Poor quality and terrible customer service

Good day, I would like to lodge a complaint against Karen October at the H&H branch, Cape Gate, Cape Town.

Karen is the customer service consultant at the store and does not deliver a good service.

I bought a Restonic queen sized bed in early 2020 and had it exchanged in early 2021.

Not even a year later, the bed is faulty is again. Which shows that the bed is of poor quality.

I went into the store spoke to Karen about it and thr following day, sent the pictures of the bed as she requested.

Without communication from Karen that she has sent the supplier my details and that they would contact me, Restonic sends me a whatsapp message.

What happend to the POPPI Act? Should my consent me given to share my details and asked if I can be contacted on this platform?

I sent through the pictures, videos and audio sounds Restonic requested.

A few days passed, they said the store will contact me.

Karen then called to say that only the mattress will be exchanged and that it will be a different range name because the one I have is discontinued.

Besides that I need to pay in a R760. I asked why she did not know. She was going to find out and get back to me.

A couple of weeks had passed and no contact from Karen or anyone else from H&H.

I called again to follow up, Karen was going to call the supplier and get back to me. A week and a half passed, no contact was made .

I called again and then with an attitude she said that she will call the supplier and get back to me. I told her that if she is not willing to help me I am going to contact the Regional Manager, Adrian Willard. She said no need she will call be back.

After a back and forth, it was concluded that the guarentee is for 1 year from date of purchase. Which in that year the bed was exchanges.

Which in turn means the new set was not guarenteed,but only under worranty. Hence the reason why I nees to pay in the R760.

I am not agreement with this because this was not told to me when I purchased or exchanged the bed . When I went to buy the bed, the sales lady told me that the specific bed is the best one, hence the reason why I bought it.

At the end my last conversation with Karen on 7.4.22 her feedback from the supplier changed to that the full set will be exchanged, but I need to pay in the warrenty fee.

When I asked why has the beginning and end of the conversation changed, she stuttered to an I don't know.

I requested that she put in on email. That the full set will be exchanged and why I need to pay in the R760. Also that a new gaurentee will be given.

Then she said she will have to speak to her manager, she cannot make those decisions bu herself.

Which decisions? Did she then suck things out of her thumb?

She promises that the email will be in my inbox the same day. Today is the 09.04.22 and still no email.

This is extremely poor service and a disgrace.

I will nevee shop at H&H again. Even though I bought and buy all my household furniture there. I would rather take my support to another business if this is how H&H treats its clients with poor quality products and customer care.