.

Secondly. I went to the shop to cancel my purchase on the 19th of April 2023. Sales manager only took my original receipt, and promised to email me, on the same day, a form which I needed to fill and send back. She also indicated that the refund process will take up to 14 days from the day of submitting a filled form. She never sent the form on the that day, she only sent it the next day (20/04/2023) after I reminded her via a phone call. I filled in the form, and sent it back to her within an hour from the time I received it.

I called her today (26/04/2023) to get an update on the refund process, which to my surprise, the sales manager told me that she is only opening the email now and will start the 14 days refund process now. I indicated to her that I cancelled the purchase 6 days ago, It cant be 14 days from today, it must be 14 days from the 20th when I submitted the form, Which would mean that I Should receive my money within 8 days from today. The sales manager rudely told me that the 14 days will only start today and there’s nothing can be done about that.

Why is it that the customer must suffer from inconveniences caused by the sales manager who clearly seems to be uninterested in her Job. Why must I wait a total of 20 days to receive my money. This clearly shows that the brand “House and Home” does not take its customers seriously, and all the policies communicated to the customers means nothing to you guys. It’s so unacceptable.

Based on the service received, I would never recommend anyone to buy from these guys. Extremely dissapointed.