TERRIBLE QUALITY FURNITURE FOR HIGH PRICES!!!!!!!!!!!!!!!!!

I am writing to express my absolute frustration and outrage with the appalling service and product quality we have experienced with your company. Less than a month ago, we visited your store and decided to purchase a modular lounge suite, which was marked down to R15,999. We took this set on credit, only to be completely shocked by the ********** condition of the couches upon delivery.

The couches arrived with a visible dent/hole in the back, the cushions were poorly stuffed and flimsy, and the overall finishing was disgraceful. Even your own staff admitted that these couches were in unacceptable condition. It was agreed that they would be replaced, which we accepted reluctantly, as there was no way we would pay that much for such shoddy furniture.

We were told the replacement couches would arrive on Monday. It is now Thursday, and we have not received a single call from the warehouse. No couches, no update—nothing. The level of disregard for your customers is absolutely astounding.

Furthermore, we expressed to the store manager, Esmerelda from the Cape Gate branch, that we are extremely worried about the quality of the replacement couches given the nightmare we’ve already endured. She assured us she would follow up, yet here I am—still waiting for her call. Is this how you treat your customers after delivering defective goods?

To make matters worse, today I see an adverti*****t from House & Home promoting the same couches we purchased for R15,999, now on special for R13,999. How is it acceptable that I am paying more for couches that arrived damaged, while others now pay less for the same product?

When I inquired about exchanging the couches, I was told that I would need to go through a brand-new credit application process, with new credit checks. This is absolutely unacceptable. I was already approved for a R19,000 credit limit, and having multiple hard searches on my credit record is damaging to my score. Why should I be penalized further because House & Home cannot deliver quality furniture?

This entire situation is beyond infuriating. I demand that this issue be resolved immediately. I will not stop escalating this complaint until someone at House & Home takes responsibility and fixes this disaster.

The only commendable person in this whole debacle has been James, the sales associate, who has gone above and beyond to assist us. Frankly, it’s embarrassing that someone in his position is doing more to rectify this than your management team.

Sort this mess out, or I will be left with no choice but to take this matter further.